How Concrete Language Shapes Customer Satisfaction

Volume: 47, Issue: 5, Pages: 787 - 806
Published: Jul 18, 2020
Abstract
Consumers are often frustrated by customer service. But could a simple shift in language help improve customer satisfaction? We suggest that linguistic concreteness—the tangibility, specificity, or imaginability of words employees use when speaking to customers—can shape consumer attitudes and behaviors. Five studies, including text analysis of over 1,000 real consumer–employee interactions in two different field contexts, demonstrate that...
Paper Details
Title
How Concrete Language Shapes Customer Satisfaction
Published Date
Jul 18, 2020
Volume
47
Issue
5
Pages
787 - 806
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