A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
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 …
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
Privacy concerns in e‐commerce: A multilevel meta‐analysis
Whilst the rapid advancement of technology in the 21st century has facilitated the online
collection, storage, retrieval, manipulation, and transmission of individuals' personal …
collection, storage, retrieval, manipulation, and transmission of individuals' personal …
To err is human (-oid): how do consumers react to robot service failure and recovery?
Robots are the next wave in service technology; however, this advanced technology is not
perfect. This research examines how social perceptions regarding the warmth and …
perfect. This research examines how social perceptions regarding the warmth and …
Trust me, I'm a bot–repercussions of chatbot disclosure in different service frontline settings
Purpose Chatbots are increasingly prevalent in the service frontline. Due to advancements
in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the …
in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the …
Robots or frontline employees? Exploring customers' attributions of responsibility and stability after service failure or success
Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …
stability after service failure or success | Emerald Insight Books and journals Case studies …
[HTML][HTML] Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Abstract Service researchers have emphasized the importance of studying the service
experience, which encompasses multiple service encounters. Although the reflection on a …
experience, which encompasses multiple service encounters. Although the reflection on a …
Artificial intelligence in marketing: A meta‐analytic review
This study synthesizes the artificial intelligence literature into a Meta‐analytic framework
based on the theory of reasoned action and the unified theory of acceptance and use of …
based on the theory of reasoned action and the unified theory of acceptance and use of …
The service recovery journey: Conceptualization, integration, and directions for future research
Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …
service experience. Although the literature identifies an extensive set of organizational …
Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms
Abstract Service robots are on the rise. Technological advances in engineering, artificial
intelligence, and machine learning enable robots to take over tasks traditionally carried out …
intelligence, and machine learning enable robots to take over tasks traditionally carried out …
Frontline encounters of the AI kind: An evolved service encounter framework
Artificial intelligence (AI) is radically transforming frontline service encounters, with AI
increasingly playing the role of employee or customer. Programmed to speak or write like a …
increasingly playing the role of employee or customer. Programmed to speak or write like a …