Purpose: Artificial intelligence (AI) is currently having a dramatic impact on marketing. Future manifestations of AI are expected to bring even greater change, possibly ushering in the realization of the fourth industrial revolution. In accord with such expectations, this paper aims to examine...

Purpose: Customer complaints and service recovery via virtual customer service channels (VCSCs) present unique recovery situations unlike those commonly found in traditional complaint handling channels. Some of these distinct challenges include the presence of multiple customers during a...

Purpose: The purpose of this paper is to examine whether customer-company identification (CCI) can transfer from one organization to the next within the context of service alliances. Design/methodology/approach: A between-subjects experiment using a fictitious alliance and a field study focused...