A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting : a move analysis
- Author
- Rebecca Van Herck, Sofie Decock (UGent) and Bridgit Corinne Fastrich (UGent)
- Organization
- Keywords
- Move analysis, Genre analysis, Service recovery, Complaint response, Email communication, Business-to-consumer, SERVICE RECOVERY, BUSINESS COMMUNICATION, IMPACT, DIRECTIONS, DISCOURSE, EMPATHY, CALL, HELP
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Citation
Please use this url to cite or link to this publication: http://hdl.handle.net/1854/LU-8721469
- MLA
- Van Herck, Rebecca, et al. “A Unique Blend of Interpersonal and Transactional Strategies in English Email Responses to Customer Complaints in a B2C Setting : A Move Analysis.” ENGLISH FOR SPECIFIC PURPOSES, vol. 65, 2022, pp. 30–48, doi:10.1016/j.esp.2021.08.001.
- APA
- Van Herck, R., Decock, S., & Fastrich, B. C. (2022). A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting : a move analysis. ENGLISH FOR SPECIFIC PURPOSES, 65, 30–48. https://doi.org/10.1016/j.esp.2021.08.001
- Chicago author-date
- Van Herck, Rebecca, Sofie Decock, and Bridgit Corinne Fastrich. 2022. “A Unique Blend of Interpersonal and Transactional Strategies in English Email Responses to Customer Complaints in a B2C Setting : A Move Analysis.” ENGLISH FOR SPECIFIC PURPOSES 65: 30–48. https://doi.org/10.1016/j.esp.2021.08.001.
- Chicago author-date (all authors)
- Van Herck, Rebecca, Sofie Decock, and Bridgit Corinne Fastrich. 2022. “A Unique Blend of Interpersonal and Transactional Strategies in English Email Responses to Customer Complaints in a B2C Setting : A Move Analysis.” ENGLISH FOR SPECIFIC PURPOSES 65: 30–48. doi:10.1016/j.esp.2021.08.001.
- Vancouver
- 1.Van Herck R, Decock S, Fastrich BC. A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting : a move analysis. ENGLISH FOR SPECIFIC PURPOSES. 2022;65:30–48.
- IEEE
- [1]R. Van Herck, S. Decock, and B. C. Fastrich, “A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting : a move analysis,” ENGLISH FOR SPECIFIC PURPOSES, vol. 65, pp. 30–48, 2022.
@article{8721469,
author = {{Van Herck, Rebecca and Decock, Sofie and Fastrich, Bridgit Corinne}},
issn = {{0889-4906}},
journal = {{ENGLISH FOR SPECIFIC PURPOSES}},
keywords = {{Move analysis,Genre analysis,Service recovery,Complaint response,Email communication,Business-to-consumer,SERVICE RECOVERY,BUSINESS COMMUNICATION,IMPACT,DIRECTIONS,DISCOURSE,EMPATHY,CALL,HELP}},
language = {{eng}},
pages = {{30--48}},
title = {{A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting : a move analysis}},
url = {{http://doi.org/10.1016/j.esp.2021.08.001}},
volume = {{65}},
year = {{2022}},
}
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