Christine Liebrecht
Biographic Data
| ID | 232776 |
|---|---|
| NAME | Christine Liebrecht |
| GIVEN NAMES | Christine |
| FAMILY NAME | Liebrecht |
| SIGNATURE | LIEBRECHT C |
| AFFILIATIONS | Tilburg University |
| ORCID | 0000-0002-6621-2212 |
| VERIFIED | Yes |
| TOTAL WORKS | 9 |
| TOTAL CITATIONS | 8 |
| AUTHOR COUNT | 9 |
| EDITOR COUNT | 0 |
| FIRST PUBLICATION YEAR | 2019 |
| LATEST PUBLICATION YEAR | 2026 |
| H-INDEX | 1 |
The taxonomy of human goals in technology development
Background Digital health innovations increase the options to enhance care practices, such as providing support in the complex task of organizing timely and appropriate care for long-term care recipients. Aiming to provide directions for technology development, this study investigated the needs of care recipients, specifically those facing cognitive challenges. We used a taxonomy of human goals to identify what long-term care recipients and careg…
From Buttons to Bots
Voters using Voting Advice Applications (VAAs) often struggle with comprehension, leading to satisficing behavior. Conversational Agent VAAs (CAVAAs) aim to improve understanding by allowing users to ask a chatbot comprehension questions. While early research shows positive effects, studies have only compared CAVAAs to basic VAAs, not to enhanced VAAs (VAA+s) with clickable information buttons. Current study compares four versions: a basic VAA, a…
In Pursuit of Informed Voters
Voters frequently struggle to understand political attitude statements in voting advice applications (VAAs) and often invest limited effort in resolving these difficulties. Conversational agent VAAs (CAVAAs) aim to reduce the cognitive effort involved in searching for relevant information by integrating chatbots that can provide contextual support. This article presents findings from three studies comparing CAVAAs to standard VAAs without additio…
Enhancing Voting Advice Applications
Despite the popularity of voting advice applications (VAAs), users often struggle to fully understand the political statements. Since users rarely resolve these comprehension issues by searching for information outside the tool, one promising solution is to enrich VAAs with additional contextual information, either through clickable explanations in a so-called VAA+, or through a conversational agent VAA with an integrated chatbot. Responding to u…
Exploring and assessing issue communication – issue communication practices and consequences of issue response strategies for organizational reputation and legitimacy
Purpose Although issue management has received ample attention, changes in the media landscape and increased societal scrutiny are currently challenging organizations’ communicative handling of issues. This raises the question of how communication professionals currently perceive and communicatively deal with issues, and what impact issue response strategies have when organizations are addressed regarding their involvement in an issue. Design/met…
Responding to online complaints in webcare by public organizations
Purpose Since public sector organizations provide services to citizens but struggle with poor perceptions of their functioning, it is valuable to examine how their online responses to complaints on social media could impact their reputation. Yet, surprisingly little is known about effects of public organizations' webcare. Therefore, this study assesses the impact of the webcare's tone, response strategy and user's involvement on participants’ con…
Sorry but no sorry
Offering an apology is a strategy brands use in response to negative electronic word of mouth. However, its effectiveness is equivocal and may depend on its combination with other strategies. In this paper, the use and the effectiveness of offering an apology in webcare conversations between airlines and complaining customers on Twitter is investigated. In Study 1, a corpus study was conducted to examine whether and how apologies occurred in 480 …
Menselijke chatbots
Mensachtige chatbots: een zegen voor online sociale klantendienst? Chatbots voor klantenservice gaan snel vooruit. Er was echter weinig bekend over de communicatiestijl die merken zouden moeten gebruiken in chatbotcommunicatie. Uit de literatuur over organisatiecommunicatie tussen merken en klanten werd het concept van een menselijke stem (Kelleher, 2009; Kelleher & Miller, 2006) opgenomen in chatbotcommunicatie. In een 2x2 experiment tussen proe…
The Relative Power of Negativity
Negative utterances and words have been found to be stronger than positive utterances and words, but what happens if positive and negative utterances are intensified? Two online experiments were carried out in which participants judged the strength of (un)intensified positive and negative evaluations in written dialogues. Both studies showed intensified language was perceived as stronger than unmarked language (i.e., language that was not intensi…
The Relative Power of Negativity
