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.
Do You E-Care? Analyzing the Impact of Conversational Agreement in Online Customer Service / Villarroel Ordenes, Francisco Javier; Grewal, Dhruv. - Do you e-care? Analyzing the impact of conversational agreement on service resolution, (2017), pp. 47-51. (Association of Consumer Research (ACR) 2017, Minnesota, October 2017).
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.
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