Online health communities (OHC) are becoming valuable platforms for patients to
communicate and find support. These communities are different from general online …

Whether the result of mispronouncing a fancy brand name, miscalculating a tip, purchasing
a sensitive product, or stumbling into a product display, embarrassment is an important part …

Failures in human-chatbot interactions are becoming inevitable such as failure of chatbots to
maintain contextual awareness. Thus, an effective service recovery strategy is essential for e …

At present, as customers often turn to social media platforms to share their service
experience, this study aims to examine the determinants of their negative word-of-mouth …

Given the increasing presence of humanoid service robots at airports, hotels and
restaurants, the current study investigates how consumers' interdependent self-construal …

Customers voice their negative brand experiences to their family and friends in the form of
negative word‐of‐mouth (NWOM). Web 2.0 enables the sharing of NWOM in electronic …

Recent marketing and service research highlights the detrimental impact of negative
customer engagement behaviour (CEB) in online social networks. Nevertheless, the extant …

While existing research on pay-what-you-want often focuses on specific factors within the
tourism context (eg, time pressure, social crowding) that impact customers' payment …

A service failure and its negative effects can involve multiple customers at the same time,
which suggests the need to understand the psychological mechanisms that underlie …

Purpose Managers seeking to manage customer word-of-mouth (WOM) behavior need to
understand how different attitudinal drivers (eg satisfaction, positive and negative emotion …