How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style
Kaiyu Wang, Wen‐Hai Chih, Andreawan Honora
Topics & Concepts
MediationSincerityEmojiPsychologyForgivenessSocial psychologyEmpathyStyle (visual arts)Service (business)Interpersonal communicationComplaintBusinessAdvertisingSocial mediaMarketingSociologyComputer sciencePolitical scienceWorld Wide WebLawHistorySocial scienceArchaeologyDigital Communication and LanguageSentiment Analysis and Opinion MiningDigital Marketing and Social Media