Electronic word of mouth (eWOM) is a prevalent consumer practice that has undeniable
effects on the company bottom line, yet it remains an over-labeled and under-theorized …

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 …

Marketing scholars increasingly use web scraping and application programming interfaces
(APIs) to collect data from the internet. Yet, despite the widespread use of such web data, the …

Abstract Service robots are playing an increasing role in tourism and hospitality. However,
this advanced technology is not immune to mistakes. The current research focuses on …

Deciphering consumers' sentiment expressions from big data (eg, online reviews) has
become a managerial priority to monitor product and service evaluations. However …

This research documents how negative reviews, when perceived as unfair, can activate
feelings of empathy toward firms that have been wronged. Six studies and four supplemental …

Marketers increasingly integrate social commerce into their business activities and
encourage users to share brand-related content. The present research investigates the role …

After 2.5 millennia of philosophical deliberation and psychological experimentation, most
scholars have concluded that humor arises from incongruity. We highlight 2 limitations of …

Across 8 experiments, we demonstrate that humor can influence status, but attempting to
use humor is risky. The successful use of humor can increase status in both new and …

Even though a large amount of content is shared on Facebook, what makes Facebook users
share content has not been thoroughly addressed in previous studies. Rather than treating …