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Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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Emoticons und Personenwahrnehmung: Der Einfluss von Emoticons auf die Einschätzung unbekannter Kommunikationspartner in der Online-Kommunikation
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Universal dimensions of social cognition: warmth and competence
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Development and validation of brief measures of positive and negative affect: The PANAS scales.
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The Influence of Social Presence on Consumers’ Perceptions of the Interactivity of Web Sites
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Visual Cues in Computer-Mediated Communication: Supplementing Text with Emoticons
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The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior
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Nonprofits Are Seen as Warm and For-Profits as Competent: Firm Stereotypes Matter
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The Difference between Communal and Exchange Relationships: What it is and is Not
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The Impacts of Emoticons on Message Interpretation in Computer-Mediated Communication
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Do Employee Citizenship Behaviors Lead to Customer Citizenship Behaviors? The Roles of Dual Identification and Service Climate
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Friends, Businesspeople, and Relationship Roles: A Conceptual Framework and a Research Agenda
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Judging the Book by Its Cover? how Consumers Decode Conspicuous Consumption Cues in Buyer–Seller Relationships
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Effects of Emoticons on the Acceptance of Negative Feedback in Computer-Mediated Communication
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A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
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Feedback-Seeking Behavior and Leader-Member Exchange: Do Supervisor-Attributed Motives Matter?
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Effects of face masks and photo tags on nonverbal communication in service encounters
inferred← citeshttps://doi.org/10.1016/j.jretconser.2023.103417openalex-snapshot
Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues
inferred← citeshttps://doi.org/10.1016/j.jretconser.2023.103518openalex-snapshot
How power distance belief, self-construal, and relationship norms impact conspicuous consumption
inferred← citeshttps://doi.org/10.1016/j.jretconser.2025.104488openalex-snapshot
Role of relationship norms in motivating initial consumer adoption and continuous usage of mobile apps: A randomized field experiment
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.104784openalex-snapshot
Should AI express emotion? Mitigating the negative effect of AI emotional expression on usage intention
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.104840openalex-snapshot
Wise sage or goofy performer: The double-edged sword effect of chatbots using Chinese Xiehouyu on prosocial consumer behavior
inferred← citeshttps://doi.org/10.1016/j.jretconser.2026.105159openalex-snapshot
Using emojis to uplift emotion: Effects on mental health chatbots’ performance
inferred← citeshttps://doi.org/10.1016/j.tele.2023.102071openalex-snapshot
Emojifying chatbot interactions: An exploration of emoji utilization in human-chatbot communications
inferred← citeshttps://doi.org/10.1016/j.tourman.2020.104135openalex-snapshot
Helpful or harmful? A double-edged sword of emoticons in online review helpfulness
inferred← citeshttps://doi.org/10.1016/j.tourman.2021.104472openalex-snapshot
Is cuteness irresistible? The impact of cuteness on customers’ intentions to use AI applications
inferred← citeshttps://doi.org/10.1016/j.tourman.2024.105032openalex-snapshot
All words have consequences: Concrete versus abstract language in management response to hotel guest reviews
inferred← citeshttps://doi.org/10.1038/s41598-025-24368-yopenalex-snapshot
The influence of AI service robots’ humorous response strategies on consumer forgiveness following service failure
inferred← citeshttps://doi.org/10.1075/scl.98.08colopenalex-snapshot
Working with images and emoji in the 🦆 Dukki Facebook Corpus
inferred← citeshttps://doi.org/10.1080/00913367.2022.2090465openalex-snapshot
What’s in a “Happy” Meal? The Effects of Smiley Faces in Restaurant Logos on Price and Healthfulness Perceptions
inferred← citeshttps://doi.org/10.1080/0144929x.2024.2427108openalex-snapshot
Enhancing consumer satisfaction in the online knowledge payment context: the effects of warmth and competence
inferred← citeshttps://doi.org/10.1080/02602938.2021.1921105openalex-snapshot
Fitted: the impact of academics’ attire on students’ evaluations and intentions
inferred← citeshttps://doi.org/10.1080/02642069.2022.2048821openalex-snapshot
Anthropomorphize service robots: the role of human nature traits
inferred← citeshttps://doi.org/10.1080/03075079.2019.1602760openalex-snapshot
Smile(y) – and your students will smile with you? the effects of emoticons on impressions, evaluations, and behaviour in staff-to-student communication
inferred← citeshttps://doi.org/10.1080/0965254x.2021.2013935openalex-snapshot
Emojis: can it reduce post-purchase dissonance?
