Customers often rely on peers’ opinions and experiences when forming expectations and evaluating a service provider. New media channels such as consumer review platforms and social networking sites help customers obtain firsthand information from other customers to evaluate a service. Prior...

Advances in AI are increasingly enabling firms to develop services that utilize autonomous vehicles (AVs). Yet there are significant psychological barriers to adoption, and insights from extant literature are insufficient to understand customer emotions regarding AV services. To allow for a...

Purpose – Service robots are now an integral part of our living and working environment, making them one of the hot topics for service researchers today. Against this background, this paper reviews the recent service robot literature following a Theory-Context-Characteristics-Methodology...

Marketing research shows that good customer relationship management can reduce the consequences of service failures. The question is how long a former customer engagement can still have an effect on a current critical incident. In extreme cases, this means whether and how interactions between a...

The concept of “trust” has gained considerable importance in the field of marketing during the last decades and is seen as a key mediator of customer relationship marketing. But upon a closer look at the literature, the construct “trust” is conceptualized and measured very differently....