Purpose This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery. Design/methodology/approach Two experiments were conducted to test the proposed hypotheses. Findings The results show that compared...

Purpose: The purpose of this paper is to explore how the product type (hedonic product and utilitarian product) and reward type (hedonic gift and utilitarian gift) influence customer referral likelihood in referral reward program. Design/methodology/approach: The authors test the effect of the...

We study an optimal inventory control and allocation for a seller who uses sequential Internet auctions to sell replenishment products. This problem is faced not only by retailers/distributors in the retail industry but also by manufacturers who use sequential Internet auctions to sell products...