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

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...

Full description

Bibliographic Details
Main Authors: Shin, Wonsun, Lew, Zijian, Pang, Augustine, Walther, Joseph B.
Other Authors: Wee Kim Wee School of Communication and Information
Format: Journal Article
Language:English
Published: 2019
Subjects:
Online Access:https://hdl.handle.net/10356/84184
http://hdl.handle.net/10220/49135