Apologizing with a smile or crying face? Exploring the impact of emoji types on customer forgiveness within chatbots service recovery
Chenze Xie, Junhong Zhu, Yuguang Xie, Changyong Liang
Topics & Concepts
EmojiCryingForgivenessPsychologyService (business)Face (sociological concept)Customer serviceComputer scienceSocial psychologyBusinessWorld Wide WebLinguisticsMarketingSocial mediaPhilosophyDigital Communication and LanguageAI in Service InteractionsLanguage, Discourse, Communication Strategies