The existing body of research on service failures and recoveries primarily deals with
business-to-consumer markets, with relatively limited and scattered research on business-to …

Generation Z's (gen z) sharing of personal information on social media is a growing
phenomenon with significant ramifications. Existing research, however, focuses on …

This study deploys a novel clustering algorithm to identify distinct segments of consumers
based on the strategies they use to 'cope'with service failure. Drawing from different anger …

Purpose Considering the scant scholarly research on elderly customers' behaviors, this
study aims to investigate elderly customers' reactions to service failure. Additionally, it takes …

Comfort carries many positive consequences, and a vital issue is how to stimulate it.
Because service personnel are direct service providers, which means they have a significant …

Online commercial friendship (OCF) is a type of social platform-mediated relational
exchange that combines business relationships with friendships. We identify-two OCF types …

The impact of robot service failure on customer retention is well-recognized, with a growing
focus on effective robot recovery strategies. Despite this, the formation of human-robot …

Prior studies have examined customers' reactions to service provided by people with
disabilities solely within normal service conditions. This study expands current research by …

Purpose Relationship marketing is about developing, maintaining and sustaining mutually
beneficial customer–organisation relationships as measured by economic gains. Yet, a …

Customer participation in service failure recovery has gained increasing attention as today's
customers are actively engaged in the service process. However, limited research examines …