Purpose: This study aims to investigate bystanders' perceptions and reactions to management responses to consumer complaints through digital service channels. Specific purposes are to examine how management response (i.e. warmth, competence) and individual differences (i.e. bystander power)...

Purpose – The objectives of this paper are to: examine e‐shopping quality dimensions; explore how e‐shopping quality factors influence consumer shopping outcomes (e‐shopping satisfaction and e‐shopping intention); and test the moderating effects of consumer experiential e‐shopping...