The study examines sustainable digital transformation aspects, comprehensively unpack
their nature and implications to digital marketing firms' ambidexterity. Sustainable digital …

Service failures and recoveries have important implications for hospitality and tourism
businesses, not only due to general service characteristics of inseparability, heterogeneity …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

This research investigates the impact of using emojis (ie, the pleading-face emoji) on
customer forgiveness in relation to handling complaints on social media. Specifically, this …

Accommodation purchase decision is a complex field that makes predictions of revisit
intentions hard to examine. Our work explores psychological factors motivating visitors' …

Purpose The purpose of this paper is to develop a reliable and valid scale with desirable
psychometric properties and sufficient level of reliability and validity to measure sustainable …

Purpose This paper aims to develop a theoretical model to understand co-creation/co-
destruction of value through customer engagement in online channels. It also investigates …

Firms spend substantial resources responding to customer complaints, and the marketing
profession has a long history of supporting that enterprise to promote customer loyalty. The …

This study aims to investigate the effects of coffee brand service quality and customer
experience on brand equity, brand personality, and brand reputation. To achieve this …

As consumers become better informed and more demanding about their purchase of
services, service provider's failure to satisfy all consumers during delivery of service is …