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
Duration
01 January 2017 → 31 October 2021
Funding
Regional and community funding: Special Research Fund
Research disciplines
  • 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
Keywords
customer satisfaction language in service complaint management Linguistics Interculturalism Communication
 
Project description

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.