Titre:
  • Online Complaint Handling: The Effects of Politeness and Grammaticality upon Perceived Professionalism and Loyalty
Auteur:Schwab, Pierre-Nicolas; Rothenberger, Sandra
Statut de publication:Publié, 2015-04-27
series:Working Papers CEB, 15-015
Sujet CREF:Economie
Sujet JEL:Marketing
Volumes/pages:29 p.
Mots-clés:complaint handling
identity cues
politeness
grammaticality
professionalism
loyalty
Langue:Anglais
Identificateurs:RePEc:sol:wpaper:2013/199009