Interactivity in online chat : conversational contingency and response latency in computer-mediated communication

• Main Authors: Shin, Wonsun, Lew, Zijian, Pang, Augustine, Walther, Joseph B.
• Other Authors: Wee Kim Wee School of Communication and Information
• Format: Article
• Language: English
• Published: 2019
• Subjects: Interactivity; Chat; Social sciences::Communication
• Online Access: https://hdl.handle.net/10356/84184; http://hdl.handle.net/10220/49135
• Institution: Nanyang Technological University

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 interperso...