Digital companions are an advanced form of digital agents that do not only provide advice and support but accompany people on their day‐to‐day customer journeys. This article sheds light on the psychological processes underlying customers’ responses to these digital companions (i.e.,...

Purpose: This study aims to examine the effects of organizational tactics (e.g. explanation and monetary compensation) on customers’ reactions to service termination. The mediating role of anger and the moderating role of termination strategy on the effectiveness of organizational tactics are...

Purpose – The purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in public. The study includes two context variables that are relevant in public settings: perceived crowding and...