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   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:84:y:2025:i:c:s0969698925000335.

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2. Exploring the effect of empathic response and its boundaries in artificial intelligence service recovery. (2025). Xu, Linlin ; Guo, Yuanyuan ; Wang, Chaoyou.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924003618.

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3. How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure. (2024). Gao, Shuhong ; Cai, NA ; Yan, Jinzhe.
   In: Palgrave Communications.
   RePEc:pal:palcom:v:11:y:2024:i:1:d:10.1057_s41599-024-03212-0.

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4. Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future. (2023). Lajante, Mathieu ; Remisch, David.
   In: Customer Needs and Solutions.
   RePEc:spr:custns:v:10:y:2023:i:1:d:10.1007_s40547-023-00137-8.

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5. Examining the impact of service robot communication styles on customer intimacy following service failure. (2023). Cho, Youngju ; Park, Jun Sung ; Yoo, Joon Woo.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:75:y:2023:i:c:s0969698923002588.

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6. Stereotyping human-like virtual influencers in retailing: Does warmth prevail over competence?. (2023). el Hedhli, Kamel ; Alnawas, Ibrahim ; Zourrig, Haithem ; al Khateeb, Amr.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:75:y:2023:i:c:s0969698923002060.

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7. Leveraging perceived HPWS to improve service encounter quality in high-contact service industries. (2023). Kwamega, Michael ; Asante, Eric Adom ; Tang, Chunyong ; Opoku-Danso, Alexander.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:73:y:2023:i:c:s0969698923000917.

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8. May robots be held responsible for service failure and recovery? The role of robot service provider agents€™ human-likeness. (2023). Altinigne, Nesenur ; Okan, Mehmet ; Arikan, Esra ; Kuzgun, Ebru.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:70:y:2023:i:c:s0969698922002685.

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9. Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience. (2022). Liu-Thompkins, Yuping ; Okazaki, Shintaro.
   In: Journal of the Academy of Marketing Science.
   RePEc:spr:joamsc:v:50:y:2022:i:6:d:10.1007_s11747-022-00892-5.

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10. To resist or to purchase: The causal mechanism of binge-watching and program purchase. (2022). Zhang, Qiuxiang ; Song, Lianlian ; Mou, Jian ; Hu, Baixue.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:68:y:2022:i:c:s096969892200114x.

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11. Managing social media recovery: The important role of service recovery transparency in retaining customers. (2022). Chih, Wen-Hai ; Wang, Kai-Yu ; Honora, Andreawan.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:64:y:2022:i:c:s0969698921003805.

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12. Exploring the effect of humor in robot failure. (2022). Zhang, Yan ; Liang, Yan ; Lyu, Ting ; Yang, Hongyan ; Xu, Hong.
    In: Annals of Tourism Research.
    RePEc:eee:anture:v:95:y:2022:i:c:s0160738322000767.

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21. Exploring enablers and inhibitors of AI‐enabled drones for manufacturing process audits: A mixed‐method approach. (2024). Pereira, Vijay ; Chavan, Meena ; Chirico, Francesco ; Shankar, Amit ; Behl, Abhishek.
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22. Unleashing the digital building bricks. (2023). Wulfert, Tobias ; Woroch, Robert ; Muschkiet, Michel ; Banh, Leonardo ; Strobel, Gero.
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23. How smart technology empowers consumers in smart retail stores? The perspective of technology readiness and situational factors. (2023). Chang, Yu-Wei ; Chen, Jiahe.
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24. Are users willing to embrace ChatGPT? Exploring the factors on the acceptance of chatbots from the perspective of AIDUA framework. (2023). Huo, Yudi ; Ma, Xiaoyue.
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25. Measuring customer aggression: Scale development and validation. (2023). Wang, Shasha ; Osorio, Mara Lucila ; Mortimer, Gary.
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26. Understanding consumers’ resistance to pay with cryptocurrency in the sharing economy: A hybrid SEM-fsQCA approach. (2023). Loh, Xiu-Ming ; Lee, Voon-Hsien ; Cham, Tat-Huei ; Leong, Lai-Ying ; Hew, Jun-Jie ; Aw, Eugene Cheng-Xi ; Tang, Yun-Chia.
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27. WeChat mobile-payment-based smart retail customer experience: an integrated framework. (2022). Sun, Yinglu ; Xue, Wei ; Bandyopadhyay, Subir ; Cheng, Dong.
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28. How does a data strategy enable customer value? The case of FinTechs and traditional banks under the open finance framework. (2022). Figini, Nicolas ; Fedeli, Lorenzo ; Grassi, Laura.
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29. An Approach to Assessing Shopper Acceptance of Beacon Triggered Promotions in Smart Retail. (2022). Urevi, Nataa ; Radenkovi, Milo ; Despotovi-Zraki, Marijana ; Bara, Duan ; Labus, Aleksandra.
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30. Impact of barriers of value co-creation on consumers innovation resistance behavior: Investigating the moderation role of the DART model. (2022). Pereira, Vijay ; Anshu, Kumari ; Laker, Benjamin ; Shankar, Amit ; Behl, Abhishek.
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31. Inclusive or exclusive? Investigating how retail technology can reduce old consumers€™ barriers to shopping. (2022). Boardman, Rosy ; Viassone, Milena ; Pantano, Eleonora ; Dennis, Charles.
    In: Journal of Retailing and Consumer Services.
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32. The impact of service robots in retail: Exploring the effect of novelty priming on consumer behavior. (2022). Dong, Yuanyuan ; Wang, Yawei ; Zhou, Shoujiang ; Kang, QI ; Liu, Junqi.
    In: Journal of Retailing and Consumer Services.
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33. Technology readiness and technology paradox of unmanned convenience store users. (2022). Zhang, Yining ; Park, Hyun Jung.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:65:y:2022:i:c:s0969698921000898.

