The present research addresses which language dynamics exhibited by frontline employees (FLEs) on text-based digital communication platforms results in more positive perceptions of customer complaint resolutions.
Villarroel Ordenes, Francisco Javier; Grewal, Dhruv; Grewal, Lauren; Sarantopoulus, Panagiotis. (2019). Language Dynamics in Employee–Customer Text-Based Interactions. In Language Dynamics in Employee–Customer Text-Based Interactions (pp. 189- 189). American Marketing Association. Isbn: 978-0-87757-003-5.
Language Dynamics in Employee–Customer Text-Based Interactions
Villarroel Ordenes, Francisco
;
2019
Abstract
The present research addresses which language dynamics exhibited by frontline employees (FLEs) on text-based digital communication platforms results in more positive perceptions of customer complaint resolutions.
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