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

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dc.contributor.authorAl Balawi, Ramah
dc.contributor.authorHu, Yuheng
dc.contributor.authorQiu, Liangfei
dc.date.accessioned2022-12-27T19:19:18Z
dc.date.available2022-12-27T19:19:18Z
dc.date.issued2023-01-03
dc.description.abstractIn 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.extent10
dc.identifier.doi10.24251/HICSS.2023.700
dc.identifier.isbn978-0-9981331-6-4
dc.identifier.otherfb24c0ae-1b58-4d04-a5c8-a33cd3714a2b
dc.identifier.urihttps://hdl.handle.net/10125/103334
dc.language.isoeng
dc.relation.ispartofProceedings of the 56th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectDigital Transformations of Business Operations
dc.subjectcustomer service
dc.subjectlinguistic styles
dc.subjectpost character limits
dc.subjectsocial media
dc.titleGet a Word in Edgewise: Post Character Limit and Social Media-Based Customer Service
dc.type.dcmitext
prism.startingpage5761

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