Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters

By Xueni Li, K. Chan, Sara Kim. 2019

243 citations recorded by the source corpus.

Subfields: Artificial Intelligence, Sociology and Political Science, Human-Computer Interaction

View Paper: https://www.semanticscholar.org/paper/f88096789e2b82d55b4c5dde9942aac1d80a9987

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Sociology and Political Science

1. Till Haumann
2. Pascal Güntürkün
3. Sven Mikolon

Citations in the corpus

• Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships (2020, background): “For example, employees who display higher warmth in the service encounter are often rated as less competent and vice versa (Li et al. 2019).”