Understanding complaints: the role of moral transgressions in e-commerce interactions
Abstract This discourse-pragmatic study examines why a past or on-going action become the focus of customer complaints in e-commerce service encounters. Analyzing interactions between customers and service agents on Taobao, the study reveals how customer complaints are triggered by perceived moral t...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Springer Nature
2025-01-01
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| Series: | Humanities & Social Sciences Communications |
| Online Access: | https://doi.org/10.1057/s41599-024-04316-3 |
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