Keywords: Online customer experience
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Journal Articles

Chatbots, service failure recovery, and online customer experience through lenses of frustration – aggression theory and signaling theory

Wilson Ozuem, Silvia Ranfagni, Michelle Willis, Giada Salvietti, Kerry Howell
Journal: Journal of Services Marketing
Journal of Services Marketing (2025) 39 (5): 493–512.
https://doi.org/10.1108/JSM-10-2024-0525
Published: 02 May 2025
...Wilson Ozuem; Silvia Ranfagni; Michelle Willis; Giada Salvietti; Kerry Howell Purpose The aim of the paper is to address the persistent uncertainty surrounding the effectiveness of chatbot-led service failure recovery (SFR) in delivering a satisfactory online customer experience. Prior studies...
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Journal Articles

The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

Philipp Klaus
Journal: Journal of Services Marketing
Journal of Services Marketing (2013) 27 (6): 443–457.
https://doi.org/10.1108/JSM-02-2012-0030
Published: 09 September 2013
... quality (Klaus and Maklan, 2012). The online customer experience research focal points are controllable factors influencing the experience (Constantinides, 2004), i.e. searching, browsing, finding, selecting, comparing, and evaluating information, as well as transacting with the online service provider...
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