The automation of services taking advantage of the significant opportunities offered by
artificial intelligence and other Industry 4.0 technologies is receiving increasing attention …

Despite the prevalence of data breaches, there is a limited understanding of individuals'
awareness, perception, and responses to breaches that affect them. We provide novel …

The undertaken study examines economic aspects of business operations of the airline
industry vis-à-vis organizational complaint handling and customer loyalty. For this purpose …

The widespread use of artificial intelligence (AI) technology in the service industry has made
the conflict between service robots and frontline employees a hot topic. While research …

Empowered by artificial intelligence (AI), human-like service robots are prevalent, but they
may have negative effects. Limited research has studied suitable strategies for …

The objective of this paper is to analyse the relationship between corporate identity and
loyalty in a public institution of higher education in an institutional crisis context. Moreover …

Data breaches have been causing havoc for many years and continue to rise, demanding a
more comprehensive framework to assess their severity. This study proposes a …

Data breaches are prevalent. We provide novel insights into individuals' awareness,
perception, and responses to breaches that affect them through two online surveys: a main …

Trade is as ancient as civilization; it has been an essential part of every society as a means
of acquiring and/or exchanging goods and services. Trade, therefore, has always depended …

Purpose This study aims to examine the relative effectiveness of functional and financial
remedies in influencing customers' negative coping responses in the event of a data breach …