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...

The manner in which consumers utilize online reviewers for a purchasing decision has increasingly become an area of interest in both marketing practice and academics. However, while most academic research in this area has taken a Western viewpoint, the majority of new online consumers have come...

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...

Purpose – Service technologies are transforming the business landscape rapidly and researchers need to pay attention to the changing needs of service research and business practice. The aim of this paper is to explore the current scope of research in regards to emerging service technologies by...

Purpose: Building trust is crucial for e-service providers looking to develop long-term customer relationships. But consumers from dissimilar demographic groups behave differently. Therefore, this study investigates the question, How do consumers from different generational cohorts develop trust...

We apply polarities, axiallities and the notion of entropy to the task of identifying marketable items and the customers that should be approached in a marketing campaign. An algorithm that computes the criteria for identifying marketable items and the corresponding experimental work is also...