The interactional work of suppressing complaints in customer service encounters

Kevoe-Feldman, Heidi

doi:10.1016/j.pragma.2017.10.018

by Heidi Kevoe-Feldman

Reference:

Heidi Kevoe-Feldman, (2018), "The interactional work of suppressing complaints in customer service encounters", Journal of Pragmatics, vol. 123, pp. 102–112.

Bibtex Entry:

@ARTICLE{Kevoe-Feldman2018a,
  author = "Heidi Kevoe-Feldman", 
  doi = "10.1016/j.pragma.2017.10.018", 
  keywords = "EMCA, Conversation analysis, Customer service, Complaints, Interaction, Institutional talk", 
  journal = "Journal of Pragmatics", 
  pages = "102–112", 
  title = "The interactional work of suppressing complaints in customer service encounters", 
  url = "https://www.sciencedirect.com/science/article/abs/pii/S0378216616307330", 
  volume = "123", 
  year = "2018", 
}