[Elsevier] To facial or not to facial? From emoji to empathy in shaping customer satisfaction with chatbot service recovery

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journalㄩJournal of Retailing and Consumer Services

AuthorsㄩZhongpeng Cao; Kexin Yu

Published dateㄩ2026-2-

DOIㄩ10.1016/j.jretconser.2025.104633

PDF linkㄩhttps://www.sciencedirect.com/sc ... 969698925004126/pdf

Article linkㄩhttps://doi.org/10.1016/j.jretconser.2025.104633

Article SourceㄩElsevier BV


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