Purpose – When consumers help other users of the same brand, both the brand and consumers benefit. To determine when consumer‐to‐consumer helping behaviors occur and to help managers encourage this value‐creating activity, this paper aims to investigate relationships between social...

Purpose: This commentary puts forth a conceptual framework, referred to as the consumer, organization, government framework of unintended digital technology service failures, that specifies consumer, organizational and governmental shortcomings that result in digital technologies failing in...