Pragmatic Identity Construction of Cross-Border E-Commerce Retailers—A Move Analysis of Responses to Negative Reviews in AliExpress
Negative customer online reviews significantly influence potential customers' purchasing behaviors and damage the reputation and profitability of online shops. The process of responding to such reviews involves the strategic construction of pragmatic identity to meet communicative needs in service recovery. However, research on pragmatic identity construction in cross-border e-commerce contexts... more
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