Redress provides a formalized recourse to consumers in lodging complaints against poor customer service. Its importance is heightened in the realm of B2C e-business where traditional means of establishing rapport with brick-and-mortar stores do not exist. However, redress has yet to be aptly understood and the study of its role in ebusiness has been sparse. This paper presents an exploration in...

As rapport is an overworked word with counselors, so is transference among psychotherapists. Indeed, the indiscriminate use of these terms has led to their being considered to be, to some extent at least, synonymous. In this indiscriminate use of the term, transference is applied to the total relationship between the therapist and client. This total relationship is, however, sometimes referred ...

OBJECTIVE Little is known about how participation in internet-based behavioral interventions influences outcomes in youth with health conditions. This study describes participation in an online behavioral pain management intervention for families of adolescents with chronic pain. METHODS 26 adolescent-parent dyads were randomized to the intervention arm of a controlled trial evaluating a cogn...

This paper investigates denial, a rapport-challenging speech act. It discusses the performance of denial in review response genre – managerial responses addressing negative online comments made by dissatisfied customers. In this study, act is taken to be instantiated as Deny Problem, one moves constituting genre. The were identified qualitatively analysing total 2,577 produced hotels different ...

The Internet Paradox refers to findings that demonstrated that the increase in communications brought about by Internet usage actually had negative effects on user’s psychological well-being and social involvement. This study proposes that face-to-face contact promotes the development of rapport and thereby individuals that use the internet excessively will lack these necessary social skills. S...

This study tested the effects of narrative practice rapport building (asking open-ended questions about a neutral event) and a putative confession (telling the child an adult "told me everything that happened and he wants you to tell the truth") on 4- to 9-year-old maltreated and nonmaltreated children's reports of an interaction with a stranger who asked them to keep toy breakage a secret (n =...