Managing nongranting of customers' requests in commercial service encounters
by Seung-Hee Lee
Link
Reference:
Seung-Hee Lee, (2011), "Managing nongranting of customers' requests in commercial service encounters", Research on Language and Social Interaction, vol. 44, no. 2, pp. 109–134.
Bibtex Entry:
@ARTICLE{Lee2011a,
  author = "Seung-Hee Lee", 
  doi = "10.1080/08351813.2011.567091", 
  keywords = "EMCA, Institutional interaction, Service Encounter, Requests", 
  journal = "Research on Language and Social Interaction", 
  number = "2", 
  pages = "109–134", 
  title = "Managing nongranting of customers' requests in commercial service encounters", 
  url = "http://www.tandfonline.com/doi/abs/10.1080/08351813.2011.567091", 
  volume = "44", 
  year = "2011", 
}