The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Rebecca Van Herck, Sofie Decock, Bernard De Clerck, and Liselot Hudders
| Year of publication: |
2023
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| Authors: | Van Herck, Rebecca ; Decock, Sofie ; De Clerck, Bernard ; Hudders, Liselot |
| Published in: |
International journal of business communication : IJBC ; a publication of the Association of Business Communication. - Los Angeles, Calif. : Sage, ISSN 2329-4892, ZDB-ID 2754771-1. - Vol. 60.2023, 4, p. 1220-1266
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| Subject: | employee empathy | service recovery | complaint handling | customer complaints | acceptance of blame | Beschwerdemanagement | Complaint management | Emotion | Beziehungsmarketing | Relationship marketing | Vertrauen | Confidence | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/23294884211032316 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014365724