Negative utterances and words have been found to be stronger than positive utterances and words, but what happens if positive and negative utterances are intensified? Two online experiments were carried out in which participants judged the strength of (un)intensified positive and negative evaluations in written dialogues. Both studies showed intensified language was perceived as stronger than unmarked language (i.e., language that was not intensi…
Menselijke chatbots
Mensachtige chatbots: een zegen voor online sociale klantendienst? Chatbots voor klantenservice gaan snel vooruit. Er was echter weinig bekend over de communicatiestijl die merken zouden moeten gebruiken in chatbotcommunicatie. Uit de literatuur over organisatiecommunicatie tussen merken en klanten werd het concept van een menselijke stem (Kelleher, 2009; Kelleher & Miller, 2006) opgenomen in chatbotcommunicatie. In een 2x2 experiment tussen proe…
The Relative Power of Negativity
Negative utterances and words have been found to be stronger than positive utterances and words, but what happens if positive and negative utterances are intensified? Two online experiments were carried out in which participants judged the strength of (un)intensified positive and negative evaluations in written dialogues. Both studies showed intensified language was perceived as stronger than unmarked language (i.e., language that was not intensi…
Sorry but no sorry
Offering an apology is a strategy brands use in response to negative electronic word of mouth. However, its effectiveness is equivocal and may depend on its combination with other strategies. In this paper, the use and the effectiveness of offering an apology in webcare conversations between airlines and complaining customers on Twitter is investigated. In Study 1, a corpus study was conducted to examine whether and how apologies occurred in 480 …
Responding to online complaints in webcare by public organizations
Purpose Since public sector organizations provide services to citizens but struggle with poor perceptions of their functioning, it is valuable to examine how their online responses to complaints on social media could impact their reputation. Yet, surprisingly little is known about effects of public organizations' webcare. Therefore, this study assesses the impact of the webcare's tone, response strategy and user's involvement on participants’ con…
Exploring and assessing issue communication – issue communication practices and consequences of issue response strategies for organizational reputation and legitimacy
Purpose Although issue management has received ample attention, changes in the media landscape and increased societal scrutiny are currently challenging organizations’ communicative handling of issues. This raises the question of how communication professionals currently perceive and communicatively deal with issues, and what impact issue response strategies have when organizations are addressed regarding their involvement in an issue. Design/met…
The taxonomy of human goals in technology development
Background Digital health innovations increase the options to enhance care practices, such as providing support in the complex task of organizing timely and appropriate care for long-term care recipients. Aiming to provide directions for technology development, this study investigated the needs of care recipients, specifically those facing cognitive challenges. We used a taxonomy of human goals to identify what long-term care recipients and careg…
From Buttons to Bots
Voters using Voting Advice Applications (VAAs) often struggle with comprehension, leading to satisficing behavior. Conversational Agent VAAs (CAVAAs) aim to improve understanding by allowing users to ask a chatbot comprehension questions. While early research shows positive effects, studies have only compared CAVAAs to basic VAAs, not to enhanced VAAs (VAA+s) with clickable information buttons. Current study compares four versions: a basic VAA, a…
In Pursuit of Informed Voters
Voters frequently struggle to understand political attitude statements in voting advice applications (VAAs) and often invest limited effort in resolving these difficulties. Conversational agent VAAs (CAVAAs) aim to reduce the cognitive effort involved in searching for relevant information by integrating chatbots that can provide contextual support. This article presents findings from three studies comparing CAVAAs to standard VAAs without additio…
Enhancing Voting Advice Applications
Despite the popularity of voting advice applications (VAAs), users often struggle to fully understand the political statements. Since users rarely resolve these comprehension issues by searching for information outside the tool, one promising solution is to enrich VAAs with additional contextual information, either through clickable explanations in a so-called VAA+, or through a conversational agent VAA with an integrated chatbot. Responding to u…
AI in Service Interactions (5 works) · Business (3 works) · Political science (3 works) · Psychology (3 works) · Public Relations and Crisis Communication (3 works) · Reputation (3 works) · Social Psychology (3 works) · Voting (3 works) · Advertising (2 works) · Chatbot (2 works)