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Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters
16 references·1 citing·47 second hopsampled
Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters (2018)Service with Emoticons: How Customers Int…Nonprofits Are Seen as Warm and For-Profits as Competent: Firm Stereotypes Matter (2010)Nonprofits Are Seen as Warm a…Agency and communion from the perspective of self versus others. (2007)Agency and communion from the…Universal dimensions of social cognition: warmth and competence (2006)Universal dimensions of socia…Gender, Identity, and Language Use in Teenage Blogs (2006)Gender, Identity, and Languag…Fundamental dimensions of social judgment: Understanding the relations between judgments of competence and warmth. (2005)Fundamental dimensions of soc…Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent (2005)Conflicts in the Work–Family …The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior (2004)The Effects of Brand Relation…A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition. (2002)A model of (often mixed) ster…The Impacts of Emoticons on Message Interpretation in Computer-Mediated Communication (2001)The Impacts of Emoticons on M…A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. (2001)A comparison of attitude, per…When leaders display emotion: how followers respond to negative emotional expression of male and female leaders (2000)When leaders display emotion:…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Emotion in the Workplace: A Reappraisal (1995)Emotion in the Workplace: A R…The Difference between Communal and Exchange Relationships: What it is and is Not (1993)The Difference between Commun…Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of…Strategy, Change and Defensive Routines. (1987)Strategy, Change and Defensiv…To emoji or not to emoji? Examining the influence of emoji on consumer reactions to advertising (2018)To emoji or not to emoji? 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References

  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.41,125 cited
  • 2002A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition.7,415 cited
  • 2006Universal dimensions of social cognition: warmth and competence4,600 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,753 cited
  • 1995Emotion in the Workplace: A Reappraisal1,476 cited
  • 2007Agency and communion from the perspective of self versus others.1,309 cited
  • 2005Fundamental dimensions of social judgment: Understanding the relations between judgments of competence and warmth.1,123 cited
  • 2004The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior1,076 cited
  • 2010Nonprofits Are Seen as Warm and For-Profits as Competent: Firm Stereotypes Matter932 cited
  • 1993The Difference between Communal and Exchange Relationships: What it is and is Not911 cited
  • 2001The Impacts of Emoticons on Message Interpretation in Computer-Mediated Communication885 cited
  • 1987Strategy, Change and Defensive Routines.667 cited
  • 2006Gender, Identity, and Language Use in Teenage Blogs646 cited
  • 2001A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.

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638 cited
  • 2000When leaders display emotion: how followers respond to negative emotional expression of male and female leaders579 cited
  • 2005Conflicts in the Work–Family Interface: Links to Job Stress, Customer Service Employee Performance, and Customer Purchase Intent453 cited
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    • 2018To emoji or not to emoji? Examining the influence of emoji on consumer reactions to advertising256 cited