This paper examines how car dealers should manage the remedy for recalled vehicles,
specifically the timing of the repair and the message on its outcome. Drawing on the Health …

Our article is among the first to model the reactions of customers to the digital transformation
of European banks in a scenario of declining interest margins. Motivated by the hypothesis …

Purpose This study aims to investigate the effect of brand transgression severity on different
behavioral responses (BRs). In addition, the role of perceived brand betrayal (BB) is …

Implementing a new information system is bound to be a risky decision for any company.
Studying the main factors that can help to improve the adoption success is crucial to help …

Purpose At present, nearly the whole globe is facing a severe threat of COVID-19. This study
aims to examine the COVID-19 complications and entrepreneurial intention among the …

Purpose Profitability considerations lead service providers to terminate service contracts
with low-value customers. However, customers targeted by service contract terminations …

The study explores how consumer–brand value congruence affects the quality of consumer
relationships and drives the propensity to leave and consumers' voluntary performance. It …

Firms increasingly rely on the third-party platforms to manage customer complaints. In this
article, we explore the impact of complaints on firms' idiosyncratic risk by considering both …

This research analyses some of the antecedents and consequences of brand hate and
examines the moderating effects of neuroticism and extraversion personality traits on …

New Normal is a change in behavior to continue carrying out normal activities but coupled
with the implementation of health protocols to prevent Covid-19 transmission. In Indonesia …