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Interactivity in online chat: Conversational cues and visual cues in the service recovery process
16 references·1 citing·53 second hopsampled
Interactivity in online chat: Conversational cues and visual cues in the service recovery process (2021)Interactivity in online chat: Conversatio…Setting the future of digital and social media marketing research: Perspectives and research propositions (2020)Setting the future of digital…Impact of COVID-19 pandemic on information management research and practice: Transforming education, work and life (2020)Impact of COVID-19 pandemic o…Personality, Gender, and Age in the Language of Social Media: The Open-Vocabulary Approach (2013)Personality, Gender, and Age …Oxford Handbook of Internet Psychology (2012)Oxford Handbook of Internet P…Universal dimensions of social cognition: warmth and competence (2006)Universal dimensions of socia…Fundamental dimensions of social judgment: Understanding the relations between judgments of competence and warmth. (2005)Fundamental dimensions of soc…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 Impact of Corporate Credibility and Celebrity Credibility on Consumer Reaction to Advertisements and Brands (2000)The Impact of Corporate Credi…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Dimensions of Brand Personality (1997)Dimensions of Brand Personali…Dimensions of Brand Personality (1997)Dimensions of Brand Personali…RELATIONS BETWEEN WORK GROUP CHARACTERISTICS AND EFFECTIVENESS: IMPLICATIONS FOR DESIGNING EFFECTIVE WORK GROUPS (1993)RELATIONS BETWEEN WORK GROUP …Thin slices of expressive behavior as predictors of interpersonal consequences: A meta-analysis. (1992)Thin slices of expressive beh…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Back-Translation for Cross-Cultural Research (1970)Back-Translation for Cross-Cu…How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style (2022)How the emoji use in apology …Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1970Back-Translation for Cross-Cultural Research14,051 cited
  • 2002A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition.7,356 cited
  • 1997Dimensions of Brand Personality5,056 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 2006Universal dimensions of social cognition: warmth and competence4,565 cited
  • 1997Dimensions of Brand Personality4,046 cited
  • 2020Setting the future of digital and social media marketing research: Perspectives and research propositions2,642 cited
  • 1993RELATIONS BETWEEN WORK GROUP CHARACTERISTICS AND EFFECTIVENESS: IMPLICATIONS FOR DESIGNING EFFECTIVE WORK GROUPS2,200 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1992Thin slices of expressive behavior as predictors of interpersonal consequences: A meta-analysis.1,925 cited
  • 2013Personality, Gender, and Age in the Language of Social Media: The Open-Vocabulary Approach1,700 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 2000The Impact of Corporate Credibility and Celebrity Credibility on Consumer Reaction to Advertisements and Brands1,301 cited
  • 2020Impact of COVID-19 pandemic on information management research and practice: Transforming education, work and life

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1,231 cited
  • 2012Oxford Handbook of Internet Psychology1,120 cited
  • 2005Fundamental dimensions of social judgment: Understanding the relations between judgments of competence and warmth.1,060 cited
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    • 2022How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style65 cited