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Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries

Social IdentityEngineeringHuman CommunicationInterpersonal CommunicationCommunication StudySocial ComputingUser ExperienceHuman InteractionHuman-computer InteractionChat-based Service RecoveriesConversation AnalysisCommunication ResearchCommunicationAuthenticity SignalsArtsJournalismComputer-mediated Communication