The Complaint Response Strategies in the Airline Outbound Calls from the Perspective of Rapport Management

  • Honglin Yang School of English for International Business, Guangdong University of Foreign Studies, Guangzhou, China
  • Ping Liu School of English for International Business, Guangdong University of Foreign Studies, Guangzhou, China
Keywords: customer complaints, response strategies, airline outbound calls, rapport management


Customer complaints can have a significant influence on the rapport and relationships between the customer and the company. This article aims to study the company’s response strategies for customer complaints from the perspective of rapport management, collecting the data from the airline outbound calls. Results show that there are three types of customer complaints and three kinds of response strategies related, but the effect of strategies on rapport management is not satisfying.


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