In a digital world, it is becoming increasingly important for marketing researchers and
practitioners to understand how consumers attribute humanlike characteristics and …

Since their inception more than 15 years ago, social media have become a vibrant research
topic in business and economics research. This article presents an integrative literature …

Abstract Service robots are playing an increasing role in tourism and hospitality. However,
this advanced technology is not immune to mistakes. The current research focuses on …

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 …

With the growing prevalence of artificial intelligence (AI) technologies in the tourism and
hospitality industry, the phenomenon of AI service failure emerges, which merits empirical …

This study investigates the relationships between company responses to social media
complaints and consumers' repurchase intentions. An online survey collected data from 325 …

This article theorizes and empirically investigates how status and provocative language
influence audience engagement with new-venture posts on social media platforms. Using …

Service robots are used in all aspects of the service industry and improve business
efficiency dramatically. However, service robot failures are also prevalent. This paper …

Brands' negative word of mouth (NWOM) generated by their unsatisfied consumers is
increasingly transmitted by fans of competing brands. Although extant research has …

Brands are increasingly embracing social activism and adopting positions on controversial
issues, prompting some consumers to react by making uncivil comments on social media …