Language style matching as a measure of librarian/patron engagement in email reference transactions

Agee, Ann

doi:10.1016/j.acalib.2019.102069

Cited by 6 publications

(4 citation statements)

References 27 publications

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“…For example, high-level matching exists among customers of different nations who speak different languages when they comment on the product ( Schuckert et al, 2015 ). Librarians can linguistically generate high-level matching feedback to the comments of the audience ( Agee, 2019 ). The desire to enhance or mitigate the impact of language style may influence recipients who eventually produce a high or low synchronized way of expression ( Giles et al, 2007 ).…”

Section: Discussionmentioning

confidence: 99%

“…For example, the sentiment in online consumer reviews negatively or positively affects the degree of synchrony of expressed texts made by recipients ( Salehan and Kim, 2016 ; Yin et al, 2017 ). The engagement in email references of the librarian’s answers is measured to indicate the holistic assessment of virtual reference services ( Agee, 2019 ). In addition to function words, the impact of topic and focus of interest on post-customers has drawn wide attention with the approach of LSM.…”

Section: Literature Reviewmentioning

confidence: 99%

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Product-Centered Language Style in Chinese Women Online Reviews

Xian

et al. 2022

Front. Psychol.

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The relationship of language style and online review has drawn increasing academic attention recently as it can provide customers with a guide to make the purchase. Extant research attaches importance to the language style that is presented in the use of function words, instead of product-related content words. This study aimed to examine the language style generated by customers’ comments relating to the product based on content words, that is, product-centered language style (PCLS). We built a corpus of Chinese women clothes online reviews to explore the general picture and distinct features of PCLS and the distinct feature of PCLS. A content-word-centered Linguistic Inquiry and Word Count (LIWC) in terms of product performance is established. PCLS is calculated based on the language style matching (LSM) algorithm. Our results show that the PCLS in women clothes online review is featured by diverse and polarized language styles among three groups of women clothes buyers, and the prioritized arrangement of words of importance contributes to the PCLS. The findings benefit the women clothes industry in which it can help companies quickly find the distinctive and the transition of PCLS and offer an approach for companies to indiscriminately look into the significance of the product category from the linguistic perspective, which can help with product sale strategy and product design.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Product-Centered Language Style in Chinese Women Online Reviews

Xian

et al. 2022

Front. Psychol.

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“…The high LSM is affected on consumers when they choose fewer familiar restaurants and read complicated reviews (A. X. . Agee (2019) argued that librarians tend to produce feedback expressions that are highly synchronized with those of book borrowers. Consumers' intention to influence recipients is associated with the classification of high and low LSM (Giles et al, 2007).…”

Section: Cpq's Diversity and Concentratedmentioning

confidence: 99%

“…X. Liu et al (2018) used nine category function words to measure the LSM of hotel booking consumers’ emotions. The same approach was used by Yin et al (2017) and Agee (2019) to discuss the extent and nature of emotions in online consumer reviews. Beyond function words, topic themes and the focus of the online reviews began to gain research attention with the introduction of other content words.…”

Section: Literature Reviewmentioning

confidence: 99%

Consumers’ Concerns Regarding Product Quality: Evidence From Chinese Online Reviews

Xian

Wang³

et al. 2023

Sage Open

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Customers’ concerns regarding product quality (CPQs), as expressed in online reviews, provide future customers with information that may influence their own purchase decisions. Recent research attaches considerable importance to consumers’ emotions embedded in their language style, based on function words, but rarely touches on their CPQs, which are also embedded in their language style. Therefore, this study aims to examine the CPQs of Chinese women’s clothes buyers. We build a corpus of 32,667 words from the online reviews of women’s clothes buyers on the Chinese website Taobao. A novel language inquiry word count dictionary for topic types related to product quality is built, which is then imported into a language style matching algorithm which assesses the synchrony of the language style. Our results show that buyers’ CPQs are diverse and concentrated in scope; consumers’ different expressions in online reviews are dependent on the sequence and impact factor of CPQs embedded in their language style. This study’s findings offer companies valuable insights to identify customers’ CPQs based on their language style, which may allow them to devise more effective promotion strategies and product designs.

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Evaluating the Virtual Reference Services in a University Library

Kampa,

Gouda

2023

Internet Reference Services Quarterly

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Language style matching as a measure of librarian/patron engagement in email reference transactions

Cited by 6 publications

References 27 publications

Product-Centered Language Style in Chinese Women Online Reviews

Product-Centered Language Style in Chinese Women Online Reviews

Consumers’ Concerns Regarding Product Quality: Evidence From Chinese Online Reviews

Evaluating the Virtual Reference Services in a University Library

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