Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service

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 non-linear effect of the dialogue agreement, content positivity, feedback type, and their interaction, on conversational sentiment.



Citation:

Francisco Ordenes and Dhruv Grewal (2017) ,"Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 47-51.

Authors

Francisco Ordenes, University of Massachusetts - Amherst, USA
Dhruv Grewal, Babson College, USA



Volume

NA - Advances in Consumer Research Volume 45 | 2017



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