This article reports findings from four studies examining blame attribution following service
failures perpetrated by frontline robots or human service providers. Findings show that when …

In this article, the authors examine the effect of regulatory focus and privacy concerns on
consumers' responses to highly personalized chatbot advertising. Findings from two …

When consumers become aware of their inconsistent ethical behavior, they experience
ethical dissonance and attempt to rationalize their past misconduct through neutralization …

Purpose This research aims to examine the role of consumers' brand trust and attachment
on advocacy intention before and after the occurrence of brand misconduct in retail banking …

Governments, institutions, and brands try various intervention strategies for countering
growing cyberbullying, but with questionable effectiveness. The authors use hypocrisy …

Green technology innovation (GTI) has been increasingly adopted by firms worldwide to
promote sustainable development, whereas its potential downsides have been largely …

The nature of the service failure-recovery literature is expansive, complex, and
heterogeneous. The full range of content is difficult to traverse given the long history and …

The authors demonstrate that consumers form a robust association between price and
ethicality, separate from the traditional price-quality association, which significantly …

Prior research has found that consumers who perceive themselves to be members of a
brand community are more likely to help the brand recover from a transgression, particularly …

Facial appearances bias human decisions. This study's objective, leveraging facial
impression bias, is to explore the underlying mechanisms and boundary conditions under …