To assess online consumers’ service evaluations, many firms use automated sentiment analysis, yet this method does not capture dialogues dynamics between consumers and employees. Drawing on relational communication and text mining, we assess the nonlinear effect of the dialogue agreement, content positivity, feedback type, and their interaction, on conversational sentiment.
Villarroel Ordenes, F., Grewal, D. (2017). Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service. Minnesota : Association for Consumer Research.
Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service
Villarroel Ordenes, Francisco;
2017
Abstract
To assess online consumers’ service evaluations, many firms use automated sentiment analysis, yet this method does not capture dialogues dynamics between consumers and employees. Drawing on relational communication and text mining, we assess the nonlinear effect of the dialogue agreement, content positivity, feedback type, and their interaction, on conversational sentiment.File in questo prodotto:
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