@inbook{5f39d8d8d30b4810ac9bdd6f7def1c9d,
title = "Managing Interactive Communications with Customers: The Effects of Social Presence Cues, Personalization, the Speed of Feedback and Situation",
abstract = "Utilizing online communication channels is important for firms as they strive to manage customer relationships. Using media richness theory, we examine the factors of effective communication that are related to information cues, personalization, and speed in two different situations. This paper offers eight propositions to stimulate future research on emerging channels.",
keywords = "Communication Channel, Communication Effectiveness, Instant Messaging, Interactive Communication, Manage Customer Relationship",
author = "Song, {Ji Hee} and Hollenbeck, {Candice R.} and Zinkhan, {George M.}",
note = "Publisher Copyright: {\textcopyright} 2015, Academy of Marketing Science.",
year = "2015",
doi = "10.1007/978-3-319-11806-2_124",
language = "English",
series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",
publisher = "Springer Nature",
pages = "296--299",
booktitle = "Developments in Marketing Science",
address = "Switzerland",
}