Examining user-generated content, service failure recovery and customer-brand relationships: an exploration through commitment-trust theory. - Wilson Ozuem; Michelle Willis; Kerry E. Howell; Silvia Ranfagni; Serena Rovai (Internet Res., 2024)

Examining the role of social media influencers in service failure and recovery strategies: an empirical investigation of millennials' views. - Wilson Ozuem; Michelle Willis; Silvia Ranfagni; Kerry E. Howell; Serena Rovai (Inf. Technol. People, 2024)