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Interactivity in Online Chat: Conversational Cues and Visual Cues in the Service Recovery Process

International Journal of Information Management, 2021
Use of both verbal and nonverbal cues in computer-mediated communication can influence customers’ perceptions and their behavioral intentions. Drawing on the compensation effect theory, this study investigates how verbal and nonverbal cues used by ...
Si Shi, Robin Nunkoo, Doğan Gürsoy
exaly   +2 more sources