Recent technology advances (eg, tracking and “AI”) have led to claims and concerns
regarding the ability of marketers to anticipate and predict consumer preferences with great …

Text-based customer service is emerging as an important channel through which companies
can assist customers. However, the use of few identity cues may cause customers to feel …

This study assessed the business-centered and CSR-centered diversity communication of
five American corporations along with the ensuing responses on the microblogging platform …

Social media has become a vital platform for voicing product-related experiences that may
not only reveal product defects, but also impose pressure on firms to act more promptly than …

Despite many advantages of social media as a customer service channel, there is a concern
that active service intervention encourages excessive service complaints. Our paper casts …

Understanding what leads to effective conversations can aid the design of better computer-
mediated communication platforms. In particular, prior observational work has sought to …

A carefully tailored tone in response to a complaint on social media can create positive
emotions for an upset customer. However, very few studies have identified what response …

The amount of outrage language, hate speech and strong language in digital
communication is steadily growing, but academic studies on how to deal linguistically with …

Aided by technology, people are increasingly able to communicate across geographical,
cultural, and language barriers. This ability also results in new challenges, as interlocutors …

Studies have shown that attitude will have a positive impact on purchase, and customers'
attitudes towards shopping will be affected by various factors when they shop on social …