Managing Interactive Communications with Customers: The Effects of Social Presence Cues, Personalization, the Speed of Feedback and Situation
2015
Utilizing online communication channels is important for firms as they strive to manage customer relationships. Using media richness theory, we examine the factors of effective communication that are related to information cues, personalization, and speed in two different situations. This paper offers eight propositions to stimulate future research on emerging channels.
Keywords:
- Correction
- Source
- Cite
- Save
- Machine Reading By IdeaReader
11
References
1
Citations
NaN
KQI