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Response-to-Complaint Letter as a Rhetorical Genre

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1 Author(s)
Schaefer, K.A. ; McCormick Tribune Campus Center, Illinois Inst. of Technol., Chicago, IL, USA

Standard in many professional communications classrooms is the teaching of the general business letter and sometimes, more specifically, the complaint letter. This tutorial draws upon the scholarly research from professional communication, education, and business to address the methods of how to teach a response-to-complaint letter. I recommend a theory-based tutorial for the undergraduate professional communication classroom. This tutorial complements existing teachings on standard form-letter writing and could serve as a supplemental component to a marketing or management course.

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Professional Communication, IEEE Transactions on  (Volume:53 ,  Issue: 2 )