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Moore, Sarah G.
(I’m) Happy to Help (You): The Impact of Personal Pronoun Use In Customer-Firm Interactions
How Should Companies Talk to Customers Online?
She Said, She Said: Differential Interpersonal Similarities Predict Unique Linguistic Mimicry in Online Word of Mouth
Should a customer service agent say, “We want to help you” or “I want to help you”? The choice influences customer satisfaction — and the bottom line.