...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...

... aggressive negotiation techniques and act against a disturbing research stimulus. 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...

...Hsin-Hui Lin; Wan-Chu Yen; Yi-Shun Wang; Yen-Min Yeh Yi-Shun Wang can be contacted at: yswang@cc.ncue.edu.tw When faced with a service failure, consumers often attempt to confirm the cause (Weiner, 2000). Attribution theory explains how people interpret behaviors or incidents...