Purpose: This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their self-conscious emotions. The moderating roles of the witness customers’ empathic tendencies and the source of...

Purpose: Besides the direct physical health consequences, through social isolation COVID-19 affects a considerably larger share of consumers with deleterious effects for their psychological well-being. Two vulnerable consumer groups are particularly affected: older adults and children. The...

Social robots are gradually entering the organizational frontline, and research is beginning to unveil the implications for consumer–firm interactions. While empirical studies on human–robot service interaction (HRSI) are scarce in business literature, other scientific fields have generated...