Purpose: The purpose of this paper is to evaluate and analyze the influence of service convenience, service quality and customer satisfaction on the formation of word of mouth in airline industry. Design/methodology/approach: The sample included 400 passengers who had experienced THAI’S...

Purpose: The main purpose of this work is to evaluate the different psychological impacts of two initial verbal recovery strategies (gratitude vs empathetic apology) on the consumers' loyalty after a service failure. The proposed theoretical model also appraises the mediating role of two...

Producing non-polluting renewable energy in large scale is essential for sustainability of future developments in industry and human society. Among renewable energy resources, solar energy takes a special place because of its free accessibility and affordability. However, the optimization of its...

Purpose The objective of this paper is to compare the effects of two types of celebrities (Instagram celebrity vs. traditional celebrity) on users' willingness to look for product information (promoted products). User “likes” (user's intention to give “like” the promoted brand post) and...