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It’s part of the job: How webcare agents regulate their emotions during service interactions on Facebook and Twitter

https://doi.org/10.1016/j.dcm.2021.100500
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/dir.1008openalex-snapshot
Role stress in call centers: Its effects on employee performance and satisfaction
inferredcites →https://doi.org/10.1002/job.509openalex-snapshot
Linking service employees' emotional competence to customer satisfaction: a multilevel approach
inferredcites →https://doi.org/10.1007/978-3-030-02568-7_115openalex-snapshot
Does Social Media Communication Style Influence Online Consumer Experience and Behavior?: An Abstract
inferredcites →https://doi.org/10.1007/978-3-658-02365-2_5openalex-snapshot
Webcare as Customer Relationship and Reputation Management? Motives for Negative Electronic Word of Mouth and Their Effect on Webcare Receptiveness
inferredcites →https://doi.org/10.1016/j.bushor.2009.09.003openalex-snapshot
Users of the world, unite! The challenges and opportunities of Social Media
inferredcites →https://doi.org/10.1016/j.bushor.2014.11.001openalex-snapshot
Managing social media crises with your customers: The good, the bad, and the ugly
inferredcites →https://doi.org/10.1016/j.chb.2016.05.050openalex-snapshot
To tweet or ‘subtweet’?: Impacts of social networking post directness and valence on interpersonal impressions
inferredcites →https://doi.org/10.1016/j.dcm.2014.08.004openalex-snapshot
Hotels׳ responses to online reviews: Managing consumer dissatisfaction
inferredcites →https://doi.org/10.1016/j.intmar.2011.07.001openalex-snapshot
Online Damage Control: The Effects of Proactive versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms
inferredcites →https://doi.org/10.1016/j.intmar.2020.02.002openalex-snapshot
“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media
inferredcites →https://doi.org/10.1016/j.jbusres.2017.01.012openalex-snapshot
“Don't pretend to be my friend!” When an informal brand communication style backfires on social media
inferredcites →https://doi.org/10.1016/j.jbusvent.2010.09.002openalex-snapshot
Social interaction via new social media: (How) can interactions on Twitter affect effectual thinking and behavior?
inferredcites →https://doi.org/10.1016/j.jvb.2008.09.006openalex-snapshot
Linking emotion regulation strategies to affective events and negative emotions at work
inferredcites →https://doi.org/10.1016/j.pubrev.2011.04.006openalex-snapshot
The Gulf Coast oil spill: Extending the theory of image restoration discourse to the realm of social media and beyond petroleum
inferredcites →https://doi.org/10.1016/j.pubrev.2014.11.012openalex-snapshot
Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies
inferredcites →https://doi.org/10.1016/j.sbspro.2012.09.1012openalex-snapshot
Effects of Emotional Intelligence on Job Satisfaction: An Empirical Study on Call Center Employees
inferredcites →https://doi.org/10.1016/s0022-4359(00)00034-8openalex-snapshot
Ensuring greater satisfaction by engineering salesperson response to customer emotions
inferredcites →https://doi.org/10.1016/s0148-2963(97)00122-7openalex-snapshot
Effects of Store Characteristics and In-Store Emotional Experiences on Store Attitude
inferredcites →https://doi.org/10.1037/0021-9010.90.5.893openalex-snapshot
Must "Service With a Smile" Be Stressful? The Moderating Role of Personal Control for American and French Employees.
inferredcites →https://doi.org/10.1037/1076-8998.5.1.95openalex-snapshot
Emotional regulation in the workplace: A new way to conceptualize emotional labor.
inferredcites →https://doi.org/10.1037/1076-8998.8.1.55openalex-snapshot
Emotion regulation in customer service roles: Testing a model of emotional labor.
inferredcites →https://doi.org/10.1037/1089-2680.2.3.271openalex-snapshot
The Emerging Field of Emotion Regulation: An Integrative Review
inferredcites →https://doi.org/10.1037/1528-3542.5.1.113openalex-snapshot
Emotion Regulation Abilities and the Quality of Social Interaction.
inferredcites →https://doi.org/10.1037/h0061470openalex-snapshot
The critical incident technique.
