Apologizing with a smile or crying face? Exploring the impact of emoji types on customer forgiveness within chatbots service recovery

作者：Chenze Xie, Junhong Zhu, Yuguang Xie, Changyong Liang · 发表于：Electronic Commerce Research and Applications · 年份：2025 · DOI：10.1016/j.elerap.2025.101488 · 被引用次数：22 · 研究领域：Digital Communication and Language、AI in Service Interactions、Language, Discourse, Communication Strategies