Work

Interactivity in online chat: Conversational cues and visual cues in the service recovery process

Year: 2021

Type: article

Source: International Journal of Information Management

DOI: 10.1016/j.ijinfomgt.2021.102360

Authors: Yingying Huang, Dogan Gursoy, Meng Zhang, Robin Nunkoo, Si Shi

Institutions: Southwestern University of Finance and Economics, University of Johannesburg, Washington State University, Griffith University, Copenhagen Business School, University of Mauritius

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

Funder: National Office for Philosophy and Social Sciences

Award: G8341058885

OpenAlex ID: W3165532012

FWCI: 8.245

Cites: 114

Cited by: 70

Related to: 10