This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself,...

Teenagers often use labels to describe each other (i.e., cool, geek, hottie) as shorthand that sums up a teen in the minds of his or her peers. Marketers use the same kind of heuristic devices to describe segments in target markets. Currently measuring over 30 million strong, today's teens are...

Examination of consumers' relationships with brands is available in depth only for the last decade. As brand relationship theory evolves from the early stages, researchers across disciplines have examined multiple theoretical traditions for guidance. To explore the reasons that consumers form...