Expressing and responding to customer (dis)satisfaction online : new insights from discourse and linguistic approaches
The impact of linguistic choices and (para-)linguistic markers on the perception of Twitter complaints by other customers : an experimental approach
The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
Discursive approaches to webcare : a closer look at apologies, conversational human voice, legitimation, and emotion regulation
Replication Data for: A Corpus Based Analysis of V2 Variation in West Flemish and French Flemish Dialects