Purpose–The keys to effective service recovery are familiar to many throughout industry and
academia. Nevertheless, overall customer satisfaction after a failure has not improved, and …

Social commerce (SC) is an upcoming trend that has changed the online shop**
experience by allowing e‐retailers to develop long‐term relationships with customers and …

Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …

Social commerce refers to an extension of e-commerce sites, integrated with social media
and Web 2.0 technology to encourage online purchases and interactions with customers …

The rapid development of artificial intelligence technology has enabled chatbots to perform
human-like service work. Chatbots commonly fail in service due to their limitations. However …

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 …

A growing body of research has emerged on online product reviews and their ability to elicit
performance outcomes desired by retailers; yet, a common understanding of the …

This study empirically examines the influence of after delivery services on customer
perception of satisfaction, trust, and repurchase intention. Data from 262 survey …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

In this study, the authors investigate the externalities of managers' responses (MRs) to
online reviews on popular travel websites. Specifically, the authors examine the effect of …