Interactivity in online chat: Conversational cues and visual cues in the service recovery process
作者：
Highlights：
• The paper investigates interactivity in online chat.
• Verbal cues lead to higher perception of an agent’s competence.
• Visual nonverbal cues result in higher warmth perceptions.
• Visual nonverbal cues have a compensatory effect on message interactivity.
• Perceived warmth and competence mediate the effects of verbal and nonverbal cues.
摘要
•The paper investigates interactivity in online chat.•Verbal cues lead to higher perception of an agent’s competence.•Visual nonverbal cues result in higher warmth perceptions.•Visual nonverbal cues have a compensatory effect on message interactivity.•Perceived warmth and competence mediate the effects of verbal and nonverbal cues.
论文关键词：Verbal cues,Nonverbal cues,Warmth,Competence,Service recovery cooperation intention,Compensation effects
论文评审过程：Received 23 January 2021, Revised 4 April 2021, Accepted 28 April 2021, Available online 25 May 2021, Version of Record 25 May 2021.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2021.102360
