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Title: Interactivity in online chat : conversational contingency and response latency in computer-mediated communication
Authors: Shin, Wonsun
Lew, Zijian
Pang, Augustine
Walther, Joseph B.
Keywords: Interactivity
Social sciences::Communication
Issue Date: 2018
Source: Lew, Z., Walther, J. B., Pang, A., & Shin, W. (2018). Interactivity in online chat : conversational contingency and response latency in computer-mediated communication. Journal of Computer-Mediated Communication, 23(4), 201-221. doi:10.1093/jcmc/zmy009
Series/Report no.: Journal of Computer-Mediated Communication
Abstract: In dyadic online chats with customers, agents commonly employ scripted responses and converse with several customers simultaneously in order to enhance efficiency. These techniques, however, can affect dimensions of interactivity—conversational contingency and response latency—undermining interpersonal assessments, satisfaction, and organizations’ relationships with customers. This research incorporates aspects of interactivity to the social information processing (SIP) theory of computer-mediated communication, that addresses conversational behaviors that affect interpersonal relations in the absence of nonverbal cues. In a 2 × 2 between-subjects experiment, observers watched one of four versions of a dialogue between a customer and sales support agent, which differed with respect to the agent’s response latency and conversational contingency. Results confirmed deleterious effects of non-contingency on outcomes. Contingency moderated latency effects. Mediation analyses showed indirect effects of contingency via interpersonal judgments on organization/customer relations. Implications for a more comprehensive approach to SIP conclude the study.
DOI: 10.1093/jcmc/zmy009
Rights: © 2018 The Author(s). All rights reserved. This paper was published by Oxford University Press on behalf of International Communication Association in Journal of Computer-Mediated Communication and is made available with permission of The Author(s).
Fulltext Permission: open
Fulltext Availability: With Fulltext
Appears in Collections:WKWSCI Journal Articles

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