"The business world is changing rapidly, requiring organizations to be more competitive and customer-centric. Applied technologies have provided opportunities for nascent startups to disrupt established business models that hadn't fundamentally changed for decades. Technologies now enable work...

Social media (SM) are transforming the ways in which customers communicate with firms following service failures. While there is a positive side to this phenomenon, there is also a negative side, which can lead to serious social media crises. In light of this duality, the current article...