Purpose: The purpose of this paper is to examine the role of empathy and apology in service recovery, and more specifically, establish how these factors promote positive service outcomes, typified by reconciliation and mitigate negative occurrences, characterised by customer retaliation and...

Purpose: The purpose of this paper is to present an innovative reflexive process evaluation method for a social marketing programme featuring an innovative virtual reality (VR) simulation experience for adolescents. Design/methodology/approach: A process evaluation framework focusing on three...

Purpose: Governments around the world have used social distancing methods to slow the spread of COVID-19. Some people, however, have ignored repeated warnings about the need to maintain social distance. The purpose of this study was to segment individuals based on their perceptions of social...

Purpose: In responding to the Coronavirus (COVID-19) pandemic, drastic public health measures such as social distancing and lockdowns have been implemented across the globe to slow the spread of the virus. In the USA, the public's reaction to social distancing has been mixed, evident in a high...