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Artículo Year: 2011 Vol.: 9 No.: 1 pp.: 37-46 Language: Inglés

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

Author: Jonathan Matusitz, Gerald-Mark Breen

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 authors demonstrate is that complaining is not a haphazard procedure if communication theories are applied properly. In addition, also emphasized is the importance of self-efficacy, as a psychological component, to illustrate the necessity for complainers to have sufficient and true self-confidence in order to carry out each of these theories in practice.

ISSN: 1695-7121
URL: Descargar
Title in English: Applying Communication Theories toward Designing Compliance-Gaining Techniques in Customer Dissatisfaction

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