The Impact of Dialogue Dynamics in Online Service Resolution

Complaint handling by frontline employees (FLEs) is increasingly occurring in digital channels. Drawing on dialogical interaction analysis, we demonstrate that customer complaints with more negative language are more difficult to solve, but by using dominant language and matching the consumer’s linguistic style, FLEs can improve perceptions the complaint was resolved.



Citation:

Francisco Villarroal Ordenes, Dhruv Grewal, Lauren Grewal, and Panagiotis Sarantopoulos (2019) ,"The Impact of Dialogue Dynamics in Online Service Resolution", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 29-34.

Authors

Francisco Villarroal Ordenes, University of Massachusetts, USA
Dhruv Grewal, Babson College, USA
Lauren Grewal, Dartmouth College, USA
Panagiotis Sarantopoulos, University of Manchester, UK



Volume

NA - Advances in Consumer Research Volume 47 | 2019



Share Proceeding

Featured papers

See More

Featured

Tackling Over-Consumption: How Proximal Depictions of Unhealthy Food Products Influence the Consumption Behavior

Sumit Malik, IE Business School, IE University
Eda Sayin, IE Business School, IE University, Spain
Kriti Jain, IE Business School, IE University, Spain

Read More

Featured

F7. Mere Packaging and Consumer Choice

Tim Philipp Doering, University of Michigan, USA
Katherine Burson, University of Michigan, USA
Andrew D Gershoff, University of Texas at Austin, USA

Read More

Featured

Preferences for Insight and Effort Differ across Domains and Audiences

Gaetano Nino Miceli, University of Calabria
Irene Scopelliti, City University of London, UK
Maria Antonietta Raimondo, University of Calabria

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.