inferred← citeshttps://doi.org/10.1080/09669582.2024.2354883openalex-snapshot
Humorous or serious? The interaction effect of language style and tourism activity type on tourist well-being
inferred← citeshttps://doi.org/10.1080/10447318.2023.2227834openalex-snapshot
Unraveling the Effects of Voice Assistant Interactions on Digital Engagement: The Moderating Role of Adult Playfulness
inferred← citeshttps://doi.org/10.1080/10447318.2024.2400398openalex-snapshot
How to Talk to AI: The Role of Preset Prompt Language Styles in Shaping Conversational Experience
inferred← citeshttps://doi.org/10.1080/10447318.2026.2658862openalex-snapshot
Evolving Chatbots, Shifted Perceptions – A Near-Replication of Liebrecht and Van der Weegen (2019)
inferred← citeshttps://doi.org/10.1080/10510974.2024.2363259openalex-snapshot
Emotionality in Task-Oriented Chatbots – The Effect of Emotion Expression on Chatbot Perception
inferred← citeshttps://doi.org/10.1080/10548408.2022.2061672openalex-snapshot
Anthropomorphism and OTA chatbot adoption: a mixed methods study
inferred← citeshttps://doi.org/10.1080/10696679.2026.2647075openalex-snapshot
The effects of brand anthropomorphism and brand trust on perceived price fairness: examining the moderating role of brand stereotypes
inferred← citeshttps://doi.org/10.1080/13527266.2026.2678420openalex-snapshot
A comprehensive bibliometric and topic modeling analysis of emoticons and emojis in consumer behavior research
inferred← citeshttps://doi.org/10.1080/13683500.2021.1884205openalex-snapshot
Big-five personality traits in P2P accommodation platforms: similar or different to hotel brands?
inferred← citeshttps://doi.org/10.1080/15205436.2026.2695144openalex-snapshot
Is Emotional Expression Perceived? The Effect of Positive Emoji Position on Attentional Bias
inferred← citeshttps://doi.org/10.1080/15252019.2019.1691093openalex-snapshot
Leveraging Textual Paralanguage and Consumer–Brand Relationships for More Relatable Online Brand Communication: A Social Presence Approach
inferred← citeshttps://doi.org/10.1080/15252019.2022.2087809openalex-snapshot
Does Influencer–Follower Relationship Matter? Exploring How Relationship Norms and Influencer–Product Congruence Affect Advertising Effectiveness across Product Categories
inferred← citeshttps://doi.org/10.1080/15332969.2023.2288733openalex-snapshot
Service Agent Driven Co-Created Caring in Chat-Based Customer Service Encounters
inferred← citeshttps://doi.org/10.1080/1553118x.2025.2596006openalex-snapshot
Stakeholder Perceptions of Emoji Appropriateness in Organizational Social Media Messages
inferred← citeshttps://doi.org/10.1080/17517575.2025.2498763openalex-snapshot
Captivating consumers: the role of broadcaster image and speech rate in enhancing engagement in e-commerce live streaming
inferred← citeshttps://doi.org/10.1080/19368623.2026.2615197openalex-snapshot
AI-driven human-centered innovation in smart hotels: transforming guest experiences through technological collaboration
inferred← citeshttps://doi.org/10.1080/21639159.2025.2571229openalex-snapshot
Apologizing for online service failures: How does the use of emojis have an impact on customer forgiveness?
