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

Trading Crypto Currency: The Ideological Shaping of Consumer Financial Decision Making

Burcak Ertimur, Fairleigh Dickinson University
Ela Veresiu, York University, Canada
Markus Giesler, York University, Canada

Read More

Featured

In Praise of Pleasure: Hedonic Consumption Fosters Prosocial Behavior

Daniela Cristian, City University of London, UK
Bob Fennis, University of Groningen, The Netherlands
Luk Warlop, Norwegian School of Management, Norway

Read More

Featured

O13. Pain of Loss: How Losing in a Promotional Competition Influences Consumer Attitude

Arash Talebi, ESSEC Business School
Sonja Prokopec, ESSEC Business School
Ayse Onculer, ESSEC Business School

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.