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Expressing and Responding to Customer (Dis)satisfaction Online: New Insights From Discourse and Linguistic Approaches
Expressing and Responding to Customer (Dis)satisfaction Online: New Insights From Discourse and Linguistic Approaches
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Expressing and Responding to Customer (Dis)satisfaction Online: New Insights From Discourse and Linguistic Approaches

Ruytenbeek, Nicolas ; Decock, Sofie

International journal of business communication (Thousand Oaks, Calif.), 2024-01, Vol.61 (1), p.3-17 [Periódico revisado por pares]

Los Angeles, CA: SAGE Publications

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2
Interpersonal Strategies in E-Complaint Refusals: Textbook Advice Versus Actual Situated Practice
Interpersonal Strategies in E-Complaint Refusals: Textbook Advice Versus Actual Situated Practice
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Interpersonal Strategies in E-Complaint Refusals: Textbook Advice Versus Actual Situated Practice

Decock, Sofie ; De Clerck, Bernard ; Van Herck, Rebecca

Business and professional communication quarterly, 2020-09, Vol.83 (3), p.285-308 [Periódico revisado por pares]

Los Angeles, CA: SAGE Publications

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3
The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization
The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization
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The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

Van Herck, Rebecca ; Decock, Sofie ; De Clerck, Bernard ; Hudders, Liselot

International journal of business communication (Thousand Oaks, Calif.), 2023-10, Vol.60 (4), p.1220-1266 [Periódico revisado por pares]

Los Angeles, CA: SAGE Publications

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4
(In)directness and complaints: A reassessment
(In)directness and complaints: A reassessment
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(In)directness and complaints: A reassessment

Decock, Sofie ; Depraetere, Ilse

Journal of pragmatics, 2018-07, Vol.132, p.33-46 [Periódico revisado por pares]

Amsterdam: Elsevier B.V

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5
Discursive approaches to webcare: A closer look at apologies, conversational human voice, legitimation, and emotion regulation
Discursive approaches to webcare: A closer look at apologies, conversational human voice, legitimation, and emotion regulation
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Discursive approaches to webcare: A closer look at apologies, conversational human voice, legitimation, and emotion regulation

Decock, Sofie

Discourse, context & media, 2022-03, Vol.45, p.100575, Article 100575 [Periódico revisado por pares]

Elsevier Ltd

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6
Linguistic (in)directness in twitter complaints: A contrastive analysis of railway complaint interactions
Linguistic (in)directness in twitter complaints: A contrastive analysis of railway complaint interactions
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Linguistic (in)directness in twitter complaints: A contrastive analysis of railway complaint interactions

Depraetere, Ilse ; Decock, Sofie ; Ruytenbeek, Nicolas

Journal of pragmatics, 2021-01, Vol.171, p.215-233 [Periódico revisado por pares]

Amsterdam: Elsevier B.V

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7
Exploring the impact of platforms' affordances on the expression of negativity in online hotel reviews
Exploring the impact of platforms' affordances on the expression of negativity in online hotel reviews
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Exploring the impact of platforms' affordances on the expression of negativity in online hotel reviews

Ruytenbeek, Nicolas ; Verschraegen, Marie ; Decock, Sofie

Journal of pragmatics, 2021-12, Vol.186, p.289-307 [Periódico revisado por pares]

Amsterdam: Elsevier B.V

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8
The Comprehensibility and Appreciation of Non-Binary Pronouns in Newspaper Reporting. The Case of Hen and Die in Dutch
The Comprehensibility and Appreciation of Non-Binary Pronouns in Newspaper Reporting. The Case of Hen and Die in Dutch
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The Comprehensibility and Appreciation of Non-Binary Pronouns in Newspaper Reporting. The Case of Hen and Die in Dutch

Decock, Sofie ; Van Hoof, Sarah ; soens, Ellen ; Verhaegen, Hanne

Applied linguistics, 2024-06, Vol.45 (2), p.330-347 [Periódico revisado por pares]

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9
The comprehensibility and appreciation of non-binary pronouns in newspaper reporting : the case of hen and die in Dutch
The comprehensibility and appreciation of non-binary pronouns in newspaper reporting : the case of hen and die in Dutch
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The comprehensibility and appreciation of non-binary pronouns in newspaper reporting : the case of hen and die in Dutch

Decock, Sofie ; Van Hoof, Sarah ; Soens, Ellen ; Verhaegen, Hanne

2024

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10
A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting: A move analysis
A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting: A move analysis
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A unique blend of interpersonal and transactional strategies in English email responses to customer complaints in a B2C setting: A move analysis

Van Herck, Rebecca ; Decock, Sofie ; Fastrich, Bridgit

English for specific purposes (New York, N.Y.), 2022-01, Vol.65, p.30-48 [Periódico revisado por pares]

Elsevier Ltd

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