Interactivity in online chat: Conversational cues and visual cues in the service recovery process
Yingying Huang, Doğan Gürsoy, Meng Zhang, Robin Nunkoo, Si Shi
Topics & Concepts
Nonverbal communicationInteractivityPsychologyCompetence (human resources)PerceptionSensory cueCognitive psychologyCommunicationSocial psychologyMultimediaComputer scienceNeuroscienceDigital Communication and LanguageCustomer Service Quality and LoyaltyDigital Marketing and Social Media