To help managers better balance online service failures and recovery strategies, organisations
are increasingly offering a variety of recovery programmes. Anecdotal reports suggest …

Previous studies have addressed some of the issues of customers' perceptions of mobile
marketing, particularly the affordances of multiple communications and channels. Despite a …

Conceptualizing how customers construe online negative word‐of‐mouth (nWOM) following
failure experiences remains unsettled, leaving providers with inconclusive recovery strategy …

Digital environment no longer permits marketers' self-isolated practices into offline business
contours. A tighter relationship of the provider-customer is even more evident in luxury …

Online shopping has become increasingly popular due to its availability and ease. As a result,
it is important for companies that sell high-end products to maintain the same marketing …

The Internet has transformed social communications and social behaviours. Technology-aided
interpersonal interactions have replaced traditional ‘face-to-face'affiliations. The purpose …

Scholars of retargeting have increasingly recognized that consumers’ choice decisions can
often be affected by the stage of their decision making. The challenge for both researchers …

… Yllka Azemi is an assistant professor of Marketing. She is passionate about sharing knowledge
and committed to teaching that inspires students’ critical thinking and debate that leads …

Although recovery strategy literature is developing rapidly, less is known about e-commerce
customers’ recovery expectations in settings at different stages of e-commerce maturity. …

The Internet environment has transformed the concepts of service failure and recovery
strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In …