“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media

Ana Javornik

doi:10.1016/j.intmar.2020.02.002

“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media

Ana Javornik

School of Management - Business School

Research output: Contribution to journal › Article (Academic Journal) › peer-review

101 Citations (Scopus)

Original language	Undefined/Unknown
Journal	Journal of Interactive Marketing
DOIs	https://doi.org/10.1016/j.intmar.2020.02.002
Publication status	Published - 2020

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title = "“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media",

author = "Ana Javornik",

year = "2020",

doi = "10.1016/j.intmar.2020.02.002",

language = "Undefined/Unknown",

journal = "Journal of Interactive Marketing",

issn = "1094-9968",

publisher = "Elsevier",

}

TY - JOUR

T1 - “Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media

AU - Javornik, Ana

PY - 2020

Y1 - 2020

U2 - 10.1016/j.intmar.2020.02.002

DO - 10.1016/j.intmar.2020.02.002

M3 - Article (Academic Journal)

SN - 1094-9968

JO - Journal of Interactive Marketing

JF - Journal of Interactive Marketing

ER -