Rebecca Van Herck
- ORCID iD
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0000-0002-1480-9615
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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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The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
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Dear Customer, you've got mail : a closer look at discourse moves, discursive legitimation, and the effects of interpersonal strategies in email responses to customer complaints
(2021) -
Person- versus content-oriented approaches in English and German email responses to customer complaints : a cross-cultural analysis of moves and first-person pronouns
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'Can you send us a PM please?' : Service recovery interactions on social media from the perspective of organizational legitimacy
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Interpersonal strategies in E-Complaint refusals : textbook advice versus actual situated practice
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Language policy evaluation in business settings
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When the language bonus becomes an onus : a Belgian case study