Let's Laugh About It! Using Humor to Address Complainers’ Online Incivility
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DOI: 10.1177/10949968221129268
Abstract: This research investigates whether companies’ use of humor is an effective strategy to address complainers’ incivility on social media. Using three main experiments, the authors examine observers’ evaluation of companies’ humorous responses on social media… read more here.
Keywords: accommodative recovery; address complainers; use humor; incivility ... See more keywords