Interactivity in online chat: Conversational cues and visual cues in the service recovery process - Huang, Yingying; Gursoy, Dogan; Zhang, Meng; Nunkoo, Robin; Shi, Si (International journal of information management, 2021)
Keywords: Between-subjects design; Compensation effects; Competence; Computer mediated communication; Cooperation; Cues; Customer services; Design of experiments; Nonverbal cues; Perception; Perceptions; Recovery; Service recovery cooperation intention; Verbal cues; Visual effects; Warmth; Warmth; Service recovery cooperation intention; Competence; Nonverbal cues; Compensation effects; Verbal cues