This article reports on the representation and operationalization of interpersonal attention in complaint management by comparing business textbooks, service recovery research, and situated practice. While textbooks commonly recommend the use of interpersonal strategies when writing complaint refusals, service recovery research points toward contextual differences in this regard. We use an authentic sample of complaint refusals from an intercultural business-to-business setting to show that the decontextualized recommendations in textbooks are not always applied in actual practice and that this lack of interpersonal attention need not be problematic.

中文翻译：

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拒绝电子投诉的人际策略：教科书建议与实际情境实践

本文通过比较商业教科书、服务恢复研究和情境实践，报告了投诉管理中人际关注的表现和操作。虽然教科书通常建议在撰写投诉拒绝时使用人际关系策略，但服务恢复研究指出了这方面的背景差异。我们使用来自跨文化企业对企业环境的真实投诉拒绝样本来表明教科书中去上下文化的建议并不总是适用于实际实践，并且这种缺乏人际关注的问题不一定是问题。