Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …

Financial technology (Fintech) makes a significant contribution to the financial system by
reducing costs, providing higher quality services and increasing customer satisfaction …

Sharing of fake news on social media platforms is a global concern, with research offering
little insight into the motives behind such sharing. This study adopts a mixed-method …

Omnichannel retailing has revolutionized the way retailers create strategies for engaging
customers in making purchase decisions. Phygital is a new-age transformative form of …

While the debate on online service failure and recovery strategies has been given
considerable attention in the marketing and information systems literature, the evolving …

It is an opportune time to reflect on the progress of service failure and service recovery in the
field of service marketing, specifically with a focus on perceived justice. Over the past three …

Social distancing practices and staying at home have increased the time people spend on
social media with the purpose of exchanging and consuming information about completing …

Although phygital is overly used across businesses, the construct lacks an academic
conceptualization. The existing studies define the concept in regards to the marketing …

This study aims to examine the impact of customer experience and customer engagement
on customer satisfaction and customer loyalty in e-retailing in Indonesia. This study uses …

Purpose The purpose of this study is to examine the mediating effect of psychological well-
being between organizational dehumanization and two outcome variables: service recovery …