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A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights

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  1. Fu, Xiaorong & Pang, Jing & Gursoy, Dogan, 2022. "Effects of online commercial friendships on customer revenge following a service failure," Journal of Business Research, Elsevier, vol. 153(C), pages 102-114.
  2. Gerrath, Maximilian H.E.E. & Brakus, J. Joško & Siamagka, Nikoletta Theofania & Christodoulides, George, 2023. "Avoiding the brand for me, us, or them? Consumer reactions to negative brand events," Journal of Business Research, Elsevier, vol. 156(C).
  3. Cleopatra Veloutsou, 2023. "Enlightening the brand building–audience response link," Journal of Brand Management, Palgrave Macmillan, vol. 30(6), pages 550-566, November.
  4. Assiouras, Ioannis & Vallström, Niklas & Skourtis, George & Buhalis, Dimitrios, 2022. "Value propositions during service mega-disruptions: Exploring value co-creation and value co-destruction in service recovery," Annals of Tourism Research, Elsevier, vol. 97(C).
  5. Mansur Khamitov & Marina Puzakova, 2022. "Possessive brand names in brand preferences and choice: the role of inferred control," Journal of the Academy of Marketing Science, Springer, vol. 50(5), pages 1032-1051, September.
  6. Fan, Sijia & Ge, Qi & Ho, Benjamin & Ma, Lirong, 2023. "Sorry Doesn't Cut It, or Does It? Insights from Stock Market Responses to Corporate Apologies," Journal of Economic Behavior & Organization, Elsevier, vol. 205(C), pages 68-86.
  7. Bigné, Enrique & Ruiz-Mafé, Carla & Badenes-Rocha, Alberto, 2023. "The influence of negative emotions on brand trust and intention to share cause-related posts: A neuroscientific study," Journal of Business Research, Elsevier, vol. 157(C).
  8. Thomas Aichner & Paolo Coletti & Frank Jacob & Robert Wilken, 2021. "Did the Volkswagen Emissions Scandal Harm the “Made in Germany” Image? A Cross-Cultural, Cross-Products, Cross-Time Study," Corporate Reputation Review, Palgrave Macmillan, vol. 24(4), pages 179-190, November.
  9. Teck Ming Tan & Jari Salo, 2023. "Ethical Marketing in the Blockchain-Based Sharing Economy: Theoretical Integration and Guiding Insights," Journal of Business Ethics, Springer, vol. 183(4), pages 1113-1140, April.
  10. Boadi, Evans Asante & He, Zheng & Antwi, Collins Opoku & Md Altab, Hossin & Bosompem, Josephine & Hinson, Robert Ebo & Atuobuah Boadi, Victoria, 2022. "Value co-creation and employee service behaviours: The moderating role of trust in employee - hotel relationship," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  11. John Hulland & Mark B. Houston, 2020. "Why systematic review papers and meta-analyses matter: an introduction to the special issue on generalizations in marketing," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 351-359, May.
  12. Le, Hoang Tran Phuoc Mai & Park, Jungkun & Lee, Sangwoo, 2023. "Emotion and trust in virtual service assistant design for effective service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  13. Stäbler, Samuel & Himme, Alexander & Edeling, Alexander & Backhaus, Max, 2023. "How firm communication affects the impact of layoff announcements on brand strength over time," International Journal of Research in Marketing, Elsevier, vol. 40(3), pages 700-723.
  14. Gerrath, Maximilian H.E.E. & Mafael, Alexander & Ulqinaku, Aulona & Biraglia, Alessandro, 2023. "Service failures in times of crisis: An analysis of eWOM emotionality," Journal of Business Research, Elsevier, vol. 154(C).
  15. John Hulland, 2020. "Conceptual review papers: revisiting existing research to develop and refine theory," AMS Review, Springer;Academy of Marketing Science, vol. 10(1), pages 27-35, June.
  16. Didem Gamze Isiksal & Elif Karaosmanoglu, 0. "Can self-referencing exacerbate punishing behavior toward corporate brand transgressors?," Journal of Brand Management, Palgrave Macmillan, vol. 0, pages 1-16.
  17. Vaid, Shashank & Donthu, Naveen, 2023. "When injured product users may also stay satisfied: A macro-level analysis," Journal of Business Research, Elsevier, vol. 162(C).
  18. Ryoo, Yuhosua, 2022. "Moral credentials versus moral credits: Two paths to consumers’ licensing of brand transgressions," Journal of Business Research, Elsevier, vol. 146(C), pages 13-31.
  19. Mandler, Timo & Sezen, Burcu & Chen, Jieke & Özsomer, Ayşegül, 2021. "Performance consequences of marketing standardization/adaptation: A systematic literature review and future research agenda," Journal of Business Research, Elsevier, vol. 125(C), pages 416-435.
  20. Septianto, Felix & Kwon, Junbum, 2022. "Too cute to be bad? Cute brand logo reduces consumer punishment following brand transgressions," International Journal of Research in Marketing, Elsevier, vol. 39(4), pages 1108-1126.
