Research Explorer

Project

The effect of linguistic wrapping on customer outcomes. A closer look at interpersonal strategies in German and UK B2C complaint management.
Code
01N05617
Looptijd
01-01-2017 → 31-10-2021
Financiering
Regional and community funding: Special Research Fund
Onderzoeksdisciplines
  • Humanities and the arts
    • Language studies
    • Linguistics
    • Literary studies
    • Theory and methodology of linguistics
    • Other languages and literary studies
  • Social sciences
    • Communication sciences
    • Journalism and professional writing
    • Media studies
    • Other media and communications
Trefwoorden
klantentevredenheid klachtenbehandeling taal in dienstverlening Taalkunde Interculturaliteit Communicatie
 
Projectomschrijving

This research project builds on the observation that more light needs to be shed on the influence of language in service contexts. Focusing on a German and UK B2C setting, it intends to study how interpersonal strategies and their linguistic realizations in organizational e-mail replies to complaints impact customer outcomes such as justice perceptions and satisfaction.