1. "Don't Forget that Others Are Watching, Too!" The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media. Issue 1 (May 2020) Authors: Javornik, Ana; Filieri, Raffaele; Gumann, Ralph Journal: Journal of interactive marketing Issue: Volume 50:Issue 1(2020) Page Start: 100 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗
2. "Don't Forget that Others Are Watching, Too!" The Effect of Conversational Human Voice and Reply Length on Observers' Perceptions of Complaint Handling in Social Media. Issue 1 (May 2020) Authors: Javornik, Ana; Filieri, Raffaele; Gumann, Ralph Journal: Journal of interactive marketing Issue: Volume 50:Issue 1(2020) Page Start: 100 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