1. Testing the Various Guises of Conversational Human Voice: The Impact of Formality and Personalization on Customer Outcomes in Online Complaint Management. Issue 1 (2nd January 2021) Authors: Decock, Sofie; De Clerck, Bernard; Lybaert, Chloé; Plevoets, Koen Journal: Journal of Internet commerce Issue: Volume 20:Issue 1(2021) Page Start: 1 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