Online complaint handling practices and the role of politeness in firm-customer interactions
Following the call for further research on the organisational side of complaint handling, this research aims to explore actual firms’ complaint handling practices with a special focus on the role of politeness in firms-complaints interactions. This research is largely based on a dataset of naturally...
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| Format: | Doctoral Thesis |
| Language: | en |
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Universite Libre de Bruxelles
2015
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| Online Access: | http://hdl.handle.net/2013/ULB-DIPOT:oai:dipot.ulb.ac.be:2013/217742 |