Disagreement and Degrees of Assertiveness in Service Encounters: Purchase vs Problem-Solving Interactions

María de la O Hernández López

Volume 4, Issue 2 , September 2016, , Pages 87-104

  This paper examined disagreement in two sets of data in the context of service encounters: problem-solving interactions (doctor-patient communication) and purchase-oriented encounters (pharmacies) from a cross-cultural perspective (Spanish-British English). We proposed assertiveness, a term that refers ...  Read More