... as well as smart shopping perception, service authenticity and cross-buying. The moderating effect of self-determination is examined. Design/methodology/approach The proposed model was evaluated by utilising partial least squares structural equation modelling (PLS-SEM) and importance-performance map...

... why customers prefer or decline to engage in self-recovery. A framework integrating elements from self-determination theory and theory of planned behavior is developed to explore the impact of motivational factors, attitudes and self-efficacy on self-recovery intention. Design/methodology/approach...