The interactional work of suppressing complaints in customer service encounters
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DOI: 10.1016/j.pragma.2017.10.018
Abstract: Abstract The analysis in this paper draws from customer service calls to an electronic repair facility and systematically examines the interactional dynamics between customers and service representatives as they each manage to keep service complaints… read more here.
Keywords: customer service; customer; service encounters; suppressing complaints ... See more keywords