...Jianyu Chen; Pengfei Du Purpose Despite the prevalence of service failures in this emerging livestreaming e-commerce domain, scholarly investigations have neglected the effectiveness of livestreamers’ online coping strategies in mitigating the dual consequences of sales attrition and reputational...

...Qian Chen; Yeming Gong; Yaobin Lu; Xin (Robert) Luo Purpose The purpose of this study is twofold: first, to identify the categories of artificial intelligence (AI) chatbot service failures in frontline, and second, to examine the effect of the intensity of AI emotion exhibited on the effectiveness...

... failures that a customer has experienced with the same brand involved in the current service failure) as the central frame condition. Design/methodology/approach To test our hypotheses, both a scenario-based online experiment (n = 316) and an online survey (n = 492) were conducted...

... are transferrable. Empowerment Service failure Punishment Revenge Online complaining In September 2011, Bank of America (BOA) proposed a $5 monthly fee for its debit card users. Resentment arose among BOA’s customers and among them was a 22-year-old college graduate Molly Katchpole. Katchpole’s...

... group buying (OGB) service failures. A scenario simulation method with a 2×3 factorial design was used to investigate the impact of consumer role (i.e. involved consumers and observing consumers) on consumer responses (i.e. perceived quality, negative electronic word-of-mouth (eWOM...