Language Dynamics in Employee-Customer Text-Based Interactions

摘要

The present research addresses which language dynamics . exhibited by frontline employees (FLEs) on text-based digital communication platforms results in more positive perceptions of customer complaint resolutions. We investigate text-based interactions (dialog) between frontline employees (FLEs) and customers, in both social media (1,194 Twitter and Facebook conversation threads) and a firm-owned platform (1,623 live chat conversation threads), using automated text analysis and a series of ordinary least square and hierarchical logistic regressions.