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 …

The rise of unstructured data (UD), propelled by novel technologies, is resha** markets
and the management of marketing activities. Yet these increased data remain mostly …

The revolution in information availability and the advances in novel interaction technologies
have ushered in two major shifts that call into question the traditional assumptions of buyer …

At the intersection of technology and marketing, this study develops a framework to
unobtrusively detect salespeople's faces and simultaneously extract six emotions …

Consumers are often frustrated by customer service. But could a simple shift in language
help improve customer satisfaction? We suggest that linguistic concreteness—the tangibility …

Digital communication, the electronic transmission of information, reflects and influences
consumers' perceptions, attitudes, behaviors, and shop** journeys. Thus, data stemming …

In B2B markets, vendor companies increasingly rely upon influential individuals in the digital
environment to communicate information about their offerings to client organizations. Given …

Despite increasing interest in warmth and competence as fundamental dimensions in
consumers' evaluation of service providers, prior research remains ambiguous about which …

Chatbots are increasingly occupying the online retailing landscape, and the volume of
consumer-chatbot service interactions is exploding. Even so, it still remains unclear how …

B2B buyers are exhibiting an increased preference to transact digitally with vendors. A topic
which has yet to receive sufficient academic attention in this modern selling environment is …