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Réclamations des clients sur Facebook
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ISBN10: 663041148X
ISBN13: 9786630411485
Publisher: Editions Notre Savoir
Pages: 148
Weight: 0.46
Height: 0.34 Width: 6.00 Depth: 9.00
Language: French
ISBN13: 9786630411485
Publisher: Editions Notre Savoir
Pages: 148
Weight: 0.46
Height: 0.34 Width: 6.00 Depth: 9.00
Language: French
Le présent travail examine les différentes réactions des entreprises face aux réclamations des clients et se concentre notamment sur Facebook en tant que plateforme. L'analyse a pris en compte la communication axée sur la compréhension telle que définie par Burkart, en accordant une attention particulière aux réclamations qui mettaient en doute la véracité, la sincérité ou la légitimité. La question centrale de cette étude était de déterminer quelles stratégies de réponse les entreprises utilisaient et si des stratégies spécifiques étaient mises en oeuvre lorsque les réclamations exprimaient des doutes quant à la validité d'une affirmation. Six entreprises autrichiennes différentes ont été étudiées: l'ÖBB, les Wiener Linien, la Poste autrichienne, Billa, McDonald's et l'ORF.
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