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Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication

Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication

Zijian Lew, Joseph B Walther, Augustine Pang, Wonsun Shin, Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication, Journal of Computer-Mediated Communication, Volume

Abstract

In dyadic chats that are online clients, agents commonly employ scripted responses and speak to a few clients simultaneously to be able to enhance effectiveness. These strategies, but, make a difference measurements of interactivity — conversational contingency and response latency — undermining interpersonal assessments, satisfaction, and companies’ relationships with clients. This research includes components of interactivity towards the social information processing (SIP) theory of computer-mediated interaction, that addresses conversational actions that affect interpersonal relations within the lack of nonverbal cues. In a 2 × 2 between-subjects test, observers viewed certainly one of four variations of the discussion between a person and product product sales help representative, which differed according to the agent’s response latency and conversational contingency. Outcomes confirmed deleterious ramifications of non-contingency on results. Contingency moderated latency impacts. Mediation analyses revealed indirect ramifications of contingency via social judgments on organization/customer relations. Implications for a far more comprehensive way of SIP conclude the research.

Real-time computer-mediated interaction (CMC) talk systems are becoming a favorite means for businesses to keep in touch with clients. Industry analysts declare that chats not just reduced connection expenses with clients while supplying critical purchase- and support-related responses, they even foster good relationships between companies and customers ( Cole).