Service recovery is a crucial success factor for organizations. Thus, many studies have addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors test the following path model: ‘‘organizational responses (compensation, favorable employee behavior, and organizational procedures)! justice perceptions (distributive, interactional, and procedural justice) ! post-compla...

Conversational interaclions are coopcrlltively constnrcted aclivilies in which participants negotiate their enlrances, \Ums and alignments with other speakers, oftentimes with an underlying long-term. objective of obtaining some agreemem. Obtaining a fmal and morally binding accord in a conversational interaction is of impOrlance in a great variety of contex ts, particularly in psychotherapeuLi...

Currently, citizen-users show a noticeable preference for in-person communication, over Internet-based delivery channels. As a result, governmental agencies still face high numbers of contacts via more traditional service channels such as phone and desk. This chapter deals with the issue of interactional performance in public e-service delivery. It offers a conceptual framework built on the lit...

This study examined the associations between parenting styles, teacher interactional styles, and children's reading and spelling skills. The sample consisted of 864 Finnish-speaking children and their parents (864 mothers, 864 fathers) and teachers (N=123). Children's risk for reading disabilities and reader status were assessed in kindergarten. Children were also tested on reading and spelling...

In daily conversations, overlaps can be placed at IU boundary. However, most of them violate the sequential organization of talk and occur within an IU. The purpose of this study is to explore how the Chinese speakers initiate overlap at these two major sites. The results show that the interactive function of the initiator’s utterance does not determine the placement of overlap. The distributio...

Involving our corporeal bodies in interaction can create strong affective experiences. Systems that both can be influenced by and influence users corporeally exhibit a use quality we name an affective loop experience. In an affective loop experience, (i) emotions are seen as processes, constructed in the interaction, starting from everyday bodily, cognitive or social experiences; (ii) the syste...