Purpose Consumer forgiveness is an important concept in service failure and recovery
research. To advance knowledge and develop future research agenda in this domain, this …

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 …

This article is a summarizing review on religiosity and consumer behavior. Review findings
from marketing literature indicate that religiosity influences consumer outcomes like …

Livestreaming e-commerce, as an emerging form of e-retailing and livestreaming
monetization, is develo** rapidly throughout the world. In the realm of livestreaming e …

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

This empirical study uses signaling theory to develop a model to investigate the
interrelationships between complaint handling, perceived Justice, customer forgiveness …

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 …

This research examines the influence of service recovery transparency on customer
forgiveness to retain customers in the context of service recovery via social media. We …

The research studies empirically the role that fairness plays in sha** emotional and
behavioral forgiveness among older US consumers (55 years of age and older). A …