Complaint Response Strategies in Interpersonally Sensitive Phone Interactions in Chinese Service

2020 ◽  
Vol 7 (12) ◽  
pp. 153-180
Author(s):  
Ping Liu ◽  
Min Cai
Keyword(s):  
Call Center ◽  
Service Industry ◽  
Interpersonal Relationship ◽  
Business Organizations ◽  
Customer Complaints ◽  
Response Strategies ◽  
Complaint Handling ◽  
Research Questions ◽  
Definition Of ◽  
Pragmatic Strategies

For any business organizations, it is of great importance to handle customer complaints effectively. This is particularly vital in the service industry as complaining customers are found not very collaborative and tend to be emotional in the process of complaining [1] and sometimes the exchanges between agents and complaining customers become interpersonally sensitive. Following Orthaber and Reiter’s [2] definition of “interpersonally sensitive exchange”, this study addresses two research questions: (1) what pragmatic strategies are employed by call center agents in interpersonally sensitive interactions in complaint responses? 2) and what are the effects of these strategies on interpersonal relationship in complaint responses? Based on a corpus of 42 outbound calls (approximately 7.5 hours) made by the agents in the Complaint Centre of one Chinese airline, four conventional and two unconventional complaint response strategies are found to be employed by the agents. These strategies produce positive outcomes in some cases while lead to opposite effects in others. An effective strategy can either enhance the rapport between the agent and the complaining customer, or benefit the progressivity of complaint handling. Conversely, it deteriorates the originally sensitive rapport and sometimes even leads to upgraded complaint.

scholarly journals Promotion of Resilience in Migrants: A Systematic Review of Study and Psychosocial Intervention

2021 ◽  
Author(s):  
Maria Ciaramella ◽  
Nadia Monacelli ◽  
Livia Concetta Eugenia Cocimano
Keyword(s):  
Systematic Review ◽  
Psychosocial Intervention ◽  
Life Experiences ◽  
Psychosocial Interventions ◽  
Migrant Population ◽  
Methodological Choices ◽  
Research Questions ◽  
Definition Of ◽  
Selection Of

AbstractThis systematic review aimed to contribute to a better and more focused understanding of the link between the concept of resilience and psychosocial interventions in the migrant population. The research questions concerned the type of population involved, definition of resilience, methodological choices and which intervention programmes were targeted at migrants. In the 90 articles included, an heterogeneity in defining resilience or not well specified definition resulted. Different migratory experiences were not adequately considered in the selection of participants. Few resilience interventions on migrants were resulted. A lack of procedure’s descriptions that keep in account specific migrants’ life-experiences and efficacy’s measures were highlighted.

The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

2021 ◽  
pp. 232948842110323
Author(s):  
Rebecca Van Herck ◽  
Sofie Decock ◽  
Bernard De Clerck ◽  
Liselot Hudders
Keyword(s):  
Positive Impact ◽  
Brand Trust ◽  
Mediating Effects ◽  
Customer Complaints ◽  
Moderation Effects ◽  
Complaint Handling ◽  
Negative Effect ◽  
Handling Quality ◽  
The Impact

This study investigates the effect of linguistic realizations of employee empathy (LREE) on brand trust in email responses to customer complaints. We explore possible mediating effects of perceived empathy and perceived complaint handling quality and we look into moderation effects of compensation (Study 1) or customer’s acceptance of blame (Study 2). Our aim is to find out if LREE have a negative or positive impact on the customer in cases of partial refunds, either because LREE are being perceived as insincere or as genuine expressions of concern. The results of two experiments show that LREE positively influence brand trust through higher perceived empathy and perceived complaint handling quality. However, the expected negative effect is not found, as LREE are more effective in a low versus high compensation condition. The effectiveness itself is not influenced by the acceptance of blame when a partial refund is offered.

scholarly journals Interpersonal nurse-patient relationship with a young schizophrenic pregnant woman

2016 ◽  
Vol 10 (2) ◽  
pp. 136-148
Author(s):  
Renata Marques de Oliveira ◽  
Antonia Regina Ferreira Furegato
Keyword(s):  
Thematic Analysis ◽  
Psychiatric Treatment ◽  
Interpersonal Relationship ◽  
Psychiatric History ◽  
Patient Relationship ◽  
Therapeutic Interaction ◽  
Main Challenge ◽  
Schizophrenic Woman ◽  
Definition Of ◽  
Insight Into

