How the emoji use in apology messages influences customers' responses in online service recoveries: The moderating role of communication style.
Kai-Yu WangWen-Hai ChihAndreawan HonoraPublished in: Int. J. Inf. Manag. (2023)
Keyphrases
- service providers
- message delivery
- online services
- online stores
- customer service
- instant messaging
- customer satisfaction
- single server
- service systems
- messages exchanged
- web services
- online learning
- single server queue
- electronic mail
- service times
- communication patterns
- queueing model
- mutual understanding
- service requirements
- call center
- arrival process
- communication tools
- user requests
- steady state
- online communication
- session initiation protocol
- flow control
- independent variables
- social networks
- service delivery
- discussion forums
- communication networks