Project: Normativity or creativity? The use and perception of substandard language features in online consumer and corporate comments on social media
2018-10-01 – 2022-09-30
- Abstract
Via corpus-based analysis and experimental research we investigate the presence and impact of substandard language characteristics (old and new vernaculars) in public positive and negative consumer comments and company responses on social media. We also investigate the effect of company accommodation in these contexts, taking into account the polarity of the message and the actual language characteristics.
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- PhD Thesis
- open access
Normativity or creativity? The use and perception of non-standard language features in consumer feedback and webcare on corporate social media
(2023) -
- Journal Article
- A1
- open access
How effective is expressive? Consumer perceptions of new vernacular features in Facebook webcare responses
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The impact of non-standard language on the perceived credibility and usefulness of Facebook reviews : a closer look at old and new vernacular features
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- Journal Article
- A2
- open access
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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- Conference Paper
- C3
- open access
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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The influence of (sub)standard language on credibility during critical moments in online customer communication
(2018)