Although prior research has addressed the influence of corporate social responsibility (CSR)
on perceived customer responses, it is not clear whether CSR affects market value of the …

Empowered by artificial intelligence (AI), chatbots are surging as new technologies with both
business potential and customer pushback. This study exploits field experiment data on …

Marketers and investors face a heated, provocative debate over whether excelling in social
responsibility initiatives hurts or benefits firms financially. This study develops a theoretical …

Firms are exploiting artificial intelligence (AI) coaches to provide training to sales agents and
improve their job skills. The authors present several caveats associated with such practices …

This paper seeks to quantify the long-term financial impact of negative word of mouth (NWOM),
an issue that has long challenged extant research. We do so with real-world data on firm …

Extant marketing literature tends to view cross-functional relationships as primarily
cooperative or competitive in nature, but not both. In contrast, this research focuses on cross-…

This paper offers a social network explanation for the purported relationship between
internationalization and firm performance in the context of born-global small and medium …

Although there is significant evidence that customer satisfaction is an important driver of firm
profitability, extant literature has largely neglected two intermediate outcomes of customer …

Companies have increasingly advocated social media technologies to transform businesses
and improve organizational performance. This study scrutinizes the predictive relationships …

Trust plays a key role in the electronic market that involves high uncertainty and lack of legal
protection. Building trust online is proposed as a solution to consumers' privacy concerns. …