Building interpersonal closeness in complaint responses in customer service

IF 0.1 0 LANGUAGE & LINGUISTICS
Ping Liu, Huiying Liu
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引用次数: 0

Abstract

Positioned in interpersonal pragmatics, this article examines the role of building interpersonal closeness in complaint responses in telephone interactions. Based on four extracts drawn from the data of about two hours of 15 recordings of telephone interactions between customers and the customer service agents of one Chinese airline, it reveals that the agents mainly employ six types of strategies as ways of building interpersonal closeness: alignment, compliment, affiliation, solidarity, self-disclosure and empathy. The use of these strategies, very often in combination, is intended to create and/or enhance interpersonal closeness in behavioural, affective and cognitive dimensions to facilitate complaint settlement. The findings shed light on the improvement of customer service in a more and more digitalised world. 
在客户服务的投诉回复中建立人际亲和力
本文从人际语用学的角度出发,研究了电话互动中建立人际亲近感在投诉回复中的作用。文章从一家中国航空公司的客户与客服人员之间约两个小时的 15 段电话互动录音中摘录了四段数据,揭示了客服人员主要采用六种策略来建立人际亲近感:一致、恭维、附属、团结、自我披露和移情。这些策略往往结合使用,目的是在行为、情感和认知方面建立和/或加强人际亲近感,以促进投诉的解决。研究结果为在日益数字化的世界中改进客户服务提供了启示。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
East Asian Pragmatics
East Asian Pragmatics Social Sciences-Cultural Studies
CiteScore
0.70
自引率
0.00%
发文量
21
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