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"communication style"
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How Human–Chatbot Interaction Impairs Charitable Giving: The Role of Moral Judgment
Interactions between human beings and chatbots are gradually becoming part of our everyday social lives. It is still unclear how human–chatbot interactions (HCIs), compared to human–human interactions (HHIs), influence individual morality. Building on the dual-process theory of moral judgment, a secondary data analysis (Study 1), and two scenario-based experiments (Studies 2 and 3) provide sufficient evidence that HCIs (vs. HHIs) support utilitarian judgments (vs. deontological judgments), which reduce participants' donation amount. Study 3 further demonstrates that the negative effects of HCIs can be attenuated by inducing a social-oriented (vs. task-oriented) communication style in chatbots’ verbal language designs. These findings highlight the negative impacts of HCIs on relationships among human beings and suggest a practical intervention for nonprofit organization managers.
Journal Article
Readability : text and context
\"What makes a text readable? Although there are many studies concerned with readability from various perspectives, there have been no recent attempts to consider the field more generally, as an area of scholarly research as well as one that has practical significance. This book brings together the relevant literature and theories, and situates them within a unified account. Beginning with an historical treatment of the concept of readability and readability formulas, it goes on to discuss recent research on the subject from the perspectives of many fields, including psycholinguistics, sociolinguistics, and text linguistics. The book will be invaluable to both scholars and practitioners who seek a single resource offering a comprehensive, principled discussion of the issues\"-- Provided by publisher.
Book
Creating immersive and parasocial live shopping experience for viewers: the role of streamers' interactional communication style
PurposeLive streaming commerce has grown rapidly in recent years. Although the way streamers communicate with viewers is the key to influencing users' purchase behaviors, little is known about the influence of streamers' communication style on purchase intention. Drawing on parasocial interaction theory and flow theory, this study examines the influence of streamers' interaction orientation on viewers' immersion and parasocial interactions, and its effect on viewers' purchase intentions. The moderating effect of streamers' expertise and attractiveness is also examined.Design/methodology/approachThe authors conducted an empirical study using a structural equation modeling approach based on 407 responses to a questionnaire completed by live streaming audiences.FindingsResults indicate that streamers' interaction orientation has a positive effect on viewers' immersion and parasocial interactions, in turn positively affecting viewers' willingness to purchase. Streamers' expertise positively moderates the effect of their interaction orientation on viewers' immersion and parasocial interactions.Originality/valueThis research is among the first to explore the effect of streamers' communication style and provides a framework for how their communication style affects viewers' purchase intention by enhancing immersion and parasocial interaction in live streaming commerce.
Journal Article
Do I make myself clear? : why writing well matters
\"This wise and entertaining guide by one of the great editors of our time offers timeless tools for making meaning clear. Refresh your writing. Unravel convoluted sales talk written to deceive. See through political campaigns erected on a tower of falsehoods. Fake news is but one of the pimples of a literate civilization under siege. Slovenly English! Billions of words come at us every day with unimaginable velocity and shriveled meaning, in social media posts, bloated marketing, incomprehensible contracts, and political language 'designed to make lies sound truthful.' Orwell, of course. The digital era he never glimpsed has had unfortunate effects on understanding. Ugly words and phrases are picked up by the unwary and passed on like a virus. Cryptic assertion supplants explanation and reasoned argument. Muddle and contradiction suffocate meaning. You will write better--and have fun--with the original approaches of an editor experienced in ridding prose of corrupting predators: learn to recognize the infiltrators, the flesh-eaters. and the zombies. But watch, too, as Harry Evans identifies the magic potions mixed by the best of prose writers. He has spent his life clarifying complexities, from the tragic poisoning of thalidomide babies to the urgent files from battlefield reporters and his political histories. Make yourself clear with a trustworthy editor at your side.\"--Jacket.
Book
Change communication can be so simple! The empathic change communication style
Purpose
Deliberate large-scale changes in libraries need an accompanying change management. One of the essential success factors of change management is the communication process, as insensitive communication, using e.g. ambiguous wording or inappropriate tonality can cause great damage throughout the change process. Expert interviews with library managers did show that this change communication does not have to be something elaborate and outstanding using all new technological possibilities, but can be kept simple as the most important factors are to give enough information and to get into a conversation, a personal dialogue with team members. The purpose of this paper is to show the details of a change communication style which enables leaders to cope with deliberate large-scale changes.
Design/methodology/approach
The empathic change communication style (ECCo-Style) will be analyzed and described on the basis of an extensive literature research as well as a qualitative research on practical experiences of leaders of different hierarchical levels of academic and public libraries during the change processes.
