Verbal Communication Between Complaining Consumers and Company Service Representatives

Verbal Communication Between Complaining Consumers and Company Service Representatives Dissatisfied consumers are encouraged to complain directly to company service representatives. However, little is known about the verbal communication that actually occurs during these interactions. To address this research area, the content of 461 telephone calls between complaining consumers and service representatives was analyzed. Results showed that (1) consumers and service representatives perform distinct communication roles; (2) communication evolves from discussion of performance, to attribution, to equity issues during the course of these interactions; and (3) communication is not standardized across service representatives. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Consumer Affairs Wiley

Verbal Communication Between Complaining Consumers and Company Service Representatives

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Publisher
Wiley
Copyright
Copyright © 1996 Wiley Subscription Services, Inc., A Wiley Company
ISSN
0022-0078
eISSN
1745-6606
D.O.I.
10.1111/j.1745-6606.1996.tb00066.x
Publisher site
See Article on Publisher Site

Abstract

Dissatisfied consumers are encouraged to complain directly to company service representatives. However, little is known about the verbal communication that actually occurs during these interactions. To address this research area, the content of 461 telephone calls between complaining consumers and service representatives was analyzed. Results showed that (1) consumers and service representatives perform distinct communication roles; (2) communication evolves from discussion of performance, to attribution, to equity issues during the course of these interactions; and (3) communication is not standardized across service representatives.

Journal

Journal of Consumer AffairsWiley

Published: Dec 1, 1996

References

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