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.
| Original language | English |
|---|---|
| Pages (from-to) | 109-134 |
| Number of pages | 26 |
| Journal | Research on Language and Social Interaction |
| Volume | 44 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 2011 Apr 1 |
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All Science Journal Classification (ASJC) codes
- Social Psychology
- Communication
- Linguistics and Language
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Managing nongranting of customers' requests in commercial service encounters. / Lee, Seung Hee.
In: Research on Language and Social Interaction, Vol. 44, No. 2, 01.04.2011, p. 109-134.Research output: Contribution to journal › Article
TY - JOUR
T1 - Managing nongranting of customers' requests in commercial service encounters
AU - Lee, Seung Hee
PY - 2011/4/1
Y1 - 2011/4/1
N2 - 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.
AB - 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.
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UR - http://www.scopus.com/inward/citedby.url?scp=79957871525&partnerID=8YFLogxK
U2 - 10.1080/08351813.2011.567091
DO - 10.1080/08351813.2011.567091
M3 - Article
AN - SCOPUS:79957871525
VL - 44
SP - 109
EP - 134
JO - Research on Language and Social Interaction
JF - Research on Language and Social Interaction
SN - 0835-1813
IS - 2
ER -