Purpose – The purpose of this paper is to explore how the organizational recovery response to other‐customer failure influences the affected customer's level of satisfaction, unfavorable word‐of‐mouth (WOM), and repurchase intentions toward the firm. Design/methodology/approach – Two...

Purpose – The purpose of this paper is to present a comprehensive review of the body of literature concerning human factors in retail environments and their influence on consumers. Additionally, the authors identify the research gaps in the literature and suggest directions for future...