Sticks And Stones: Language, Face, And Online Dispute Resolution
基于面子理论，分析eBay买卖双方在线争议中使用的语言如何影响和解概率，发现提供因果解释可提升和解，而表达负面情绪或命令则降低和解。
Hypotheses derived from face theory predict that the words people use in online dispute resolution affect the likelihood of settlement. In an event history model, text data from 386 disputes between eBay buyers and sellers indicated a higher likelihood of settlement when face was affirmed by provision of a causal account and a lower likelihood of settlement when face was attacked by expression of negative emotions or making commands. These aspects of language and emotion accounted for settlement likelihood even when we controlled for structural aspects of disputes, such as negative feedback filings and the filer's role as buyer or seller.