Yingying Huang, Dogan Gürsoy, Meng Zhang, Robin Nunkoo, Si Shi. Interactivity in online chat: Conversational cues and visual cues in the service recovery process. Int J. Information Management, 60:102360, 2021. [doi]
@article{HuangGZNS21,
title = {Interactivity in online chat: Conversational cues and visual cues in the service recovery process},
author = {Yingying Huang and Dogan Gürsoy and Meng Zhang and Robin Nunkoo and Si Shi},
year = {2021},
doi = {10.1016/j.ijinfomgt.2021.102360},
url = {https://doi.org/10.1016/j.ijinfomgt.2021.102360},
researchr = {https://researchr.org/publication/HuangGZNS21},
cites = {0},
citedby = {0},
journal = {Int J. Information Management},
volume = {60},
pages = {102360},
}