To date, the literature offers multiple suggestions for how to recover from service failures,
albeit without explicitly addressing customers' negative, high-arousal states evoked by the …

Short-form video influencer advertising offers new opportunities for user sensory experience
to promote advertising effectiveness and induce positive user responses. This unique …

Purpose Grounded on the X Reality framework and human–machine collaboration, this
study aims to explore the potential of immersive augmentation through artificial intelligence …

Abstract Despite Multinational Enterprises' growing interest in New Product Development
(NPD), research into the use of social media in the NPD process in Small and Medium-sized …

The main purpose of this study is to assess the impact that food delivery mobile applications
have on consumers' behaviour in the context of the changes generated by the COVID-19 …

The use of contact‐tracing apps to curb the spreading of the COVID‐19 pandemic has
stimulated social media debates on consumers' privacy concerns about the use and storage …

Serving as a social glue in interactions, consumer empathy takes center stage in shaping a
pleasant customer experience. Our holistic framework of an empathic customer experience …

This research aims to find out why visitors tend to revisit social enterprises employing people
with disabilities. The research used an exploratory sequential mixed methods design to …

In response to the widespread utilization of contact‐free technology in service interactions,
this study compares the tradeoffs between self‐service technology and interpersonal contact …

Abstract Service outcome valence is a prominent contextual factor that has been under-
researched in studies of consumer response to automated service-givers. We investigate …