1. Interactive AI is Smarter! The Role of AI Interactivity on Information Quality and Credibility in Times of Conflict. (2025). Miruna, Niculescu ; Irina, Bojescu ; Maria, Barbul ; Corina, Pelau.
   In: Culture. Society. Economy. Politics.
   RePEc:vrs:cusecp:v:5:y:2025:i:1:p:10-22:n:1002.

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2. Task-oriented vs. social-oriented: chatbot communication styles in electronic commerce service recovery. (2025). Wang, Lingli ; Yan, Qiang.
   In: Electronic Commerce Research.
   RePEc:spr:elcore:v:25:y:2025:i:3:d:10.1007_s10660-023-09741-1.

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3. Helpful or harmful? A curvilinear perspective on AI agent anthropomorphism in service failure tolerance. (2025). Liu, Ruoran ; Yu, Yan ; Hao, Jin-Xing ; Shan, Wei.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:85:y:2025:i:c:s0969698925000785.

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4. Chatbots at the frontline: Unveiling antecedents of customers€™ willingness to accept chatbot intervention in service recovery. (2025). Chih, Wen-Hai ; Wang, Kai-Yu ; Banda, Hope Wilfred.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:84:y:2025:i:c:s0969698925000335.

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5. Consumers questions as nudges: Comparing the effect of linguistic cues on LLM chatbot and human responses. (2025). Wu, Qian ; Zheng, Han.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:84:y:2025:i:c:s0969698925000293.

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6. Balancing identity diversity and product contexts: Understanding consumer trust in AI-enhanced chatbot services. (2025). Zhang, Jing ; Lu, Yangyang.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:84:y:2025:i:c:s0969698924005010.

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7. Customer adoption of robot: Synergizing customer acceptance of robot-assisted retail technologies. (2025). , Syed ; Shehawy, Yasser Moustafa ; Abdullah, Riyaz Sheikh ; Ali, Nasser.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924003588.

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8. €˜Do not be Deteriorated by service failures, Learn from them and start managing it€™: Conditions and mechanisms for managing online service failures. (2024). Sreejesh, S ; Manu, C.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924003138.

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9. Think like a robot: How interactions with humanoid service robots affect consumers€™ decision strategies. (2024). Huang, Jingya ; Liao, Jiancai.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003260.

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10. Virtual versus human: Unraveling consumer reactions to service failures through influencer types. (2024). Ran, Yaxuan ; Wang, Valerie Lynette ; Zhao, Taiyang ; Zhou, Liying ; Lu, Cheng ; Wu, Banggang.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:178:y:2024:i:c:s0148296324001619.

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11. 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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1. Chatbots at the frontline: Unveiling antecedents of customers€™ willingness to accept chatbot intervention in service recovery. (2025). Chih, Wen-Hai ; Wang, Kai-Yu ; Banda, Hope Wilfred.
   In: Journal of Retailing and Consumer Services.
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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.
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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.
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5. Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters. (2023). Otterbring, Tobias ; Arsenovic, Jasenko ; Tronvoll, Brd ; Edvardsson, BO.
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9. 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.
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10. Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience. (2022). Liu-Thompkins, Yuping ; Okazaki, Shintaro.
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13. The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps. (2022). Talwar, Shalini ; Kaur, Puneet ; Islam, Nazrul ; Salo, Jari ; Dhir, Amandeep.
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14. Exploring the effect of humor in robot failure. (2022). Zhang, Yan ; Liang, Yan ; Lyu, Ting ; Yang, Hongyan ; Xu, Hong.
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15. The effect of employees politeness strategy and customer membership on customers perception of co-recovery and online post-recovery satisfaction. (2021). Zhang, YU ; Xiao, Yan ; Yuan, Yafen ; Su, Jiafu.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:63:y:2021:i:c:s0969698921003064.

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16. The future of service: The power of emotion in human-robot interaction. (2021). Chuah, Stephanie Hui-Wen ; Yu, Joanne.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:61:y:2021:i:c:s096969892100117x.

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17. Self-diminishing effects of awe on consumer forgiveness in service encounters. (2021). Yang, Yan ; Hu, Jing.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:60:y:2021:i:c:s0969698921000576.

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18. The journey from customer participation in service failure to co-creation in service recovery. (2020). Wei, Shuqin ; Bagherzadeh, Ramin ; Rawal, Monika ; Saavedra, Jose Luis.
    In: Journal of Retailing and Consumer Services.
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19. The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction. (2019). Zhang, YU ; Shao, Bingjia.
    In: Sustainability.
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20. Customer participation in service recovery: a meta-analysis. (2018). van Vaerenbergh, Yves ; Hazee, Simon ; Costers, Annelies.
    In: Marketing Letters.
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21. The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective. (2018). Zhang, YU ; Shao, Bingjia.
    In: Future Internet.
    RePEc:gam:jftint:v:10:y:2018:i:10:p:97-:d:173608.

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22. Marketer requests for positive post-purchase satisfaction evaluations: Consumer depth interview findings. (2018). Taylor, Valerie A ; Jones, Michael A.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:41:y:2018:i:c:p:218-226.

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23. Co-creating service recovery after service failure: The role of brand equity. (2017). van Vaerenbergh, Yves ; Armirotto, Vincent ; Hazee, Simon.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:74:y:2017:i:c:p:101-109.

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24. The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail. (2017). Nagel, Mateus ; Dos, Cristiane Pizzutti.
    In: Brazilian Business Review.
    RePEc:bbz:fcpbbr:v:14:y:2017:i:5:p510-527.

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