|Thursday, November 22, 2018|
|09:00||Registration, breakfast reception|
|09:30||Word of welcome and introduction|
|10:00||Invited speaker Camilla Vasquez: “Considering etic and emic perspectives on webcare”|
1. Ursula Lutzky (Vienna University of Economics and Business). “You keep saying you are sorry”. Exploring the use of apologies in customer communication on Twitter.
2. Irene Cenni, Patrick Goethals (Ghent University). Hotel responses to tourists’ reviews. A cross-linguistic analysis.
3. Rebecca Van Herck, Sofie Decock, Bridgit Fastrich (Ghent University and Justus-Liebig University Gießen). A move analysis of complaint response e-mails in a B2C setting.
|14:00||Invited speaker Guda Van Noort: “Webcare: Current trends and future perspectives”.|
1. Jos Bartels, Job Steen, Christine Liebrecht (Tilburg University): A Decade of Conversational Human Voice. Systematic Literature Review and Propositions for Future Research.
2. Renée van Os, Daphne Hachmang, Mustafa Akpinar, Els van der Pool (HAN University of Applied Sciences). Conversational Human Voice in webcare. A study in the Public Transport sector.
3. Christine Liebrecht (Tilburg University), Charlotte van Hooijdonk (Vrije Universiteit Amsterdam). Employing the Conversational Human Voice in Public and Private Webcare Channels.
4. Michelle van Pinxteren, Mark Pluymaekers, Jos Lemmink (Zuyd University of Applied Sciences). The future of online service interactions: How communicative and linguistic strategies affect user perception of chatbots and other conversational agents.
|Friday, November 23, 2018|
|09:00||Invited speaker Rob le Pair:
“Why does @Organization not react to my question? A pragmalinguistic and stylistic perspective on complaint tweets and webcare.”
1. Wolfgang Weitzl (University of Vienna), Clemens Hutzinger (Private University Seeburg Castle), Sabine Einwiller (University of Vienna). How (un-)committed customers cope with (non-)economic service failures and online recovery attempts.
2. Paola Catenaccio (Università degli Studi di Milano, Italy) Discursive strategies of legitimation on the web: stakeholder dialogue in the agrobiotech industry
3. Svenja Widdershoven, Mark Pluymaekers, José M.M. Bloemer (Zuyd University of Applied Sciences). Disentangling a web of emotions: How the characteristics of Facebook and Twitter affect service employees’ perceived ability to regulate emotions.
|13:30||Invited speaker Valerie Creelman: “Thank you for reaching out”: Conversational Human Voice in Customer Care During Crisis Events.”|
1. Marie-Louise Brunner, Stefan Diemer (Trier University of Applied Sciences and Saarland University). Evaluating Channel-Specific Customer Communication via Social Media – A Case Study
2. Chloé Lybaert, Bernard De Clerck and Mathias Seghers (Ghent University). The influence of (sub)standard language on credibility during critical moments in online customer communication.
|15:45||Rounding up discussion|
In view of our common topical focus, we plan plenary presentations only. The program includes 4 keynote presentations of 50 minutes and 12 presentations of 20 minutes; every presentation is followed by 10 minutes of discussion.