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, 2022, doi:10.1177/23294884211032316.

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.

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.

Seghers, Mathias, et al. “Mapping the Spread of Dutch Non-Standard Language Use on Corporate Facebook Pages : A Corpus-Based Analysis of Service-Oriented Interaction.” NEDERLANDSE TAALKUNDE (GRONINGEN), vol. 26, no. 3, 2021, pp. 363–99, doi:10.5117/nedtaa2021.3.003.segh.