Interactions between consumers and humanoid service robots (HSRs; ie, robots with a
human-like morphology such as a face, arms, and legs) will soon be part of routine marketplace …

Technology is rapidly changing the nature of service, customers’ service frontline experiences,
and customers’ relationships with service providers. Based on the prediction that in the …

This article develops and discusses the concept of customer engagement behaviors (CEB),
which we define as the customers’ behavioral manifestation toward a brand or firm, beyond …

Using a cost–benefit approach, this study is the first to jointly investigate supply-side factors
and consumer characteristics that drive or hinder organic purchases. With scanner data that …

In business markets, the long-term nature of relationships may prompt parties to conduct “business
as usual,” but negative critical incidents (CIs) can cause a destabilization of these …

The internet of everything (IoE), connecting people, organizations and smart things, promises
to fundamentally change how we live, work and interact, and it may redefine a wide range …

Faced with growing environmental problems, food safety issues, and increasing obesity
rates, many consumers desire healthier, less processed natural foods that are less harmful to …

In today’s connected world, customer engagement behaviors are very important. Many
companies launch initiatives to stimulate customer engagement. However, despite evidence that …

This study examines the trade-off between tailoring an ad to an individual consumer’s needs
and the demand for personal data required to do so, which is inherent in targeted online …

Although many consumers turn to financial counseling to improve their financial well-being,
the effectiveness of these counseling services remains nebulous and the exact mechanisms …