  21. Samer Sarofim & Ahmed Tolba & Morris Kalliny, 2022. "The effect of religiosity on customer's response to service failure: Belief‐in‐fate, forgiveness, and emotional wellbeing," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(1), pages 465-486, March.
  22. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
  23. Gelbrich, Katja & Voigt, Sarah & Nazifi, Amin, 2023. "Remedy management for product recalls in the automotive industry: How car dealers should time the repair and communicate its outcome," Journal of Business Research, Elsevier, vol. 167(C).
  24. Mathieu Lajante & David Remisch, 2023. "Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 10(1), pages 1-18, December.
  25. Virginie Schweitzer & Françoise Simon, 2021. "Self-construals as the locus of paradoxical consumer empowerment in self-service retail technology environments," Post-Print hal-03110766, HAL.
  26. Marie Louise Radanielina Hita & Yany Grégoire & Bruno Lussier & Simon Boissonneault & Christian Vandenberghe & Sylvain Sénécal, 2023. "An extended health belief model for COVID-19: understanding the media-based processes leading to social distancing and panic buying," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 132-152, January.
  27. Béal, Mathieu & Suri, Anshu & Nguyen, Nguyen & Grégoire, Yany & Sénécal, Sylvain, 2022. "Is service recovery of equal importance for private vs public complainers?," Journal of Business Research, Elsevier, vol. 153(C), pages 392-400.
  28. Shakeel ul Rehman & Rafia Gulzar & Wajeeha Aslam, 2022. "Developing the Integrated Marketing Communication (IMC) through Social Media (SM): The Modern Marketing Communication Approach," SAGE Open, , vol. 12(2), pages 21582440221, May.
  29. Saram Han & Christopher K. Anderson & Kyunghwa Chung, 2023. "Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
  30. Demsar, Vlad & Sands, Sean & Rosengren, Sara & Campbell, Colin, 2022. "Ad creativity in a negative context: How a thanking message frame enhances purchase intention in times of crisis," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  31. Chatterjee, Lagnajita & Feng, Cong & Nakata, Cheryl & Sivakumar, K., 2023. "The environmental turbulence concept in marketing: A look back and a look ahead," Journal of Business Research, Elsevier, vol. 161(C).
  32. Liu, Yang & Ouyang, Zhe & He, Mujia, 2022. "Why and when firms respond accommodatively to the product-harm crisis: An institutional perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  33. Didem Gamze Isiksal & Elif Karaosmanoglu, 2020. "Can self-referencing exacerbate punishing behavior toward corporate brand transgressors?," Journal of Brand Management, Palgrave Macmillan, vol. 27(6), pages 629-644, November.
  34. Wassili Lasarov & Stefan Hoffmann & Ulrich Orth, 2023. "Vanishing Boycott Impetus: Why and How Consumer Participation in a Boycott Decreases Over Time," Journal of Business Ethics, Springer, vol. 182(4), pages 1129-1154, February.
  35. Pangarkar, Aniruddha & Fleischman, Gary M. & Iacobucci, Dawn, 2022. "Enhancing frontline employee support during a product-harm crisis: Evidence and strategic managerial implications for firms," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  36. Martinez, Luisa M. & Pacheco, Natália & Ramos, Filipe R. & Bicho, Marta, 2023. "Would you try it again? Dual effects of customer mindfulness on service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  37. Michael R. Hyman & Alena Kostyk & David Trafimow, 2023. "True Consumer Autonomy: A Formalization and Implications," Journal of Business Ethics, Springer, vol. 183(3), pages 841-863, March.
  38. Alexander Mafael & Sascha Raithel & Stefan J. Hock, 2022. "Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 174-194, January.
  39. Harun, Ahasan & Rokonuzzaman, Md, 2021. "Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  40. Khalifa, Dina & Shukla, Paurav, 2021. "When luxury brand rejection causes brand dilution," Journal of Business Research, Elsevier, vol. 129(C), pages 110-121.
  41. Paydas Turan, Ceyda, 2022. "Deal or deny: The effectiveness of crisis response strategies on brand equity of the focal brand in co-branding," Journal of Business Research, Elsevier, vol. 149(C), pages 615-629.
  42. Lucrezia Maria Cosmo & Luigi Piper & Antonio Mileti & Gianluigi Guido, 2023. "The influence of negative travel-related experience on tourist’s brand loyalty," Italian Journal of Marketing, Springer, vol. 2023(3), pages 351-368, September.
  43. Barbara Duffek & Andreas B. Eisingerich & Omar Merlo, 2023. "Why so toxic? A framework for exploring customer toxicity," AMS Review, Springer;Academy of Marketing Science, vol. 13(1), pages 122-143, June.
  44. Valor, Carmen & Antonetti, Paolo & Zasuwa, Grzegorz, 2022. "Corporate social irresponsibility and consumer punishment: A systematic review and research agenda," Journal of Business Research, Elsevier, vol. 144(C), pages 1218-1233.
  45. Paolo Antonetti & Ilaria Baghi, 2023. "Projecting lower competence to boost apology effectiveness: Underlying mechanism and boundary conditions," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 695-715, May.
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