Purpose: This paper aims to investigate whether customer satisfaction varies when presented with different types of omnichannel promotions (shopping goal-congruent vs shopping goal-incongruent and monetary vs non-monetary promotions) and if the effect on satisfaction is mediated by service...

Purpose – This study seeks to investigate the impact of firm reputation for service quality on customers' responses to service failures. Firm reputation is defined as customers' perceptions of how well a firm takes care of customers and is genuinely concerned about their welfare....