As most customers prefer complaining on social media (vs. other mediums), firms must learn how to effectively deescalate negative, high arousal emotions through text-based exchanges to achieve service recoveries. With field studies and experiments, we identify ways to mitigate negative arousal in digital text-based interactions, specifically, active listening and empathy.

Deescalating Arousal in Social Media Complaints: Using Active Listening and Empathy to Enhance Customer Gratitude / Herhausen, Dennis; Grewal, Lauren; Hill, Krista; Roggeveen, Anne; Villarroel Ordenes, Francisco Javier; Grewal, Dhruv. - Association for Consumer Reserach Conference (ACR 2022), (2022), pp. ---. (Association for Consumer Reserach Conference (ACR 2022), Denver, 20 - 22 Ottobre 2022).

Deescalating Arousal in Social Media Complaints: Using Active Listening and Empathy to Enhance Customer Gratitude

Villarroel Ordenes, Francisco;
2022

Abstract

As most customers prefer complaining on social media (vs. other mediums), firms must learn how to effectively deescalate negative, high arousal emotions through text-based exchanges to achieve service recoveries. With field studies and experiments, we identify ways to mitigate negative arousal in digital text-based interactions, specifically, active listening and empathy.
978-0-915552-84-9
Complaint Management
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11385/225419
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