Purpose – In today's competitive marketplace, companies are devoting an increasing amount of time and money to establishing themselves as socially responsible, in an effort to appeal to the value system of their target customers (Sen and Bhattacharya). In the current study, the paper focuses...

Purpose – This research aims to examine how consumers react to being ignored by a company once they have complained about an online service failure. The authors seek to propose that automatic reply e-mails to customer complaints are considered a form of cyberostracism, thus having equally...

Purpose – The purpose of this study is to understand how consumers perceive corporate volunteering programs. In particular, the author examines the moderating role of information processing and customer relationship status on consumer attitudes towards two types of volunteering programs:...

Purpose: Understanding how other customers affect hotel consumption behavior is an important topic in the hospitality literature. While existing research has typically explored the effects of active interactions among consumers, this study aims to better understand the effects of passive...

Purpose: The servicescape is increasingly being recognized as a function of two distinct components: physical and social. While these two dimensions have often been studied independently, the purpose of this paper is to examine the effect of both dimensions simultaneously in a fast casual...

Purpose: This paper aims to use equity theory to develop and test a model of the dynamics of service recovery in the homesharing context. Design/methodology/approach: Using a sample of those who have experienced a service failure with a homesharing company and have voiced complaints to the...

Purpose: Caring for older adults is an increasingly complex and multi-dimensional global concern. This article provides a comprehensive definition of the older adult care experience and discusses its key components to help practitioners deliver older adult-centered care to maximize well-being...

Purpose: With the proliferation of internet-based communication channels, understanding how restaurant consumers engage in electronic word of mouth (EWOM) has become an important field of academic pursuit. However, while communication channels have become more numerous and complex, the methods...