Purpose This paper analyzes previously unmeasured effects of a response to a service incident called "benevolent" within the customer -firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was...

Purpose With the growing popularity of social media, it has become common practice for consumers to write online reviews to share their opinion and experience as well as consider others' reviews to inform purchase decision-making. This study investigated how online review sentiments towards four...