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

• المؤلفون الرئيسيون: Shin, Wonsun, Lew, Zijian, Pang, Augustine, Walther, Joseph B.
• مؤلفون آخرون: Wee Kim Wee School of Communication and Information
• التنسيق: مقال
• اللغة: English
• منشور في: 2019
• الموضوعات: Interactivity; Chat; Social sciences::Communication
• الوصول للمادة أونلاين: https://hdl.handle.net/10356/84184; http://hdl.handle.net/10220/49135
• المؤسسة: 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...