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ISBN10: 6630406362
ISBN13: 9786630406368
Publisher: Wydawnictwo Nasza Wiedza
Pages: 144
Weight: 0.44
Height: 0.34 Width: 6.00 Depth: 9.00
Language: Polish
ISBN13: 9786630406368
Publisher: Wydawnictwo Nasza Wiedza
Pages: 144
Weight: 0.44
Height: 0.34 Width: 6.00 Depth: 9.00
Language: Polish
W niniejszej pracy przeanalizowano różne reakcje przedsiębiorstw na skargi klientów, skupiając się przy tym na platformie Facebook. W analizie uwzględniono koncepcję komunikacji zorientowanej na porozumienie wedlug Burkarta, zwracając szczególną uwagę na te skargi, które zawieraly wątpliwości co do prawdy, rzetelności lub zasadności. Glównym pytaniem badawczym bylo ustalenie, z jakich strategii odpowiedzi korzystają przedsiębiorstwa oraz czy stosowane są specjalne strategie w przypadku, gdy w skargach wyrażane są wątpliwości co do zasadności roszczeń. Badaniem objęto sześc różnych austriackich przedsiębiorstw: ÖBB, Wiener Linien, Österreichische Post, Billa, McDonald's oraz ORF.
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