prof. Bernard De Clerck
- Work address
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Groot-Brittanniëlaan 45, geb. B
9000 Gent - Bernard.DeClerck@UGent.be
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The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization
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Mapping the spread of Dutch non-standard language use on corporate Facebook pages : a corpus-based analysis of service-oriented interaction
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When form deviates from the norm : attitudes towards old and new vernacular features and their impact on the perceived credibility and usefulness of Facebook consumer reviews
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Replication Data for: A Corpus Based Analysis of V2 Variation in West Flemish and French Flemish Dialects
(2021) -
Testing the various guises of conversational human voice : the impact of formality and personalization on customer outcomes in online complaint management
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'Can you send us a PM please?' : Service recovery interactions on social media from the perspective of organizational legitimacy
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- Journal Article
- A2
- open access
De impact van taal en gender in negatieve reviews : Een experimentele studie naar gepercipieerde geloofwaardigheid en consumentengedrag
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Interpersonal strategies in E-Complaint refusals : textbook advice versus actual situated practice
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- Journal Article
- A1
- open access
Measuring the readability of sustainability reports : a corpus-based analysis through standard formulae and NLP
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Smileys, een lachertje? Over het gebruik van emoji’s in klachtenmanagement.