Difference between revisions of "Lee2011a"
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{{BibEntry | {{BibEntry | ||
|BibType=ARTICLE | |BibType=ARTICLE | ||
| − | |Author(s)=Seung-Hee Lee; | + | |Author(s)=Seung-Hee Lee; |
|Title=Managing nongranting of customers' requests in commercial service encounters | |Title=Managing nongranting of customers' requests in commercial service encounters | ||
| − | |Tag(s)=EMCA; Institutional interaction; Service Encounter; Requests; | + | |Tag(s)=EMCA; Institutional interaction; Service Encounter; Requests; |
|Key=Lee2011a | |Key=Lee2011a | ||
|Year=2011 | |Year=2011 | ||
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|Volume=44 | |Volume=44 | ||
|Number=2 | |Number=2 | ||
| − | |Pages= | + | |Pages=109–134 |
|URL=http://www.tandfonline.com/doi/abs/10.1080/08351813.2011.567091 | |URL=http://www.tandfonline.com/doi/abs/10.1080/08351813.2011.567091 | ||
| − | |DOI= | + | |DOI=10.1080/08351813.2011.567091 |
|Abstract=Customers' requests and their satisfaction are the primary goal and purpose of interaction in commercial service encounters. Nongranting of service requests, however, is inevitable on some occasions, and its management can be a significant problem. This article examines how agents design their conduct when customers' requests cannot be granted. Using data from calls to an airline service, this article shows that agents can develop customers' requests in a grantable direction in and through sequences that make the request itself. They may shape customers' expectations in advance, rather than failing to provide the service overtly, so that customers will be made to request what the organization can provide. | |Abstract=Customers' requests and their satisfaction are the primary goal and purpose of interaction in commercial service encounters. Nongranting of service requests, however, is inevitable on some occasions, and its management can be a significant problem. This article examines how agents design their conduct when customers' requests cannot be granted. Using data from calls to an airline service, this article shows that agents can develop customers' requests in a grantable direction in and through sequences that make the request itself. They may shape customers' expectations in advance, rather than failing to provide the service overtly, so that customers will be made to request what the organization can provide. | ||
}} | }} | ||
Latest revision as of 11:34, 28 November 2019
| Lee2011a | |
|---|---|
| BibType | ARTICLE |
| Key | Lee2011a |
| Author(s) | Seung-Hee Lee |
| Title | Managing nongranting of customers' requests in commercial service encounters |
| Editor(s) | |
| Tag(s) | EMCA, Institutional interaction, Service Encounter, Requests |
| Publisher | |
| Year | 2011 |
| Language | |
| City | |
| Month | |
| Journal | Research on Language and Social Interaction |
| Volume | 44 |
| Number | 2 |
| Pages | 109–134 |
| URL | Link |
| DOI | 10.1080/08351813.2011.567091 |
| ISBN | |
| Organization | |
| Institution | |
| School | |
| Type | |
| Edition | |
| Series | |
| Howpublished | |
| Book title | |
| Chapter | |
Abstract
Customers' requests and their satisfaction are the primary goal and purpose of interaction in commercial service encounters. Nongranting of service requests, however, is inevitable on some occasions, and its management can be a significant problem. This article examines how agents design their conduct when customers' requests cannot be granted. Using data from calls to an airline service, this article shows that agents can develop customers' requests in a grantable direction in and through sequences that make the request itself. They may shape customers' expectations in advance, rather than failing to provide the service overtly, so that customers will be made to request what the organization can provide.
Notes
