Closing the gap in customer service encounters: Customers’ use of upshot formulations to manage service responses
by Heidi Kevoe-Feldman
Link
Reference:
Heidi Kevoe-Feldman, (2015), "Closing the gap in customer service encounters: Customers’ use of upshot formulations to manage service responses", Pragmatics and Society, vol. 6, no. 1, pp. 67–88.
Bibtex Entry:
@ARTICLE{KevoeFeldman2015,
  author = "Heidi Kevoe-Feldman", 
  doi = "10.1075/ps.6.1.04kev", 
  keywords = "EMCA, Service Encounter, Formulations, Questions, Institutional", 
  journal = "Pragmatics and Society", 
  number = "1", 
  pages = "67–88", 
  title = "Closing the gap in customer service encounters: Customers’ use of upshot formulations to manage service responses", 
  url = "https://www.jbe-platform.com/content/journals/10.1075/ps.6.1.04kev", 
  volume = "6", 
  year = "2015", 
}