“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

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

119 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

Access to Document

10.1016/j.intmar.2020.02.002

Handle.net

Persistent link

Cite this

@article{60309866d61d4bbda59983747314b324,

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 = "SAGE Publications Inc.",

}

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 -