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Person- versus content-oriented approaches in English and German email responses to customer complaints: a cross-cultural analysis of moves and first-person pronouns
16 references·0 citing·38 second hop
Person- versus content-oriented approaches in English and German email responses to customer complaints: a cross-cultural analysis of moves and first-person pronouns (2021)Person- versus content-oriented approache…The Content Analysis Guidebook (2017)The Content Analysis GuidebookThe Pragmatics of Politeness (2014)The Pragmatics of PolitenessThe Encyclopedia of applied linguistics (2013)The Encyclopedia of applied l…Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. (2007)Do it right this time: The ro…Discourse on the Move (2007)Discourse on the MoveContent Analysis in Mass Communication: Assessment and Reporting of Intercoder Reliability (2002)Content Analysis in Mass Comm…THE IMPACT OF EMPLOYEE COMMUNICATION AND PERCEIVED EXTERNAL PRESTIGE ON ORGANIZATIONAL IDENTIFICATION. (2001)THE IMPACT OF EMPLOYEE COMMUN…Longman Grammar of Spoken and Written English (2000)Longman Grammar of Spoken and…Analysing Genre: Language Use in Professional Settings (1995)Analysing Genre: Language Use…Analysing genre: Language use in professional settings (1995)Analysing genre: Language use…Genre Analysis: English in Academic and Research Settings (1992)Genre Analysis: English in Ac…Discourse Analysis (1983)Discourse AnalysisThe SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The SOCO Scale: A Measure of …Santa Cruz lectures on deixis, 1971 (1975)Santa Cruz lectures on deixis…Frame Analysis: An Essay on the Organization of Experience. (1975)Frame Analysis: An Essay on t…The Presentation of Self in Everyday Life. (1956)The Presentation of Self in E…An Introduction to Systemic Functional Linguistics (1994)Genre knowledge in disciplinary communication: Cognition/culture/power (1995)Persuasion and context: The pragmatics of academic metadiscourse (1998)Register, Genre, and Style (2019)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)Framing Processes and Social Movements: An Overview and Assessment (2000)Users of the world, unite! The challenges and opportunities of Social Media (2009)Being and Nothingness (2022)A Coefficient of Agreement for Nominal Scales (1960)Content Analysis: An Introduction to its Methodology. (1984)A Concordance Correlation Coefficient to Evaluate Reproducibility (1989)Reliability in Content Analysis. (2004)Coding In-depth Semistructured Interviews (2013)Intercoder Reliability in Qualitative Research: Debates and Practical Guidelines (2020)Coefficient Alpha and the Internal Structure of Tests (1951)Handbook of Industrial and Organizational Psychology. (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness (1986)Strategic Orientation of the Firm and New Product Performance (1997)The C-OAR-SE procedure for scale development in marketing (2002)Qualitative Content Analysis (2008)The qualitative content analysis process (2008)How to plan and perform a qualitative study using content analysis (2016)What Is Agency? (1998)Framing, Agenda Setting, and Priming: The Evolution of Three Media Effects Models (2006)Beyond Markets and States: Polycentric Governance of Complex Economic Systems (2010)Disciplinary Discourses: Social Interactions in Academic Writing (2001)Stance and engagement: a model of interaction in academic discourse (2005)Why Research on Women Entrepreneurs Needs New Directions (2006)FREQUENCY EFFECTS IN LANGUAGE PROCESSING (2002)From usage to grammar: The mind's response to repetition (2006)The Encyclopedia of Applied Linguistics (2012)Discourse (2005)Discourse: A Critical Introduction. (2008)Applying LDA Topic Modeling in Communication Research: Toward a Valid and Reliable Methodology (2018)Studies in Corpus Linguistics (2013)Conventionalization: A new agenda for im/politeness research (2015)The bases of (im)politeness evaluations (2016)
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References

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  • 1975Frame Analysis: An Essay on the Organization of Experience.11,892 cited
  • 2017The Content Analysis Guidebook9,228 cited
  • 2000Longman Grammar of Spoken and Written English8,193 cited
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  • 1995Analysing genre: Language use in professional settings1,528 cited
  • 2014The Pragmatics of Politeness1,488 cited
  • 1995Analysing Genre: Language Use in Professional Settings1,361 cited
  • 2001THE IMPACT OF EMPLOYEE COMMUNICATION AND PERCEIVED EXTERNAL PRESTIGE ON ORGANIZATIONAL IDENTIFICATION.1,351 cited
  • 2013The Encyclopedia of applied linguistics1,101 cited
  • 2007Discourse on the Move604 cited
  • 1975Santa Cruz lectures on deixis, 1971577 cited
  • 2007Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

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