This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself,...

Purpose: A growing number of consumers expect brands to take a stand on social issues. When Gillette launched its video with a social message in 2019, the popular press described it as divisive and controversial. This study aims to examine themes behind the polarized consumer response, aiding...

Purpose: The purpose of this research is to explore the experiences of women who participated in a competitive retail shopping event. Design/methodology/approach: The grounded theory approach was used. Findings: Interpretations of the data suggest that female consumers use competitive shopping...