... recovery Electronic commerce Customer service After-sales service National Natural Science Foundation of China 72474134 This study is funded by National Natural Science Foundation of China Number 72474134. With the rapid development of AI, chatbots have moved to the frontline...

... 2026 05 06 2026 06 06 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Brand hate Service failure Service recovery Temporal dynamics Negative customer responses Emotion regulation emotion Brands Customer service...

... Limited 2026 Emerald Publishing Limited Licensed re-use rights only Service adaptive behavior Affective/cognitive trust Customer citizenship behavior Self-serving attribution Attribution theory Relationship marketing Customer Service Hospitality Quantitative research Customer...

... ; Fitzsimons and Lehmann, 2004 ; Reimer and Benkenstein, 2016). Tipping Social norms Reactance Tip prompts Service encounters Service outcomes Choice architecture Consumer autonomy Customer service Experimental design Behavioral insight Tipping is a long-established norm in many...

... Financial services Financial institutions Customer service Sales Positive WOM is probably the oldest mechanism by which opinions on products and services are developed, expressed and propagated. Although marketing academicians are still striving for a universal definition of WOM, most authors...

... from service employees suggests (Medler-Liraz, 2020). Customer Service Complaints Customer care Dysfunctional customers Customer deviance Behavioural insight This research tests the link between the Dark Triad personality and Jay Customer service behaviors. In addition, it will give...

...Laurel Johnston; Joanna Phillips Melancon; J. Sebastian Leguizamon Purpose In response to the growing popularity of brands’ using social media as a customer service channel (webcare), this research examines how companies redirect consumers from the public social media feed to a private channel...

.... Brian L. Bourdeau can be contacted at: bourdbl@auburn.edu 03 03 2023 03 07 2023 31 10 2023 03 11 2023 Customer service Service encounter Much of the early marketing literature considering consumers’ affective responses focused on positive affective states...

... imitators accelerate their innovation that drives innovators to accelerate their innovation, which drives imitators to further accelerate their imitation. Internet Customer service Case study method Artificial intelligence (AI) System dynamics in markets Improving innovation processes Over...

... to improve the state of service industries by conducting participatory action research, promoting grassroots organizing/advocacy, implementing digitized customer service and addressing workforce soft skills deficiencies. Research limitations/implications The authors consider how service work can...

..., this research adds to the theoretical foundation for research on VA adoption, offering practical insights for firms regarding empathetic VA design to enhance customer service delivery. Given the lack of conceptualization and empirical research on empathy by VAs, we turn to extant research on empathy by AI...

... rights only Customer service Service encounter Engagement Frontline service employees You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management. (Howard Schultz) Unfortunately, work engagement tends...

.... Moreover, consumers who appear to be less emotionally responsive in service recovery situations may be suppressing or faking emotion. Electronic voice analysis may be helpful for customer service representatives to identify and address these situations. Additionally, understanding the emotions evoked...

...Nora Moran; Sigalit Ronen This research is first to explore why the emotional costs of service labor are not recognized in certain cases, and provides insight on how to improve customer treatment of lower-level service labor. Customer service Wellness Well-being Experimental design...

... such as SEFF, NSI and TCO affect experience value creation/destruction. Surprisingly, NSI creates value, revealing MMT as hybrid self-service technology. Customer value Customer service Customer experience Self-service technology Technology and service Mobile money transfer Senegal Africa...

... considering service involvement levels among varied minority consumer groups. Customer service Experimental design Customer engagement Financial services Frontline service employees Ethnic minorities Intercultural accommodation Discrimination Service involvement Acculturation As ethnic...

... of vulnerability, secondary customers and their inclusion in services. Primary customers’ service inclusion may increase/decrease secondary customers’ service inclusion and their experience of vulnerability. Moreover, secondary customers’ inclusion is often necessary to foster primary customers’ inclusion and well...

... their dual roles as individuals and brand representatives. This study offers nuanced insights into different types of signals and their application in a service context. Qualitative research Service delivery Customer service Frontline service employees Authenticity – being true to oneself...

... will provide a positive memorable experience for the visually impaired consumer (Conrad et al., 2019). Customer satisfaction is a crucial factor for many businesses because a problem in customer service may lead to substantial short- and long-term consequences such as walkouts and consumer...

.... Magnus Söderlund can be contacted at: magnus.soderlund@hhs.se Customer service Experimental design Artificial intelligence Figure 1 Overview of the assumed associations between the variables in the hypotheses Perceived humanness has to do with the extent to which...