Findings
The leader’s own action – and with this his or her communication style – has a signaling effect on team members of which each leader needs to be aware of and which can be used to release an enormous pulse, especially during the change processes.
Originality/value
This ECCo-Style is newly designed.
Journal Article
Fostering positive customer attitudes and usage intentions for scheduling services via chatbots
PurposeThis article draws on a reasoned action perspective and the two fundamental dimensions (i.e. warmth and competence) of the Stereotype Content Model (SCM) to analyze customers' chatbot-related attitudes and usage intentions in service retailing. The authors investigate how chatbot, customer, and contextual characteristics, along with perceptions of chatbot warmth and competence, shape customers' chatbot-related attitudes. Furthermore, the authors analyze whether the customer generation or the service context moderates the relationship between chatbot-related attitudes and usage intentions.Design/methodology/approachThe results are based on two studies (N = 807). Study 1 relies on a 2 (chatbot communication style: high vs low social orientation) × 2 (customer generation: generation X [GenX] vs generation Z [GenZ]) × 2 (service context: restaurant vs medical) between-subjects design. Study 2 relies on a similar number of respondents from GenX and GenZ who answered questions on scheduling a service with either the dentist or the favorite restaurant of the respondents.FindingsGenZ shows more positive attitudes toward chatbots than GenX, due to higher perceptions of warmth and competence. While GenZ has similar attitudes toward chatbots with a communication style that is high or low in social orientation, GenX perceives chatbots with a high social orientation as warmer and has more favorable attitudes toward chatbots. Furthermore, the positive effect of chatbot-related attitudes on usage intentions is stronger for GenX than GenZ. These effects do not significantly differ between the considered contexts.Originality/valueThis research formulates future directions to stimulate debate on factors that service retailers should consider when employing chatbots.
Journal Article
Understanding automated conversational agent as a decision aid: matching agent's conversation with customer's shopping task
PurposeTo provide better services to customers, especially immediate responses and 24/7 availability, businesses are implementing text-based automated conversational agents, i.e. chatbots on their social platforms and websites. Chatbots are required to not only provide customers with necessary consultancy and guidance but also communicate friendly and socially. Based on the cognitive fit theory, this study attempts to examine the role of chatbot as a decision aid and how the match between information presentation in forms of decisional guidance and communication style and the shopping task influences consumers' perceived cognitive fit and decision performance outcomes.Design/methodology/approachA 2 x 2 x 2 between subject online experiment was conducted to identify which kind of decisional guidance (suggestive and informative guidance) and communication style (task-oriented vs social-oriented style) are the most appropriate for each type of shopping task (searching vs browsing task).FindingsThe findings show that when customers interact with chatbots, they will perceive higher cognitive fit if the chatbots provide them with suggestive guidance and communicate in a friendly style especially when they perform a searching task.Originality/valueThis study is the first attempt to understand the role of chatbots as a decision aid to customers using the communicative language. This study also tries to explore the cognitive fit theory in a novel way, and we propose the information presentation in forms of communicative language rather than matrices, tables and graphs.
Journal Article
Koncepcia Inkluzívneho Štýlu A Oporné Pojmy Jeho Opisu
The present study constitutes a contribution to the development of the concept of inclusive style as the basis of inclusive stylistics. The author provides a justification for the necessity of such a style and presents fundamental concepts for the description of an inclusive style. The ideology of social inclusion is the theoretical foundation upon which the programme is based. The ideology of social inclusion is predicated on the notion that an inclusive society is both legitimate and stimulates the promotion of inclusive communication in social practice. The author further develops his theory of such communication, and, building on its background, he presents ideas aimed at illuminating an inclusive style. He comprehends this style as the unity of inclusive communication and language style, and consequently responds to the need to clarify communication and language style, as well as the relationship between them. The study calls for empirical investigation of communication from the perspective of inclusive language use, alongside the monitoring of anti-inclusive factors.
Journal Article
When pushing back is good: the effectiveness of brand responses to social media complaints
Conventional wisdom suggests that brands should respond in an accommodative way to consumer complaints. However, this research shows that observers of the communication between complainants and brands on social media may prefer a defensive response under specific conditions. Thus, this study helps managers to find optimal responses to social media complaints, thereby minimizing negative consequences. We introduce a previously unexamined key moderator that takes account of the observer perspective: the benefits sought in the context of a complainant–brand interaction (e.g., brand presences in social media). Hence, we differentiate hedonic from utilitarian contexts and we note the distinct observer benefits and corresponding preferences. A field study and a series of experiments show that a defensive response can be superior in hedonic contexts but inferior in utilitarian ones. We also show how response strategy indirectly affects observers’ behavioral consequences and identify complaint reasoning and brand communication style as relevant boundary conditions.
Journal Article