Comprehending roles of virtual service assistant’s warmth and competence for service co-creation versus service recovery Available to Purchase

Gunjan Dandotiya is Fellow Program in Management (FPM) Scholar at the Institute of Management and Technology, Ghaziabad (India). He holds a post-graduation in marketing management from the Toulouse Business School (University of Toulouse), France, and Bachelor of Engineering from Birla Institute of Technology, Mesra (India). He was involved in various research projects at IIM Ahmedabad, IIM Bangalore and IIT Delhi. He has published a research paper in International Journal of Retail and Distribution Management, one business case in Harvard Business Review and one article in Vikalpa (Sage publication). His main research interests are Brand Management, Advertising, Digital and Mobile Marketing and Consumer Behaviour in the luxury context.

Juhi Gahlot Sarkar is working as Associate Professor at Institute of Management Technology Ghaziabad (AACSB accredited) in India. She is a PhD in Marketing Management from IBS Hyderabad (a constituent of IFHE University) in India. She has worked with reputed multi-national companies like Infosys Technologies limited and HDFC Standard Life Insurance. Her research interests include consumer-brand relationship including brand love and brand sacralization. Articles authored by her have appeared in reputed international journals like European Journal of Marketing, Journal of Business Research, Information Technology and People, Event Management, Journal of Brand Management, Marketing Intelligence and Planning, International Journal of Contemporary Hospitality Management, Journal of Service Theory and Practice, International Journal of Consumer Studies, International Journal of Retail and Distribution Management and Asia Pacific Journal of Marketing and Logistics.

Abhigyan Sarkar is working as Associate Professor of Marketing at Institute of Management Technology Ghaziabad (AACSB accredited), India. He is a PhD in Marketing Management from ICFAI University Dehradun in India. His research interests include consumer-brand relationship, brand love and brand sacralization. Articles authored by him have appeared in reputed international journals like European Journal of Marketing, Journal of Brand Management, Journal of Business Research, Event Management, International Journal of Retail & Distribution Management, Information Technology and People, International Journal of Contemporary Hospitality Management, Marketing Intelligence and Planning, Journal of Service Theory and Practice, International Journal of Consumer Studies, Society and Business Review, Qualitative Market Research: An International Journal, Asia Pacific Journal of Marketing and Logistics and Young Consumers.