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HCS 2010-08-28
15:30		 Tokyo N55 Nishi-Waseda Campus, Waseda University A Study on Responses to Customer Complaints Posted on Website -- Analysis of Discourse Function and Structure of Apologies --
Hiroko Osawa, Arisa Go, Reiko Yasuda (Waseda Univ.) HCS2010-37		 Hotel reservation websites offer interactive pages for clients and hotel staff members, where guests submit their evalua... [more] HCS2010-37
pp.59-64
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