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34. Effects of characteristics of in-store retail technology on customer citizenship behavior. (2022). Gong, Taeshik ; Lee, Kangcheol ; Wang, Chen-Ya.
    In: Journal of Retailing and Consumer Services.
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35. Privacy concerns and justice perceptions with the disclosure of biometric versus behavioral data for personalized pricing tell me who you are, I’ll tell you how much you pay. Consumers’ fairness and privacy perceptions with personalized pricing. (2022). Shukla, Yupal ; Vannucci, Virginia ; Aiello, Gaetano ; Pizzi, Gabriele.
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36. Consumer’s response to conditional promotions in retailing: An empirical inquiry. (2022). Pereira, Vijay ; Dewani, Prem ; Nigam, Achint ; Behl, Abhishek.
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37. Business model innovation driven by the internet of things technology, in internet service providers’ business context. (2021). Hanafizadeh, Payam ; Hatami, Parastou ; Analoui, Morteza ; Albadvi, Amir.
    In: Information Systems and e-Business Management.
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38. Revitalization of Offline Fashion Stores: Exploring Strategies to Improve the Smart Retailing Experience by Applying Mobile Technology. (2021). Kim, Yunjeong.
    In: Sustainability.
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39. Omni-Channel Intensity and Shopping Value as Key Drivers of Customer Satisfaction and Loyalty. (2021). Fayos, Teresa ; Cotarelo, Mitxel ; Calderon, Haydee ; Molla, Alejandro.
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40. Factors Affecting the Adoption of Photovoltaic Systems in Rural Areas of Poland. (2021). Kijek, Tomasz ; Angowski, Marek ; Lipowski, Marcin ; Bondos, Ilona.
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41. Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators. (2021). Rokonuzzaman, MD ; Harun, Ahasan.
    In: Journal of Retailing and Consumer Services.
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42. To err is human: Tolerate humans instead of machines in service failure. (2021). Fan, Xiucheng ; Mohanty, Smaraki ; Chen, Nuoya ; Jiao, Jinfeng.
    In: Journal of Retailing and Consumer Services.
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43. Self-service technology in supermarkets €“ Do frontline staff still matter?. (2021). Kingshott, Russel ; Sharma, Piyush ; Ueno, Akiko.
    In: Journal of Retailing and Consumer Services.
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44. What motivates customers to shop in smart shops? The impacts of smart technology and technology readiness. (2021). Chang, Yu-Wei ; Chen, Jiahe.
    In: Journal of Retailing and Consumer Services.
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45. Pioneering Strategies in Retail Settings: An Empirical Study of Successful Practices. (2020). Marco, Savastano.
    In: Management & Marketing.
    RePEc:vrs:manmar:v:15:y:2020:i:4:p:643-663:n:6.

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46. Mapping gender and marital roles on customer delight by value perception for mobile technology in India. (2020). Guha, Sanjay ; Dubey, Prince ; Bajpai, Naval ; Kulshreshtha, Kushagra.
    In: Technology in Society.
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47. Analysis of the adoption of customer facing InStore technologies in retail SMEs. (2020). Navo-Marco, Julio ; Lorente-Martnez, Javier ; Rodrigo-Moya, Beatriz.
    In: Journal of Retailing and Consumer Services.
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48. Shopping intention at AI-powered automated retail stores (AIPARS). (2020). Dwivedi, Yogesh K ; Pillai, Rajasshrie ; Sivathanu, Brijesh.
    In: Journal of Retailing and Consumer Services.
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49. Privacy threats with retail technologies: A consumer perspective. (2020). Pizzi, Gabriele ; Scarpi, Daniele.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:56:y:2020:i:c:s0969698919314614.

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50. Revisiting customer analytics capability for data-driven retailing. (2020). Hossain, Md Afnan ; Yanamandram, Venkata ; Akter, Shahriar.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:56:y:2020:i:c:s0969698919314523.

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