Testing the various guises of conversational human voice : the impact of formality and personalization on customer outcomes in online complaint management
Sofie Decock, Bernard De Clerck, Chloé Lybaert, and Koen Plevoets
| Year of publication: |
2021
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|---|---|
| Authors: | Decock, Sofie ; De Clerck, Bernard ; Lybaert, Chloé ; Plevoets, Koen |
| Published in: |
Journal of internet commerce. - Philadelphia, PA : Routledge, Taylor & Francis Group, ISSN 1533-287X, ZDB-ID 2112885-6. - Vol. 20.2021, 1, p. 1-24
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| Subject: | (in)formality | Complaint management | conversational human voice | personalization | Persuasion Knowledge Model | Beschwerdemanagement | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15332861.2020.1848060 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012423619