María de la O Hernández López

[ 1 ] - Disagreement and Degrees of Assertiveness in Service Encounters: Purchase vs Problem-Solving Interactions

This paper examined disagreement in two sets of data in the context of service encounters: problem-solving interactions (doctor-patient communication) and purchase-oriented encounters (pharmacies) from a cross-cultural perspective (Spanish-British English). We proposed assertiveness, a term that refers to both socio-psychological and linguistic features of communication, as a concept that may h...