The objective of this study was to investigate elements of the personal and psychiatric history, as well as the challenges related to motherhood, of a young schizophrenic female, through person-centered therapeutic interaction. The investigation had an exploratory scope, undertaken in a teaching hospital and data were collected during nondirective interaction on the part of the nurse with a young schizophrenic woman who had been treated in the institution for 10 years. Thematic analysis of the content was undertaken, with emphasis on the nuclei of meaning, identification of the themes and definition of the categories. The patient, called L. in this study, was 30 years old, had a two-year-old child and was three months pregnant when data were collected. Her trajectory was characterized by doubts, fears and uncertainties. The episodes of hospitalization, the coexistence with other patients, and the medications promoted insight into the symptoms, and acceptance of the diagnosis. The main challenge was experiencing pregnancy and the puerperium concomitantly with the psychiatric treatment. The interpersonal relationship established evidenced that, the young woman felling understood and that her needs were attended, overcame several difficulties she had reported and felt fulfilled and integrated into her social environment.

scholarly journals The Role of EFL Teachers' Self-Disclosure as Predictors of Student's Willingness to Communicate and Their Engagement

2021 ◽  
Vol 12 ◽  
Author(s):  
Xingpei Liu ◽  
Linhan Zhu
Keyword(s):  
Interpersonal Relationship ◽  
Willingness To Communicate ◽  
Self Disclosure ◽  
Efl Teachers ◽  
Role Of Teachers ◽  
Definition Of

This study aims to delve into the role of teachers' self-disclosure on developing students' willingness to communicate (WTC) and students' engagement. First of all, a definition of willingness to communicate is proposed, then the concept of teachers' disclosure is explained. Moreover, the definition of engagement and its facilitators are mentioned. The interpersonal relationship between students and teachers with regard to some examples is discussed then. Finally, the significant effect of what has been disclosed by the teachers in both students' willingness to communicate and engagement is discussed. Some limitations in this line of study and pedagogical implications are proposed for avid researchers.

scholarly journals A Preliminary Report of Advisor Perceptions of Advising and of a Profession

2015 ◽  
Vol 35 (2) ◽  
pp. 60-70 ◽  
Author(s):  
Sharon A. Aiken-Wisniewski ◽  
Anna Johnson ◽  
Joshua Larson ◽  
Jason Barkemeyer
Keyword(s):  
Academic Advising ◽  
Preliminary Report ◽  
Phenomenological Study ◽  
Global Community ◽  
Academic Advisor ◽  
Research Questions ◽  
Definition Of

Practicing advisors may not agree, know, or understand that advising does not meet the scholarly definition of a profession. Through a phenomenological study, members of NACADA: The Global Community for Academic Advising were invited to describe the position of academic advisor. The data gathered were used to address two research questions: “How do advisors describe the occupation of advising?” and “How do advisors describe a profession?” Answers to these questions provided a foundation to understand advisors' views of advising as an occupation, definition of their own career, and understanding of a profession as it relates to advising.

scholarly journals Student eXperience: A Systematic Literature Review

2021 ◽  
Vol 11 (20) ◽  
pp. 9543
Author(s):  
Nicolás Matus ◽  
Cristian Rusu ◽  
Sandra Cano
Keyword(s):  
Higher Education ◽  
Literature Review ◽  
Undergraduate Students ◽  
Systematic Literature Review ◽  
Higher Education Institutions ◽  
Student Experience ◽  
Educational Institutions ◽  
Research Questions ◽  
Definition Of ◽  
Quality In Higher Education

Students’ experiences have been covered by a large number of studies in different areas. Even so, the concept of student experience (SX) is diffuse, as it does not have a widely accepted meaning and is often shaped to the specific purposes of each study. Understanding this concept allows educational institutions to better address the needs of students. For this reason, we conducted a systematic literature review addressing the concept of SX in higher education, specifically aiming at undergraduate students. In this work, we approach the concept of SX from the perspective of customer experience (CX), based on the premise that students are users of higher education institutions’ products, systems and/or services. We reviewed articles published between 2011 and 2021, indexed in five databases (Scopus, Web of Sciences, ACM digital, IEEE Xplore and Science Direct), trying to address research questions concerning: (1) the SX definition; (2) dimensions, attributes and factors that influence SX; and (3) methods used to evaluate the SX. We selected 65 articles and analyzed various SX definitions, as well as scales and surveys to evaluate SX, mainly relating to satisfaction and quality in higher education. We propose a holistic definition of SX and recommend ways to achieve its better analysis.

