دورية أكاديمية
Interpersonal Strategies in E-Complaint Refusals: Textbook Advice versus Actual Situated Practice
| العنوان: | Interpersonal Strategies in E-Complaint Refusals: Textbook Advice versus Actual Situated Practice |
|---|---|
| اللغة: | English |
| المؤلفون: | Decock, Sofie (ORCID |
| المصدر: | Business and Professional Communication Quarterly. Sep 2020 83(3):285-308. |
| الإتاحة: | SAGE Publications. 2455 Teller Road, Thousand Oaks, CA 91320. Tel: 800-818-7243; Tel: 805-499-9774; Fax: 800-583-2665; e-mail: journals@sagepub.com; Web site: http://sagepub.comTest |
| تمت مراجعته من قبل الزملاء: | Y |
| Page Count: | 24 |
| تاريخ النشر: | 2020 |
| نوع الوثيقة: | Journal Articles Reports - Research |
| الواصفات: | Communication Strategies, Interpersonal Communication, Computer Mediated Communication, Textbook Content, Theory Practice Relationship, Business Communication, Responses, Foreign Countries, Textbook Evaluation |
| مصطلحات جغرافية: | Germany, Austria, Switzerland |
| DOI: | 10.1177/2329490620904952 |
| تدمد: | 2329-4922 |
| مستخلص: | This article reports on the representation and operationalization of interpersonal attention in complaint management by comparing business textbooks, service recovery research, and situated practice. While textbooks commonly recommend the use of interpersonal strategies when writing complaint refusals, service recovery research points toward contextual differences in this regard. We use an authentic sample of complaint refusals from an intercultural business-to-business setting to show that the decontextualized recommendations in textbooks are not always applied in actual practice and that this lack of interpersonal attention need not be problematic. |
| Abstractor: | As Provided |
| Entry Date: | 2020 |
| رقم الانضمام: | EJ1265296 |
| قاعدة البيانات: | ERIC |
| تدمد: | 2329-4922 |
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| DOI: | 10.1177/2329490620904952 |