1. 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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2. 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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3. The strength of stance: The impact of brand activism on resistance to negative information, purchasing, and premium paying intents across different types of failures. (2025). Curina, Ilaria ; Francioni, Barbara ; Cioppi, Marco ; de Cicco, Roberta.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924003989.

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4. Consumer acceptance of social robots in domestic settings: A human-robot interaction perspective. (2025). Chang, Yaping ; Yang, Tangwutu ; Yu, Zhihao ; Gao, Yajie.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924003710.

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5. 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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6. Affiliative or self-defeating? Exploring the effect of humor types on customer forgiveness in the context of AI agents’ service failure. (2025). Liang, Changyong ; Zhou, Peiyu ; Xie, Yuguang ; Zhao, Shuping ; Lu, Wenxing.
   In: Journal of Business Research.
   RePEc:eee:jbrese:v:194:y:2025:i:c:s0148296325002048.

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7. Unintended consequences of service robots – Recent progress and future research directions. (2025). Paluch, Stefanie ; Kunz, Werner ; Jayawardhena, Chanaka ; Wirtz, Jochen ; Pitardi, Valentina ; Heirati, Nima.
   In: Journal of Business Research.
   RePEc:eee:jbrese:v:194:y:2025:i:c:s0148296325001894.

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8. Anthropomorphic last-mile robots and consumer intention: An empirical test under a theoretical framework. (2024). Zhang, Xiaoxue ; Xu, Shibo ; Kim, Rohan ; Su, Miao.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924003242.

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9. €˜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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10. Handwritten or machine-written? How typeface affects consumer forgiveness for brand failures. (2024). Xie, Scheng ; Wei, Haiying.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:81:y:2024:i:c:s0969698924002340.

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11. Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context. (2024). Shah, Tejas R ; Kautish, Pradeep ; Mehmood, Khalid.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:79:y:2024:i:c:s0969698924001218.

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12. When digital celebrity talks to you: How human-like virtual influencers satisfy consumers experience through social presence on social media endorsements. (2024). Park, Minjung ; Kim, Hyojung.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003326.

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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.
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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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   In: Journal of Retailing and Consumer Services.
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20. The Effects of Animistic Thinking, Animistic Cues, and Superstitions on Brand Responses on Social Media. (2021). Eisend, Martin ; Karpinska-Krakowiak, Malgorzata.
    In: Journal of Interactive Marketing.
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21. Emoji, Playfulness, and Brand Engagement on Twitter. (2021). Deng, QI ; Poole, Maxwell ; McShane, Lindsay ; Pancer, Ethan.
    In: Journal of Interactive Marketing.
    RePEc:eee:joinma:v:53:y:2021:i:c:p:96-110.

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22. Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions. (2021). Liebrecht, Christine ; Tsaousi, Christina ; van Hooijdonk, Charlotte.
    In: Journal of Business Research.
    RePEc:eee:jbrese:v:132:y:2021:i:c:p:124-135.

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23. Differences between TripAdvisor and Booking.com in branding co-creation. (2021). Tiago, Flávio ; Rita, Paulo ; Borges-Tiago, Maria Teresa ; Arruda, Carolina.
    In: Journal of Business Research.
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24. Online anthropomorphism and consumers€™ privacy concern: Moderating roles of need for interaction and social exclusion. (2020). Xie, YI ; Guo, Xiaoling ; Chen, KE.
    In: Journal of Retailing and Consumer Services.
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25. €œIll buy what shes #wearing€ : The roles of envy toward and parasocial interaction with influencers in Instagram celebrity-based brand endorsement and social commerce. (2020). Jin, Venus S ; Ryu, Ehri.
    In: Journal of Retailing and Consumer Services.
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26. Consumer Responses to Conflict-Management Strategies on Non-Profit Social Media Fan Pages. (2020). Megicks, Philip ; Breitsohl, Jan ; Dineva, Denitsa ; Garrod, Brian.
    In: Journal of Interactive Marketing.
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27. “Dont Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers Perceptions of Complaint Handling in Social Media. (2020). Gumann, Ralph ; Filieri, Raffaele ; Javornik, Ana.
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28. Getting more likes: the impact of narrative person and brand image on customer–brand interactions. (2019). Li, You ; Chang, Yaping ; Kumar, V ; Yan, Jun.
    In: Journal of the Academy of Marketing Science.
    RePEc:spr:joamsc:v:47:y:2019:i:6:d:10.1007_s11747-019-00632-2.

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29. When pushing back is good: the effectiveness of brand responses to social media complaints. (2019). Schnittka, Oliver ; Johnen, Marius.
    In: Journal of the Academy of Marketing Science.
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30. Consumer empowerment in consumer–firm relationships: conceptual framework and implications for research. (2018). Senecal, Sylvain ; Akhavannasab, Sanam ; Dantas, Danilo C.
    In: AMS Review.
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31. Emerging trends in qualitative research. A focus on Social Media. (2018). Grandi, Sebastiano ; Tuan, Annamaria.
    In: MERCATI & COMPETITIVIT?.
    RePEc:fan:mcmcmc:v:html10.3280/mc2018-004002.

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32. Finding Meaning in Contradiction on Employee Review Sites — Effects of Discrepant Online Reviews on Job Application Intentions. (2018). Ivens, Stefan ; Konsgen, Raoul ; Schaarschmidt, Mario ; Munzel, Andreas.
    In: Journal of Interactive Marketing.
    RePEc:eee:joinma:v:43:y:2018:i:c:p:165-177.

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