The effect of linguistic wrapping on customer outcomes. A closer look at interpersonal strategies in German and UK B2C complaint management

Het effect van de talige verpakking op percepties, ervaringen en gedrag van klanten. Een studie van interpersoonlijke strategie├źn in klachtenbehandeling in een Duitse en Britse B2C context
Start - End 
2017 - 2021 (ongoing)
Type 
Department(s) 
Department of Translation, Interpreting and Communication

Tabgroup

Abstract

This research project further explores the influence of language on customer outcomes 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 justice perceptions and satisfaction (a.o).

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Supervisor(s)

Co-supervisor(s)