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 …

The duplex theory posits that consumer animosity towards brands emerges when
expectations remain unmet, culminating in dissatisfaction. Despite increasing interest in …

This study aims to establish the consumption values which are instrumental in formation of
trust and influences the repurchase intention of subscribing to over-the-top (OTT) platforms …

Drawing on attribution theory and situational crisis communication theory, this study
investigates how destination crisis events impact tourist sympathy, anger, and intentions of …

This research investigates the impact of using emojis (ie, the pleading-face emoji) on
customer forgiveness in relation to handling complaints on social media. Specifically, this …

This paper investigates how consumers respond to online recovery strategies in response to
a service failure in the online travel agencies (OTA) context. The study also examines the …

The increasing application of artificial intelligence to online retailing and the rapid
deployment of online robots have made online robot service failures common. This study …

Examining investors' sentiments, behavioral biases and investment decisions during COVID-19
in the emerging stock market: a case of Pakistan stock market | Emerald Insight Books and …

This research examines the influence of service recovery transparency on customer
forgiveness to retain customers in the context of service recovery via social media. We …

With the rise in popularity and use of fitness apps, more research is needed to learn more
about how people use the apps so that they keep using them. Stimulus-Organism-Behaviour …