inferredcites →https://doi.org/10.1057/9781137388551_4openalex-snapshot
Webcare as an Integrative Tool for Customer Care, Reputation Management, and Online Marketing: A Literature Review
inferredcites →https://doi.org/10.1080/0267257x.2020.1800797openalex-snapshot
Webcare quality: conceptualisation, scale development and validation
inferredcites →https://doi.org/10.1080/13527266.2013.797778openalex-snapshot
Understanding online firestorms: Negative word-of-mouth dynamics in social media networks
inferredcites →https://doi.org/10.1080/13527266.2015.1015704openalex-snapshot
Integrated communications in the postmodern era
inferredcites →https://doi.org/10.1080/13594320344000165openalex-snapshot
Dual processes at work in a call centre: An application of the job demands – resources model
inferredcites →https://doi.org/10.1086/209358openalex-snapshot
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
inferredcites →https://doi.org/10.1093/llc/fqt006openalex-snapshot
The Secret Life of Pronouns. What Our Words Say About Us
inferredcites →https://doi.org/10.1093/scan/nsx096openalex-snapshot
Explicit and implicit emotion regulation: a multi-level framework
inferredcites →https://doi.org/10.1108/01443570010332935openalex-snapshot
Modalities of self‐managing teams – The “must”, “may”, “can” and “will” of local decision making
inferredcites →https://doi.org/10.1108/09564231311304161openalex-snapshot
Effects of perceived employee emotional competence on customer satisfaction and loyalty
inferredcites →https://doi.org/10.1108/09564239710166272openalex-snapshot
Emotions in service satisfaction
inferredcites →https://doi.org/10.1108/10878571011088069openalex-snapshot
Social media, reputation risk and ambient publicity management
inferredcites →https://doi.org/10.1108/17566691011090026openalex-snapshot
Service productivity, quality and innovation
inferredcites →https://doi.org/10.1108/ejm-12-2016-0887openalex-snapshot
The face of contagion: consumer response to service failure depiction in online reviews
inferredcites →https://doi.org/10.1108/ijpdlm-01-2015-0007openalex-snapshot
An exploration of logistics-related customer service provision on Twitter
inferredcites →https://doi.org/10.1108/mrr-08-2012-0189openalex-snapshot
E-service flexibility: meeting new customer demands online
inferredcites →https://doi.org/10.1108/sd.2010.05626hae.002openalex-snapshot
Groundswell. Winning in a World Transformed by Social Technologies
inferredcites →https://doi.org/10.1111/j.1083-6101.2006.00019.xopenalex-snapshot
Organizational Blogs and the Human Voice: Relational Strategies and Relational Outcomes
inferredcites →https://doi.org/10.1111/j.1467-6494.2008.00496.xopenalex-snapshot
Regulating Positive and Negative Emotions in Daily Life
inferredcites →https://doi.org/10.1111/j.1468-2370.2007.00220.xopenalex-snapshot
Emotional intelligence, its measurement and implications for the workplace
inferredcites →https://doi.org/10.1111/j.1540-5414.2006.00108.xopenalex-snapshot
Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction*
inferredcites →https://doi.org/10.1142/s0219649211002821openalex-snapshot
Corporate Posts and Tweets: Brand Control in Web 2.0
inferredcites →https://doi.org/10.1177/0018726708088997openalex-snapshot
Saying it with feeling: Analysing speakable emotions
inferredcites →https://doi.org/10.1177/1077699014538827openalex-snapshot
Keeping It Real
inferredcites →https://doi.org/10.1177/1094670502004004004openalex-snapshot
The Role of Emotions in Service Encounters
inferredcites →https://doi.org/10.1177/1094670515590776openalex-snapshot
Employee Emotional Competence
inferredcites →https://doi.org/10.1177/1354067x9953001openalex-snapshot
Emotion Discourse
inferredcites →https://doi.org/10.1177/1461445610370128openalex-snapshot
‘You can’t’ but ‘I do’: Rules, ethics and the significance of shifts in pronominal forms for self-positioning in talk
inferredcites →https://doi.org/10.1177/1754073908099130openalex-snapshot
Social Sharing of Emotion in Words and Otherwise
inferredcites →https://doi.org/10.1287/mnsc.32.5.554openalex-snapshot
Organizational Information Requirements, Media Richness and Structural Design
inferredcites →https://doi.org/10.1509/jmkg.70.3.58openalex-snapshot
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
inferredcites →https://doi.org/10.1509/jmkg.72.4.044openalex-snapshot
When Intelligence is (Dys)Functional for Achieving Sales Performance
inferredcites →https://doi.org/10.1509/jmkg.72.4.44openalex-snapshot
When Intelligence Is (Dys)Functional for Achieving Sales Performance
inferredcites →https://doi.org/10.1509/jmr.10.0353openalex-snapshot
What Makes Online Content Viral?
