Leveraging the computers are social actors theory, in this study, we explore traits of artificial
intelligence-based chatbots that make them perceived as trustworthy, drive consumers to …

Customers voice their negative brand experiences to their family and friends in the form of
negative word‐of‐mouth (NWOM). Web 2.0 enables the sharing of NWOM in electronic …

Highlights•Recent research has aimed to understand customer forgiveness (CF) following
service failures.•Routine and less severe failures in exchange relationships are unlikely to …

Brand authenticity has attracted the growing attention of academics and practitioners for two
decades. This study contributes to brand management literature by empirically investigating …

Following service failure, there are two main forms of recovery—economic recovery and
emotional recovery. Nonetheless, prior research has not examined the differential effects of …

This research examines the influence of consumer online brand community engagement
(OBCE) at a time of product-harm crisis on consumers' cognitive responses and behavioral …

This paper investigates how consumers respond to online recovery strategies in response to
a service failure in the online travel agencies (OTA) context. The study also examines the …

Abstract Service failures occur when the service provided is less than adequate or fails to
live up to the customer's expectations. When service failures inevitably occur, providers …

The purpose of this study is to investigate the brand hate phenomenon for service products
in a cross-channel setting (offline/online environment). To reach this objective, structural …

This study aims to evaluate the effect of customer forgiveness on perceived brand betrayal
and the outcomes of brand hate in the restaurant industry. The mediating role of perceived …