Consumer forgiveness represents a compelling phenomenon for marketers, as
understanding and leveraging forgiveness allows repairing consumer brand relationships …

This research presents an integrative approach, leveraging large-scale user-generated
content (online reviews) to decipher consumers' quality perceptions in the burgeoning …

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 …

Negative experiences with other users (ie, negative peer-to-peer [P2P] experiences), are a
highly prevalent problem of sharing economy business models with potentially negative …

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 …

Recent proliferation of artificial intelligence (AI) in service encounters gives rise to questions
on how consumers respond to these novel technologies. This study seeks to examine the …

Digital and sharing platforms are transforming the business landscape and significantly
impacting the global economy. This study provides a systematic review of the sharing …

Purpose The purpose of this study is to investigate the perceived severity of service failure
(PSSF) and service recovery strategies (SRSs) as antecedents of customer forgiveness …

Drawing upon attribution theory, this study investigates the nuances of service failure and
service recovery by examining the triadic, multi-directional relationships between platform …

Purpose This paper aims to identify platform-centric versus multiparty service failure on
sharing economy platforms via topic modeling analysis of consumers' negative online …