inferredcites →https://doi.org/10.1509/jmr.16.0118openalex-snapshot
(I'm) Happy to Help (You): The Impact of Personal Pronoun Use in Customer–Firm Interactions
inferredcites →https://doi.org/10.2307/1252174openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
inferredcites →https://doi.org/10.2307/2804073openalex-snapshot
Pronouns and People: The Linguistic Construction of Social and Personal Identity
inferredcites →https://doi.org/10.2307/30040678openalex-snapshot
WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.
inferredcites →https://doi.org/10.2307/3069445openalex-snapshot
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
inferredcites →https://doi.org/10.2307/3324333openalex-snapshot
The Managed Heart: Commercialization of Human Feeling
inferredcites →https://doi.org/10.2753/mis0742-1222290408openalex-snapshot
Emotions and Information Diffusion in Social Media—Sentiment of Microblogs and Sharing Behavior
inferredcites →https://doi.org/10.4135/9781412952651.n55openalex-snapshot
Critical Incident Technique
inferredcites →https://doi.org/10.4135/9781526451163.n16openalex-snapshot
What Do We Know When We LIWC a Person? Text Analysis as an Assessment Tool for Traits, Personal Concerns and Life Stories
inferredcites →https://doi.org/10.5040/9781350933927.ch-002openalex-snapshot
Discursive psychology
inferredcites →https://doi.org/10.5040/9798881828059.ch-001openalex-snapshot
What is Emotional Intelligence?
inferredcites →https://doi.org/10.5117/2014.042.002.165openalex-snapshot
Webcare als online reputatiemanagement
inferredcites →https://doi.org/10.5117/tvt2018.1.hooiopenalex-snapshot
“Wat vervelend dat de fiets niet is opgeruimd! Heb je een zaaknummer voor mij? ^EK”
inferredcites →https://doi.org/10.5860/choice.46-1586openalex-snapshot
Groundswell: winning in a world transformed by social technologies
inferredcites →https://doi.org/10.5860/choice.49-4293openalex-snapshot
The secret life of pronouns: what our words say about us

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

inferred← citeshttps://doi.org/10.2139/ssrn.4518521openalex-extracted
The Effect of Evaluative Language on Emotional Contagion in Online Customer Feedback: A Questionnaire Study of Twitter Complaints and Compliments
inferred← citeshttps://doi.org/10.1016/j.pragma.2022.01.016openalex-snapshot
Emotional labor in webcare and beyond: A linguistic framework and case study
inferred← citeshttps://doi.org/10.1075/pc.25009.ruyopenalex-snapshot
Worse than bad, better than good
inferred← citeshttps://doi.org/10.1109/isriti68345.2025.11393154openalex-snapshot
Fake Job Detection using Bi-GRU Algorithms with Combination Random Over Sampler and Weighted Random Sampler
inferred← citeshttps://doi.org/10.1177/23294884231199740openalex-snapshot
Expressing and Responding to Customer (Dis)satisfaction Online: New Insights From Discourse and Linguistic Approaches
inferred← citeshttps://doi.org/10.48070/erciyesakademi.1105298openalex-snapshot
DİJİTAL PAZARLAMA YAKLAŞIMI AÇISINDAN WEBCARE KALİTESİNİN OLUMLU AĞIZDAN AĞIZA PAZARLAMA NİYETİ ÜZERİNDEKİ ROLÜ VE BİR ARAŞTIRMA
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