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Interpersonal strategies in E-Complaint refusals : textbook advice versus actual situated practice

Sofie Decock (UGent) , Bernard De Clerck (UGent) and Rebecca Van Herck (UGent)
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Abstract
This article reports on the representation and operationalization of interpersonal attention in complaint management by comparing business textbooks, service recovery research, and situated practice. While textbooks commonly recommend the use of interpersonal strategies when writing complaint refusals, service recovery research points toward contextual differences in this regard. We use an authentic sample of complaint refusals from an intercultural business-to-business setting to show that the decontextualized recommendations in textbooks are not always applied in actual practice and that this lack of interpersonal attention need not be problematic.
Keywords
Bad-news messages, complaint-refusal emails, interpersonal strategies, experimental study, business-to-business communication, business communication textbooks, NEGATIVE LETTERS, LANGUAGE, IMPACT, NO, SATISFACTION, PERSPECTIVE, DIRECTIONS, POLITENESS, RECOVERY, ENGLISH

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MLA
Decock, Sofie, et al. “Interpersonal Strategies in E-Complaint Refusals : Textbook Advice versus Actual Situated Practice.” BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY, vol. 83, no. 3, 2020, pp. 285–308, doi:10.1177/2329490620904952.
APA
Decock, S., De Clerck, B., & Van Herck, R. (2020). Interpersonal strategies in E-Complaint refusals : textbook advice versus actual situated practice. BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY, 83(3), 285–308. https://doi.org/10.1177/2329490620904952
Chicago author-date
Decock, Sofie, Bernard De Clerck, and Rebecca Van Herck. 2020. “Interpersonal Strategies in E-Complaint Refusals : Textbook Advice versus Actual Situated Practice.” BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY 83 (3): 285–308. https://doi.org/10.1177/2329490620904952.
Chicago author-date (all authors)
Decock, Sofie, Bernard De Clerck, and Rebecca Van Herck. 2020. “Interpersonal Strategies in E-Complaint Refusals : Textbook Advice versus Actual Situated Practice.” BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY 83 (3): 285–308. doi:10.1177/2329490620904952.
Vancouver
1.
Decock S, De Clerck B, Van Herck R. Interpersonal strategies in E-Complaint refusals : textbook advice versus actual situated practice. BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY. 2020;83(3):285–308.
IEEE
[1]
S. Decock, B. De Clerck, and R. Van Herck, “Interpersonal strategies in E-Complaint refusals : textbook advice versus actual situated practice,” BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY, vol. 83, no. 3, pp. 285–308, 2020.
@article{8648927,
  abstract     = {{This article reports on the representation and operationalization of interpersonal attention in complaint management by comparing business textbooks, service recovery research, and situated practice. While textbooks commonly recommend the use of interpersonal strategies when writing complaint refusals, service recovery research points toward contextual differences in this regard. We use an authentic sample of complaint refusals from an intercultural business-to-business setting to show that the decontextualized recommendations in textbooks are not always applied in actual practice and that this lack of interpersonal attention need not be problematic.}},
  author       = {{Decock, Sofie and De Clerck, Bernard and Van Herck, Rebecca}},
  issn         = {{2329-4906}},
  journal      = {{BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY}},
  keywords     = {{Bad-news messages,complaint-refusal emails,interpersonal strategies,experimental study,business-to-business communication,business communication textbooks,NEGATIVE LETTERS,LANGUAGE,IMPACT,NO,SATISFACTION,PERSPECTIVE,DIRECTIONS,POLITENESS,RECOVERY,ENGLISH}},
  language     = {{eng}},
  number       = {{3}},
  pages        = {{285--308}},
  title        = {{Interpersonal strategies in E-Complaint refusals : textbook advice versus actual situated practice}},
  url          = {{http://dx.doi.org/10.1177/2329490620904952}},
  volume       = {{83}},
  year         = {{2020}},
}

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