We review research on the topic of trust repair, which has proceeded over the past four
decades using three different philosophical mechanisms that provide the bases through …

Research has revealed service industries' benefits from customer trust including positive
effects on commitment, loyalty, sales effectiveness, and collaborative, cooperative, and …

Purpose Coronavirus disease 2019 (COVID-19) has disrupted global supply chains,
revealing dreadful gaps and exposing vulnerabilities. Retailers are challenged to tackle …

Robots like human co-workers can make mistakes violating a human's trust in them. When
mistakes happen, humans can see robots as less trustworthy which ultimately decreases …

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 …

Consumer shopping behavior in luxury retail stores continues to be a subject of interest
among marketing researchers. Such a phenomenon has led us to explore how price image …

The rapid development of artificial intelligence technology has enabled chatbots to perform
human-like service work. Chatbots commonly fail in service due to their limitations. However …

The relationship between perceived justice facets and satisfaction is well discussed in
literature. The aim of this study is to test the mediating impact of customer forgiveness …

A brand scandal impacts not just the brand, but also different stakeholders in the society.
However, there is not enough literature in the domain of brand scandals and consumers' …

Purpose Given the fierce competition in financial services, service failure management and
trust restoration tactics are becoming strategic priorities. Studies investigating trust …