@inbook{b32465f424bf412b90f5df00a3c4b856,
title = "Does “Smile” Matter in e-Retailing? The Role of Emoticon in Shaping Customer Service Evaluation",
author = "Xueni Li and Kimmy Chan and Ricky Chan",
year = "2014",
month = aug,
language = "English",
series = "AMA Educators Proceedings",
publisher = "American Marketing Association",
pages = "294--295",
editor = "Rebecca Hamilton and {Sa Vinhas}, {Alberto }",
booktitle = "AMA Summer Educators{\textquoteright} Conference 2004",
address = "United States",
note = "American Marketing Association (AMA) Summer Marketing Educators{\textquoteright} Conference 2014 ; Conference date: 01-08-2014 Through 03-08-2014",
}