The purpose of this article is to review the literature on customer relationship management
(CRM) to analyze the trends in CRM approaches, activities, tools, and implementation from …

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 …

In the past few decades, consumers around the world have placed increasing value on
corporate social responsibility (CSR). As a response, companies entering new markets have …

Human beings have always coveted beautiful objects, but the desire to look good is
reaching new heights worldwide. Although the pursuit of beauty appears universal, industry …

The focus of this paper is on levels of service failure and recovery strategies in relation to UK
online fashion retailers. In a changing social, political and economic environment the use of …

Does collectivism influence an individual's willingness to trust others? Conflicting empirical
results from previous research and the role of trust in international marketing make this …

Purpose–The purpose of this paper is to examine the asymmetric impact of service failure
severity and agreeableness on consumer switchover intention with the mediating role of …

Robust evidence suggests that cultural variation affects consumer information processing.
However, how different cultural orientations lead consumers to different moral judgments …

Leveraging moral disengagement theory, the objective of this study is to explore the
underlying mechanisms and boundary conditions under which frontline employees withdraw …

The increasing globalization of markets and the ease with which services now cross national
boundaries provide a compelling reason for understanding the cultural context of service …