Get a Word in Edgewise: Post Character Limit and Social Media-Based Customer Service

dc.contributor.author Al Balawi, Ramah
dc.contributor.author Hu, Yuheng
dc.contributor.author Qiu, Liangfei
dc.date.accessioned 2022-12-27T19:19:18Z
dc.date.available 2022-12-27T19:19:18Z
dc.date.issued 2023-01-03
dc.description.abstract In this paper, we study the role of extending character limits on firm responses on social media. By leveraging a natural experiment setting: the unexpected increase in post character limit on Twitter, we empirically investigate the impact on the linguistic styles of social media-based customer service responses. Using a Regression Discontinuity in Time Design and leveraging a panel dataset, our results suggest that extending character limits influences firm to change the linguistic styles in their responses which could influence consumers' perceptions. Our results show that extending post-character limits significantly reduces the readability ease of firm responses, on average, while increasing the concreteness and personal closeness scores of these responses, on average. We show that these changes were effective in influencing customer satisfaction.
dc.format.extent 10
dc.identifier.doi 10.24251/HICSS.2023.700
dc.identifier.isbn 978-0-9981331-6-4
dc.identifier.uri https://hdl.handle.net/10125/103334
dc.language.iso eng
dc.relation.ispartof Proceedings of the 56th Hawaii International Conference on System Sciences
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subject Digital Transformations of Business Operations
dc.subject customer service
dc.subject linguistic styles
dc.subject post character limits
dc.subject social media
dc.title Get a Word in Edgewise: Post Character Limit and Social Media-Based Customer Service
dc.type.dcmi text
prism.startingpage 5761
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