Abstract：Based on the stereotype content model, from the perspective of user relationship norm orientation, this study explores the impact of emoticons used by AI customer service on user satisfaction and the mechanism of user warmth perception and competence perception in three different AI service scenarios. The findings indicate that the use of emoticons by AI customer service has a more positive impact on user satisfaction; the users’ perceptions of warmth and competence play an intermediary role in the relationship between the use of emoticons and user satisfaction; user relationship norm orientation influences the relationship between AI customer service use of emoticons and the perceptions of warmth and competence, such that the mediating effect of warmth perception and competence perception on the relationship between AI customer service use of emoticons and user satisfaction is also influenced by the user’s orientation towards relationship norm.
隋子泓，毕新华，孙伟铭. 用户关系规范取向视角下AI客服使用表情符号对用户满意度的影响研究[J]. 管理学报, 2025, 22(6): 1113-.
SUI Zihong，BI Xinhua，SUN Weiming. The Influence of Emoticons Used by AI Customer Service on User Satisfaction from the Perspective of User Relationship Norm Orientation. Chinese Journal of Management, 2025, 22(6): 1113-.
