The dark side of customer behavior has been receiving increasing attention in the business
and management literature in recent years. Scholars have used various terminologies to …

Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …

Consumer avoidance of brands and influencers is a widespread phenomenon, especially
among Generation Z (Gen Z); however, influencer marketing literature lacks clarity about …

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 …

Purpose The purpose of this paper is to explore innovations in customer experience at the
intersection of the digital, physical and social realms. It explicitly considers experiences …

Purpose When a company practices greenwashing, it violates consumers' expectations by
deliberately deceiving them about their environmental practices or the benefits of their …

In today's market, firms expect customers to not only consume their offerings, but also to
market these offerings indirectly through different engagement behaviors. This study is …

Online interactions have emerged as a dominant exchange mode for companies and
customers. Cultivating online relationships—defined as relational exchanges that are …

Abstract Service researchers have emphasized the importance of studying the service
experience, which encompasses multiple service encounters. Although the reflection on a …

Purpose The purpose of this study is to summarize the findings of consumer factor research
and to suggest future lines of inquiry connected to branding outcomes. Consumers are …