inferred← citeshttps://doi.org/10.1086/723740openalex-snapshot
Choosing Backgrounds for Success: The Role of Videoconference Backgrounds in Self-Presentation
inferred← citeshttps://doi.org/10.1093/9780197859063.003.0069openalex-snapshot
Online Consumer Behavior
inferred← citeshttps://doi.org/10.1093/jcr/ucab012openalex-snapshot
Audio Mining: The Role of Vocal Tone in Persuasion
inferred← citeshttps://doi.org/10.1093/jcr/ucab022openalex-snapshot
Doing Relationship Work: A Theory of Change in Consumer–Brand Relationships
inferred← citeshttps://doi.org/10.1093/jcr/ucac052openalex-snapshot
Power and Need-for-Justification: Asymmetrical Effects on Senders and Receivers in Marketing Communications
inferred← citeshttps://doi.org/10.1093/jcr/ucad014openalex-snapshot
Machine Talk: How Verbal Embodiment in Conversational AI Shapes Consumer–Brand Relationships
inferred← citeshttps://doi.org/10.1093/jcr/ucaf041openalex-snapshot
Why Horizontal Organizations Don’t Fall Flat: Organizational Structure Shapes Perceptions of Egalitarianism and Company Warmth
inferred← citeshttps://doi.org/10.1093/jcr/ucz034openalex-snapshot
Consuming Technocultures: An Extended JCR Curation
inferred← citeshttps://doi.org/10.1108/apjml-01-2025-0068openalex-snapshot
Gender-neutral language in social media: effects on consumer attitudes and engagement
inferred← citeshttps://doi.org/10.1108/apjml-06-2021-0413openalex-snapshot
Warmth or competence? The effects of cool and cuteness on the perceived quality of digital products
inferred← citeshttps://doi.org/10.1108/apjml-07-2024-1019openalex-snapshot
Match or mismatch: how emoji use shapes consumers’ perception of online reviews
inferred← citeshttps://doi.org/10.1108/apjml-09-2024-1335openalex-snapshot
Talking the talk: how AI voice assistants’ apology styles shape consumer satisfaction in service recovery
inferred← citeshttps://doi.org/10.1108/apjml-12-2025-2751openalex-snapshot
Consumer response to emotion-expressing artificial intelligence in customer services: the role of brand relationship norms and expectation (dis)confirmation
inferred← citeshttps://doi.org/10.1108/ejm-06-2021-0417openalex-snapshot
Relationship qualities of brand heritage: warmth, competence and the moderating roles of anthropomorphic factors
inferred← citeshttps://doi.org/10.1108/ejm-06-2021-0460openalex-snapshot
Making a positive (or negative) first impression with small talk
inferred← citeshttps://doi.org/10.1108/ejm-09-2023-0720openalex-snapshot
Virtual influencer marketing: an empirical investigation of the critical factors influencing user engagement with virtual influencers
inferred← citeshttps://doi.org/10.1108/ejm-11-2022-0827openalex-snapshot
How customers respond to chatbot anthropomorphism: the mediating roles of perceived humanness and perceived persuasiveness
inferred← citeshttps://doi.org/10.1108/idd-03-2025-0062openalex-snapshot
Investigating the determinants of individual’s intention to use social commerce: a stimulus-organism-response (S-O-R) approach
inferred← citeshttps://doi.org/10.1108/ijchm-01-2020-0028openalex-snapshot
An examination of interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention
inferred← citeshttps://doi.org/10.1108/ijchm-01-2024-0054openalex-snapshot
Show a smiley face: the persuasive role of emoji on customers’ recycling experiences
inferred← citeshttps://doi.org/10.1108/ijchm-10-2019-0904openalex-snapshot
Robot with humanoid hands cooks food better?
inferred← citeshttps://doi.org/10.1108/ijchm-10-2024-1569openalex-snapshot
Busy stays: how the sense of busyness shapes customer relationship norm orientation toward hotels
inferred← citeshttps://doi.org/10.1108/intr-07-2024-1128openalex-snapshot
Non-face emojis and credibility in user-generated content: the roles of review valence and consumer involvement
inferred← citeshttps://doi.org/10.1108/intr-09-2020-0510openalex-snapshot
Complements are warm and substitutes are competent: the effect of recommendation type on focal product evaluation
inferred← citeshttps://doi.org/10.1108/intr-11-2020-0638openalex-snapshot
Emojis and assertive environmental messages in social media campaigns
inferred← citeshttps://doi.org/10.1108/jbim-05-2024-0358openalex-snapshot
Can emojis and B2B mix? The effects of emojis and emoji–text interactions on B2B social media engagement
inferred← citeshttps://doi.org/10.1108/jcm-09-2020-4100openalex-snapshot
Is self-mockery in advertising copywriting an efficient strategy to build brand closeness and purchase intention?