Emotional stakeholders as “crisis communicators” in social media

2016 ◽  
Vol 21 (3) ◽  
pp. 289-308 ◽  
Author(s):  
Britt Foget Johansen ◽  
Winni Johansen ◽  
Nina M. Weckesser
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Content Type ◽  
Customer Complaints ◽  
Response Strategies ◽  
Telephone Companies ◽  
Communication Processes ◽  
Organizational Crises ◽  
The Many ◽  
A Company

Purpose – The purpose of this paper is to examine the Telenor customer complaints crisis triggered on the company Facebook site in August 2012. More specifically, the paper focusses on how friends and enemies of a company interact, and how faith-holders serve as crisis communicators in a rhetorical sub-arena that opens up on Facebook. Design/methodology/approach – The study is based on a textual analysis of 4,368 posts from the Telenor Facebook site, and an interview with the senior digital manager of Telenor. Findings – Not only current and previous customers but also those from rival telephone companies were active in the Facebook sub-arena. The customers complaining about the company services were met not only with the response of Telenor, but also with counter-attacks from faith-holders acting in defense of Telenor. However, these faith-holders were using defensive response strategies, while Telenor used accommodative strategies. Research limitations/implications – Organizational crises need to be seen as a complex set of communication processes, including the many voices that start communicating from different positions, and taking into account not only the response strategies of the organization but also the response strategies applied by supportive emotional stakeholders. In practice, faith-holders need to be monitored, as they may prove useful as “crisis communicators.” Originality/value – The paper provides insights into an under-investigated area of crisis communication: the strategies of faith-holders acting as “crisis communicators” defending a company and themselves against attacks from negative voices on social media.

Dostoevsky and the Word “Jew”: A Quantitative Analysis of F.M. Dostoevsky’s Greatest Novels

Libri ◽  
2022 ◽  
Vol 0 (0) ◽  
Author(s):  
Yigal Nirenberg ◽  
Gila Prebor
Keyword(s):  
Quantitative Analysis ◽  
Digital Humanities ◽  
Close Reading ◽  
Distant Reading ◽  
Anti Semitism ◽  
Research Questions ◽  
Definition Of ◽  
Great Writer ◽  
Relationship Of ◽  
The Relationship

Abstract The relationship of F.M Dostoevsky with Jews attracted the attention of numerous scholars throughout the years, many of whom attempted to grapple with the views of the great writer and their origin. In this article we will attempt to show this relationship by analyzing six of Dostoevsky’s greatest novels, written through the entirety of his career. We are analyzing these novels using Distant Reading in conjunction with Close Reading, tools that are commonly used in the field of digital humanities, which enabled us to show visually the extent of F.M. Dostoevsky’s engagement with this topic. The study poses two research questions: 1. To what extent did the writer use the more denigrating term “Zhid”? 2. Can we see a correlation between the writer’s portrayal of Jews with the definition of Anti-Semitism as it was known during his era? The obtained results show that there is clearly a correlation between the definition of anti-Semitism as it was understood at the time of Dostoevsky and the “Jew” as depicted in his novels, as the financial motif is paramount in the depiction of Jews as this is the central topic in 49% of the negative sentences in which the word “Jew” appears, with 59% of these sentences classified as stereotypes. The negative financial stereotype constitutes 32% of the entire corpus. In addition, we found the term “Zhid” is commonly used by the writer, a variation of which constitutes 75% of the total terms used to depict Jews.

A Phenomenological Study of Female and Feminist Identities Among Iranian Muslim Immigrant Women

2021 ◽  
pp. 39-60
Author(s):  
Mozhgan Malekan
Keyword(s):  
Social Change ◽  
Phenomenological Study ◽  
Immigrant Women ◽  
Religious Identities ◽  
Individual Interviews ◽  
Gender Consciousness ◽  
Self Image ◽  
The Us ◽  
Research Questions ◽  
Definition Of

Little is known about Iranian Muslim immigrant women in the US with respect to their female and feminist identities and the interconnections with Islam and immigration. The aim in the current study was to provide detailed answers to the research questions using diagrammatic elicitation, semi-structured individual interviews, and observation as the primary tools for collecting data. Two themes—immigration and experiencing more freedom and autonomy and immigration and different conditions—emerged through diagrammatic elicitation. Five themes emerged during the interviews. These themes included experiencing social change and a new definition of the situation, experiencing different values, empowerment and emancipation, fulfillment of needs, and self-image. Three themes appeared from observation of the participants in the group meetings: gender identity versus national and religious identities, America the land of opportunities, and to be or not be is the question. The current study suggests that the participants are experiencing a sort of gender consciousness and agency.

Introduction

2015 ◽  
pp. 1-28
Keyword(s):  
Business Process ◽  
Research Topic ◽  
Process Standardization ◽  
Research Questions ◽  
Business Process Standardization ◽  
Definition Of ◽  
Key Terms

The goal of this chapter is to give an overview of the work at hand: it introduces Business Process Standardization (BPS), explains the motivation of the research topic, and formulates research questions to be answered. Then, it explains the methodology used, provides a definition of key terms, and gives an overview of the structure of the book. Finally, it summarizes the main findings of the book.

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