Prof. Dr. Bernard De Clerck

Van Herck, Rebecca, et al. “The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails : A Closer Look at Linguistic Realization.” INTERNATIONAL JOURNAL OF BUSINESS COMMUNICATION, vol. 60, no. 4, 2023, pp. 1220–66, doi:10.1177/23294884211032316.

Cenni, Irene, et al. “Hotel Responses to Feedback on TripAdvisor : An Experimental Study on Consumer Perceptions of Face-Work.” International Pragmatics Conference, 18th, Abstracts, 2023.

Seghers, Mathias, et al. “How Effective Is Expressive? Consumer Perceptions of New Vernacular Features in Facebook Webcare Responses.” LINGUA, vol. 272, 2022, doi:10.1016/j.lingua.2022.103310.

Seghers, Mathias, et al. “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.” LANGUAGE SCIENCES, vol. 87, 2021, doi:10.1016/j.langsci.2021.101413.

Decock, Sofie, et al. “Testing the Various Guises of Conversational Human Voice : The Impact of Formality and Personalization on Customer Outcomes in Online Complaint Management.” JOURNAL OF INTERNET COMMERCE, vol. 20, no. 1, 2021, pp. 1–24, doi:10.1080/15332861.2020.1848060.