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Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication

Interactivity in Online Chat: Conversational Contingency and reaction Latency in Computer-mediated Communication

Pattern of relationship between contingency (contingent vs. non-contingent) and reaction latency (fast vs. sluggish) on organizational relationship with clients.

Hypotheses 4–6 worried the results of reaction contingency regarding the agent’s attractiveness, observers’ satisfaction with the talk, while the organization’s relationship with clients. The connection results noted above had been ordinal with regards to the contingency element, and for that reason failed to compromise interpretation of contingency primary results.

Hypothesis 4 had been supported. More contingent reactions led to greater task attraction (M = 4.78, SD = 2.56) than did less contingent reactions (M = 3.62, SD = 2.29), F (1, 127) = 7.29, p = .008, d = .48. More contingency additionally triggered greater attraction that is socialM = 4.67, SD = 2.24) than less contingency (M = 3.30, SD = 1.81), F (1, 127) = 13.98, p 1 and dining dining dining Table 1), which can be described h7 that are following a relationship theory.

Hypothesis 6 centered on exactly just just exactly how a chat agent’s responses impacted participants’ impression regarding the whole organization’s relationship with clients, also it, too, ended up being supported: More contingent reactions stimulated a far more good organizational relationship evaluation (M = 4.80, SD = 2.88) than did less contingent reactions (M = 3.47, SD = 2.45), F (1, 127) = 8.57, p = .004, d = .50.