Managing customer satisfaction after a product recall: the joint role of remedy, brand equity, and severity
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DOI: 10.1007/s11747-021-00802-1
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- Fang, Xiang & Wang, Xiaoyu & Shao, Yingying & Banerjee, Pramit, 2024. "Examining the effect of a firm’s product recall on financial values of its competitors," Journal of Business Research, Elsevier, vol. 176(C).
- Subhajit Bhattacharya & Arunava Dalal, 2024. "Exploring the brand gratitude paradigm at BOP in the context of emerging markets," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 21(3), pages 789-816, September.
- Vasileios Davvetas & Aulona Ulqinaku & Constantine S. Katsikeas, 2024. "Brand transgressions: How, when, and why home country bias backfires," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 976-997, July.
- 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).
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Keywords
Product recall; Product-harm crisis; Remedy; Brand equity; Severity; Customer satisfaction;All these keywords.
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