Impact of Video-Mediated Communication on Simulated Service Encounters

Anne H. Anderson, Alison Newlands, Jim Mullin, Annemarie Fleming, Gwyneth Doherty-Sneddon, Jeroen M. van der Velden. Impact of Video-Mediated Communication on Simulated Service Encounters. Interacting with Computers, 8(2):193-206, 1996.

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