Dr. Chris Gearhart and I merged our research interests to tackle what stakeholders expect in listening (and responding) in social media dialog. We found that higher active-empathic responses were rated as more competent and offer some ideas for social media managers.
Here's a link to free copies of our research. Enjoy!
https://www.tandfonline.com/eprint/PMVI4NAQXJRYRICJH8GK/full?target=10.1080/10904018.2019.1602046
Gearhart, C. C., & Maben, S. K. (2021). Active and empathic listening in social media: What do stakeholders really expect. International Journal of Listening, 35(3), 166-187. DOI: 10.1080/10904018.2019.1602046
