Pension helpdesk calls: A repair mechanism in the client communication of financial institutions
by Louise Nell, Leo Lentz, Henk Pander Maat, Tom Koole
Link
Reference:
Louise Nell, Leo Lentz, Henk Pander Maat, Tom Koole, (2015), "Pension helpdesk calls: A repair mechanism in the client communication of financial institutions", Studies in Communication Sciences, vol. 15, no. 1, pp. 103–110.
Bibtex Entry:
@ARTICLE{Nell2015,
  author = "Louise Nell, Leo Lentz, Henk Pander Maat and Tom Koole", 
  doi = "10.1016/j.scoms.2015.02.002", 
  keywords = "EMCA, Pension helpdesk calls, Client communication", 
  journal = "Studies in Communication Sciences", 
  number = "1", 
  pages = "103–110", 
  title = "Pension helpdesk calls: A repair mechanism in the client communication of financial institutions", 
  url = "https://www.sciencedirect.com/science/article/pii/S1424489615000181", 
  volume = "15", 
  year = "2015", 
}