inferred← citeshttps://doi.org/10.1108/jcmars-05-2022-0011openalex-snapshot
Application of the stereotype content model in marketing: a three-level review and future research
inferred← citeshttps://doi.org/10.1108/jhtt-01-2023-0003openalex-snapshot
Enhancing digital service communication strategies
inferred← citeshttps://doi.org/10.1108/jhtt-03-2025-0227openalex-snapshot
From frustration to satisfaction: the effectiveness of chatbot communication styles in service recovery
inferred← citeshttps://doi.org/10.1108/josm-06-2022-0192openalex-snapshot
Some agents are more similar than others: customer orientation of frontline robots and employees
inferred← citeshttps://doi.org/10.1108/josm-09-2018-0307openalex-snapshot
The interplay of management response and individual power in digital service environments from a bystander's perspective
inferred← citeshttps://doi.org/10.1108/josm-12-2024-0525openalex-snapshot
Small gestures, big meaning: how healthcare staff engage in patient-directed organizational citizenship behavior to create shared moments of joy
inferred← citeshttps://doi.org/10.1108/jpbm-03-2019-2315openalex-snapshot
The role of endorsers in bringing defunct brands back to life: theory and evidence
inferred← citeshttps://doi.org/10.1108/jpbm-08-2018-1997openalex-snapshot
Engaging consumers in mobile instant messaging: the role of cute branded emoticons
inferred← citeshttps://doi.org/10.1108/jrim-02-2025-0096openalex-snapshot
How relationship norms between consumers and micro-influencers shape endorsement effectiveness: the mediating role of persuasion knowledge
inferred← citeshttps://doi.org/10.1108/jrim-04-2021-0113openalex-snapshot
Let's play with emojis! How to make emojis more effective in social media advertising using promocodes and temporal orientation
inferred← citeshttps://doi.org/10.1108/jrim-05-2025-0276openalex-snapshot
Design matters! The impact of design affordance of conversational virtual shopping assistants on consumers' recommendation adoption
inferred← citeshttps://doi.org/10.1108/jrim-11-2018-0155openalex-snapshot
An international investigation of opinion leadership and social media
inferred← citeshttps://doi.org/10.1108/jsm-01-2024-0020openalex-snapshot
Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery
inferred← citeshttps://doi.org/10.1108/jsm-01-2025-0062openalex-snapshot
Consumers’ expectations and importance attached to provider’s warmth and competence in luxury and non-luxury service settings
inferred← citeshttps://doi.org/10.1108/jsm-05-2024-0237openalex-snapshot
Consumer response to failure by service robots: the role of anticipatory guilt
inferred← citeshttps://doi.org/10.1108/jsm-06-2024-0274openalex-snapshot
Cross-modal congruency effects in online service settings: a telepresence – stereotype content perspective
inferred← citeshttps://doi.org/10.1108/jsm-08-2019-0298openalex-snapshot
Customer perceptions of frontline employees’ extra-role helping behaviors
inferred← citeshttps://doi.org/10.1108/k-04-2024-0894openalex-snapshot
From general AI to custom AI: the effects of generative conversational AI’s cognitive and emotional conversational skills on user's guidance
inferred← citeshttps://doi.org/10.1108/mip-04-2023-0187openalex-snapshot
Complement or substitute? A study of the impact of artificial intelligence on consumers’ resistance
inferred← citeshttps://doi.org/10.1108/nbri-06-2021-0041openalex-snapshot
Enhancing customer satisfaction with chatbots: the influence of anthropomorphic communication styles and anthropomorphised roles
inferred← citeshttps://doi.org/10.1108/yc-08-2023-1817openalex-snapshot
Customer engagement and intention to purchase attitudes of generation Z consumers toward emojis in digital marketing communications
inferred← citeshttps://doi.org/10.1111/ijcs.12849openalex-snapshot
The influence of chatbot humour on consumer evaluations of services
inferred← citeshttps://doi.org/10.1111/ijcs.12878openalex-snapshot
Best practices for implementing experimental research methods
inferred← citeshttps://doi.org/10.1111/ijcs.12879openalex-snapshot
Emojis to conversion on social media
inferred← citeshttps://doi.org/10.1111/ijcs.13058openalex-snapshot
How relationship norms and task complexity affect consumer perceptions of quality in crowdsourcing
inferred← citeshttps://doi.org/10.1111/ijcs.13076openalex-snapshot
How the use of animated versus static emojis in online post‐purchase communication affects consumer attitude
inferred← citeshttps://doi.org/10.1111/ijcs.70066openalex-snapshot
Anthropomorphism of Artificial Intelligence Service Agent and Consumer Responses: A Systematic Literature Review and Future Research Agenda
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