Prof. Dr. Bernard De Clerck

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, 2021, pp. 1–25, doi:10.1080/15332861.2020.1848060.

Smeuninx, Nils, et al. “Measuring the Readability of Sustainability Reports : A Corpus-Based Analysis through Standard Formulae and NLP.” INTERNATIONAL JOURNAL OF BUSINESS COMMUNICATION, vol. 57, no. 1, 2020, pp. 52–85.

Decock, Sofie, et al. “Interpersonal Strategies in E-Complaint Refusals : Textbook Advice versus Actual Situated Practice.” BUSINESS AND PROFESSIONAL COMMUNICATION QUARTERLY, vol. 83, no. 3, 2020, pp. 285–308, doi:10.1177/2329490620904952.

Lybaert, Chloé, et al. “De Impact van Taal En Gender in Negatieve Reviews : Een Experimentele Studie Naar Gepercipieerde Geloofwaardigheid En Consumentengedrag.” Tijdschrift Voor Taalbeheersing, vol. 42, no. 1, Amsterdam University Press, 2020, pp. 55–94, doi:10.5117/tvt2020.1.003.lyba.

Van Herck, Rebecca, et al. “’Can You Send Us a PM Please?’ : Service Recovery Interactions on Social Media from the Perspective of Organizational Legitimacy.” DISCOURSE CONTEXT & MEDIA, vol. 38, 2020, doi:10.1016/j.dcm.2020.100445.