"Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business Interaction
This article is concerned with the teaching of pragmatic functions when training stu-dents for a future career in intercultural business communication. Having outlined six important constellations likely to result in success or failure, we focus on strategies for the successful handling of customer...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | deu |
| Published: |
Aarhus University
1998-02-01
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| Series: | Hermes |
| Online Access: | https://tidsskrift.dk/her/article/view/25477 |
| _version_ | 1818145585342971904 |
|---|---|
| author | Anna Trosborg Philip Shaw |
| author_facet | Anna Trosborg Philip Shaw |
| author_sort | Anna Trosborg |
| collection | DOAJ |
| description | This article is concerned with the teaching of pragmatic functions when training stu-dents for a future career in intercultural business communication. Having outlined six important constellations likely to result in success or failure, we focus on strategies for the successful handling of customer complaints seen in comparison with responses to complaints in everyday interactions. It is suggested that transfer of behaviour con-sidered suitable in everyday face-to-face interaction to business interaction may lead to unsuccessful processing of customer complaints. |
| first_indexed | 2024-12-11T12:05:48Z |
| format | Article |
| id | doaj.art-0ebab23141224f4e901a3294d7a66236 |
| institution | Directory Open Access Journal |
| issn | 0904-1699 1903-1785 |
| language | deu |
| last_indexed | 2024-12-11T12:05:48Z |
| publishDate | 1998-02-01 |
| publisher | Aarhus University |
| record_format | Article |
| series | Hermes |
| spelling | doaj.art-0ebab23141224f4e901a3294d7a662362022-12-22T01:07:56ZdeuAarhus UniversityHermes0904-16991903-17851998-02-01112110.7146/hjlcb.v11i21.25477"Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business InteractionAnna TrosborgPhilip ShawThis article is concerned with the teaching of pragmatic functions when training stu-dents for a future career in intercultural business communication. Having outlined six important constellations likely to result in success or failure, we focus on strategies for the successful handling of customer complaints seen in comparison with responses to complaints in everyday interactions. It is suggested that transfer of behaviour con-sidered suitable in everyday face-to-face interaction to business interaction may lead to unsuccessful processing of customer complaints.https://tidsskrift.dk/her/article/view/25477 |
| spellingShingle | Anna Trosborg Philip Shaw "Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business Interaction Hermes |
| title | "Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business Interaction |
| title_full | "Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business Interaction |
| title_fullStr | "Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business Interaction |
| title_full_unstemmed | "Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business Interaction |
| title_short | "Sorry does not pay my bills". The Handling of Complaints in Everyday Interaction/Cross-Cultural Business Interaction |
| title_sort | sorry does not pay my bills the handling of complaints in everyday interaction cross cultural business interaction |
| url | https://tidsskrift.dk/her/article/view/25477 |
| work_keys_str_mv | AT annatrosborg sorrydoesnotpaymybillsthehandlingofcomplaintsineverydayinteractioncrossculturalbusinessinteraction AT philipshaw sorrydoesnotpaymybillsthehandlingofcomplaintsineverydayinteractioncrossculturalbusinessinteraction |