Purpose Consumer forgiveness is an important concept in service failure and recovery
research. To advance knowledge and develop future research agenda in this domain, this …

Following the surge for empathy training in service literature and its increasing demand in
service industries, this study systematically reviews empirical papers implementing and …

Artificial intelligence (AI) continues to transform firm-customer interactions. However, current
AI marketing agents are often perceived as cold and uncaring and can be poor substitutes …

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

Chatbots have been applied to computer-mediated communication to replace human agents
due to their high efficiency and cost-effectiveness. However, their outcomes are not always …

With the growth of contactless shopping, artificial intelligence (AI) chatbot services have
become an effective tool for brands to interact with consumers. We investigate the effects of …

Artificial intelligence (AI) applications in the market have become a buzzing trend. The
current research proposed that consumers feel less empathy toward AI (vs. human) …

Realistic looking humanoid love and sex dolls have been available on a somewhat
secretive basis for at least three decades. But today the industry has gone mainstream with …

This study investigated the effect of perceived technology quality and personalization quality
on behavioral intentions, mediated by perceived empathy in using an artificial intelligence …

Unintended consequences of service are important yet infrequently examined in
transformative service research. This research examines an online service community that …