This research proposes and tests mechanisms for defining and identifying the critical online
consumer reviews that firms could prioritize to optimize their online response strategies …

Livestreaming e-commerce, as an emerging form of e-retailing and livestreaming
monetization, is developing rapidly throughout the world. In the realm of livestreaming e …

This research examines the influence of service recovery transparency on customer
forgiveness to retain customers in the context of service recovery via social media. We …

Drawing on expectation confirmation research, we develop hypotheses regarding the effect
of compensation on key customer outcomes following a major data breach and consequent …

Purpose–The purpose of this study is to test the effects of satisfaction, satisfaction with
service recovery (SSR) and switching costs (SC) on loyalty and positive word-of-mouth …

Purpose The intention-behavior gap that occurs when one's actions do not align with their
intentions has been the topic of interest of many researchers. However, the effects of the …

Purpose The purpose of this paper is to examine the effect of explanation on customer
satisfaction in the service failure stage. It seeks to better understand the dynamics of …

Purpose Given the fierce competition in financial services, service failure management and
trust restoration tactics are becoming strategic priorities. Studies investigating trust …

Purpose It is becoming easier for end-users to modify their information system, sometimes
against the wishes of management or the original manufacturer. In the mobile device …

Organizations build competitive advantage when they design recovery framework with
recourse to disgusted customers, given that no two failure experiences are the same. This …