Applying Communication Theories toward Designing Compliance-Gaining Techniques in Customer Dissatisfaction

Applying Communication Theories toward Designing Compliance-Gaining Techniques in Customer Dissatisfaction

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The purpose of this paper is to apply three communication theories (namely, Argumentation Theory, the Foot-in-the-Door Technique, and the Door-in-the-Face Technique) to the formulation of complaints that communicate effectively to company employees and yield compensation for the consumer. What the a...

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Bibliographic Details
Main Authors: Jonathan Matusitz, Gerald-Mark Breen
Format: Article
Language:English
Published: Instituto de Investigación Social y Turismo 2011-01-01
Series:PASOS Revista de Turismo y Patrimonio Cultural
Subjects:
Argumentation
Consumer
Dissatisfaction
Self-confidence
Service
Online Access:http://www.pasosonline.org/Publicados/9111/PS0111_04.pdf

Internet

http://www.pasosonline.org/Publicados/9111/PS0111_04.pdf

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