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Communicating Consumer Complaints: Message Content and its Perceived Effectiveness

机译:传达消费者投诉:消息内容及其感知的有效性

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摘要

Consumers sometimes experience discontent when they interact with companies and mayrncomplain to communicate their dissatisfaction. To date, most researchers have focused onrnwhat organizations do to remedy consumer dissatisfaction without examining the contentrnof the complaint messages. This is regrettable considering the degree to which organizationsrncomply with complaints may be a function of what consumers say. Using Garner’srn(2009) typology of organizational influence and dissent as a theoretical guide, we createdrna measure of consumer complaining to determine what people say when they complain torncompanies and what messages they perceive to be effective in gaining compliance.
机译:消费者在与公司互动时可能会感到不满,可能会抱怨而表达他们的不满。迄今为止,大多数研究人员都专注于组织在不检查投诉信息内容的情况下采取何种措施来补救消费者的不满。考虑到组织遵从投诉的程度可能取决于消费者所说的话,这令人遗憾。我们使用Garner(2009年)的组织影响和异议类型学作为理论指南,建立了消费者抱怨的衡量标准,以确定人们在抱怨破产公司时会说些什么,以及他们认为有效地获得了合规的消息。

著录项

  • 来源
    《Communication Quarterly》 |2014年第3期|357-380|共24页
  • 作者单位

    Department of CommunicationStudies at California State University, Long Beach.1250 Bellflower Boulevard, MS2009 AS-350, Long Beach, CA 90840;

    Department of Communication Studies at the University ofAlabama, Tuscaloosa;

    Department of Communication Studies at West Virginia University;

  • 收录信息 美国《科学引文索引》(SCI);美国《工程索引》(EI);美国《生物学医学文摘》(MEDLINE);美国《化学文摘》(CA);
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Communication; Complain; Consumer; Effective; Organization;

    机译:通讯;抱怨;消费者;有效;组织;
  • 入库时间 2022-08-17 23:23:41

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