Add to ORKGComplaint handling by frontline employees (FLEs) is increasingly occurring in digital channels. Drawing on dialogical interaction analysis, we demonstrate that customer complaints with more negative language are more difficult to solve, but by using dominant language and matching the consumer’s linguistic style, FLEs can improve perceptions the complaint was resolved
In this study, we examine the effects of degree of personalization and formality on customers' attit...
Studies have shown that product or service failures, such as a damaged parcel delivery or a delayed ...
In service settings, chatbots frequently are associated with substandard care, depersonalization, an...
Complaint handling by frontline employees (FLEs) is increasingly occurring in digital channels. Draw...
To assess online consumers’ service evaluations, many firms use automated sentiment analysis, yet th...
The present research addresses which language dynamics exhibited by frontline employees (FLEs) on te...
As online text-based conversations are growing rapidly, business models are increasingly re-organize...
Customers are rapidly turning to social media for customer support. While brand agents on these plat...
Computer-mediated webchat is fast replacing voice support in customer service. Whilst previous studi...
In the current climate of customer empowerment, both organizations and consumers see themselves conf...
This paper addresses how the realizations of different constitutive components of Twitter complaints...
In this study, we examine the effects of degree of personalization and formality on customers' attit...
Studies have shown that product or service failures, such as a damaged parcel delivery or a delayed ...
In service settings, chatbots frequently are associated with substandard care, depersonalization, an...
Complaint handling by frontline employees (FLEs) is increasingly occurring in digital channels. Draw...
To assess online consumers’ service evaluations, many firms use automated sentiment analysis, yet th...
The present research addresses which language dynamics exhibited by frontline employees (FLEs) on te...
As online text-based conversations are growing rapidly, business models are increasingly re-organize...
Customers are rapidly turning to social media for customer support. While brand agents on these plat...
Computer-mediated webchat is fast replacing voice support in customer service. Whilst previous studi...
In the current climate of customer empowerment, both organizations and consumers see themselves conf...
This paper addresses how the realizations of different constitutive components of Twitter complaints...
In this study, we examine the effects of degree of personalization and formality on customers' attit...
Studies have shown that product or service failures, such as a damaged parcel delivery or a delayed ...
In service settings, chatbots frequently are associated with substandard care, depersonalization, an...