Applying Communication Theories toward Designing Compliance-Gaining Techniques in Customer Dissatisfaction

Jonathan Matusitz; Gerald Mark Breen

doi:10.25145/j.pasos.2011.09.004

Autores/as

Jonathan Matusitz
Gerald Mark Breen

DOI:

https://doi.org/10.25145/j.pasos.2011.09.004

Palabras clave:

Argumentación, Consumidores, Insatisfacción, Confianza en sí mismo, Servicio

Resumen

El propósito de este trabajo es aplicar tres teorías de la comunicación (la teoría de la argu- mentación, la técnica Foot-in-the-Door y la técnica Door-in-the-Face) a la formulación de las quejas que se comunican con eficacia a empleados de empresa y la compensación de producción para el consumidor. Los autores demuestran que la queja no es un procedimiento casual, si las teorías dela comunicación se aplican correctamente. Además, también se hace hincapié en la importancia de la auto-eficacia, como un componente psicológico, para ilustrar la necesidad de que los demandantes tengan suficiente y verdadera confianza en sí mismos a fin de llevar cada una de estas teorías a la práctica.

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Biografía del autor/a

Jonathan Matusitz

Assistant Professor in the Nicholson School of Communication at the University of Central Florida. His academic interests are mass media, organizational communication, and communication & technology.

Gerald Mark Breen

Research associate in the Department of Public Affairs at the University of Central Florida. He specializes in health communication, social policy, and media studies.

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