A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting: A move analysis
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DOI: 10.1016/j.esp.2021.08.001
Abstract: Abstract Although many studies have conducted a move analysis of customer service genres (e.g., responses to online negative reviews), no previous study has investigated the discourse structure of organizational email responses to customer complaints in… read more here.
Keywords: customer complaints; customer; move analysis; email responses ... See more keywords