To date, the literature offers multiple suggestions for how to recover from service failures,
albeit without explicitly addressing customers' negative, high-arousal states evoked by the …

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 …

Organizations continue to incorporate social media analytics into their routines to improve
their performance outcomes. However, industrial marketing literature is lagging in that it has …

One of the most fundamental management questions is how market-based assets affect
shareholder value. To provide an answer, we review the extensive literature on marketing …

Social media penetration is on the rise in develo** countries and is an important channel
of growth for small and medium enterprises (SMEs). Many SMEs in develo** countries …

The COVID-19 pandemic continues to disrupt consumer experiences as well as service
operations. Despite the magnitude of this exogenous shock, little is known about the …

Over the last decade, managerial response has gained increasing attention in the hospitality
industry as an important strategy to manage online reviews and hotel-to-consumer …

Purpose The study investigates the factors that influence young consumers (Gen Zs and Ys)
in emerging markets to engage fashion ads of non-luxury fashion retail small-to medium …

The thorough dissection of prominent scholarly contributions can shed light on the evolution
of research trajectories. Using marketing research as a case, this study aims to probe into …

Social media marketing offers companies a new opportunity to connect with consumers
through customer interactions. However, resource constraints may prevent companies from …