In this study, we use bibliometric analysis and systematic review to analyze electronic word-
of-mouth (eWOM) research. Our findings show that the research has grown a lot in terms of …

Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …

As new technologies continue to advance consumer experience, utilization of service robots
and artificial intelligence to deliver human services has been increasingly gaining attention …

This study develops and validates a scale of Social Service Robot Interaction Trust (SSRIT)
that measures consumers' trust toward interaction with AI social robots in service delivery …

Purpose In “Social media's slippery slope: challenges, opportunities and future research
directions”, Schultz and Peltier (2013) asked “whether or how social media can be used to …

This study presented and tested a conceptual model that examined how a negative event at
a tourism destination influenced perceived betrayal and boycott among tourists. A mixed …

Purpose The purpose of this study is to summarize the findings of consumer factor research
and to suggest future lines of inquiry connected to branding outcomes. Consumers are …

Abstract Drawing from Sternberg's (2003) triangular theory of hate, this paper
conceptualizes and tests the theory in the branding context. Based on two studies with 712 …

Purpose This paper aims to the literature on negative consumer-brand relationships by
advancing knowledge on the key triggers of brand hate of global and prominent brands. It …

Purpose In brand activism, a brand promotes contested sociopolitical causes to highlight its
values. Brand activism also alienates those consumers who disagree with the cause, who …