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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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Cited by:

  1. Rita Gonçalves, Ana & Costa Pinto, Diego & Gonzalez-Jimenez, Héctor & Dalmoro, Marlon & Mattila, Anna S., 2025. "Me, Myself, and My AI: How artificial intelligence classification failures threaten consumers’ self-expression," Journal of Business Research, Elsevier, vol. 186(C).
  2. Vivek Astvansh & Anshu Suri & Hoorsana Damavandi, 2024. "Brand warmth elicits feedback, not complaints," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 1107-1129, July.
  3. Stefanie Wannow & Martin Haupt & Martin Ohlwein, 2024. "Is brand activism an emotional affair? The role of moral emotions in consumer responses to brand activism," Journal of Brand Management, Palgrave Macmillan, vol. 31(2), pages 168-192, March.
  4. 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.
  5. Shijiao (Joseph) Chen & Yi Li & Jun Yao, 2024. "The effects of observing punishment on consumers’ decisions to punish other companies during industry-wide crises," Journal of the Academy of Marketing Science, Springer, vol. 52(6), pages 1741-1760, November.
  6. 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.
  7. 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).
  8. 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.
  9. 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.
  10. 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).
  11. 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).
  12. 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).
  13. 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.
  14. 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).
  15. 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.
  16. 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.
  17. 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.
  18. 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).
  19. 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.
  20. 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.
  21. Xie, Scheng & Wei, Haiying, 2024. "Handwritten or machine-written? How typeface affects consumer forgiveness for brand failures," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  22. 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.
  23. 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).
  24. 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.
  25. 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.
  26. Mathieu Béal & Caroline Bayart & Lecuyer Charlotte & Denis Clot, 2022. "A neglected strategy of partial service termination and its impact on customers’ patronage," Grenoble Ecole de Management (Post-Print) hal-04919412, HAL.
  27. 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).
  28. 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.
  29. Wiese, Melanie & van der Westhuizen, Liezl-Marié, 2024. "Impact of planned power outages (load shedding) on consumers in developing countries: Evidence from South Africa," Energy Policy, Elsevier, vol. 187(C).
  30. 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.
  31. 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.
  32. 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.
  33. Tan, Teck Ming & Salo, Jari & Aspara, Jaakko, 2024. "You fooled me, so I’ll tell you about myself! personnel-related brand betrayal experiences and disclosure of personal information," Journal of Business Research, Elsevier, vol. 171(C).
  34. Michael Flacandji & Julien Cusin & Renaud Lunardo, 2023. "When and why signaling frontline employee inexperience can prove to be an asset: Effects on consumer forgiveness for service failure," Post-Print hal-04409076, HAL.
  35. Mathieu Béal & Caroline Bayart & Lecuyer Charlotte & Denis Clot, 2022. "A neglected strategy of partial service termination and its impact on customers’ patronage," Post-Print hal-04919412, HAL.
  36. Cleopatra Veloutsou, 2023. "Enlightening the brand building–audience response link," Journal of Brand Management, Palgrave Macmillan, vol. 30(6), pages 550-566, November.
  37. 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).
  38. 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).
  39. 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.
  40. Halima Habuba Mohamed & Yongjun Li & Ataullah Kiani & Usman Ghani, 2024. "Raving Fans or Silent Critics? Brand Service Recovery’s Impact on Positive eWOM," SAGE Open, , vol. 14(1), pages 21582440231, January.
  41. 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).
  42. Michael David Maffie, 2024. "Politicized shopping in the gig economy: Retaliation and solidarity on the “other side” of the app," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 63(3), pages 343-367, July.
  43. 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.
  44. 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.
  45. 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.
  46. Youn, Song-Yi & Ki, Chung-Wha (Chloe) & Ha, Sejin, 2024. "Feeling close from Afar: Public reactions to racial profiling in retail and brand crisis management," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  47. Aya Aboelenien & Chau Minh Nguyen, 2024. "From Dr. Seuss to Barbie’s cancellation: brand’s institutional work in response to changed market logics," Journal of Brand Management, Palgrave Macmillan, vol. 31(2), pages 108-125, March.
  48. 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).
  49. Song, Yan & Xiu, Yifan & Zhou, Liping & Wang, Jingyuan, 2024. "Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  50. 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.
  51. 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.
  52. 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.
  53. Stäbler, Samuel & Himme, Alexander & Edeling, Alexander & Backhaus, Max, 2023. "How firm communication affects the impact of layoff announcements on brand strength over time," Other publications TiSEM b65b6561-d780-4d3f-a490-0, Tilburg University, School of Economics and Management.
  54. 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.
  55. Joireman, Jeff & Karabas, Ismail & Munaganti, Pavan, 2024. "Customer backlash against pandemic Surcharges: The mediating role of inferred negative motives and implications for the “Surcharge Economy”," Journal of Business Research, Elsevier, vol. 184(C).
  56. 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).
  57. 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.
  58. 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.
  59. 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.
  60. 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.
  61. Omer Irshad & Sohail Ahmad & Shahid Mahmood, 2024. "Fostering Purchase Intentions Through CSR and Service Quality: The Role of Customer Satisfaction, Brand Loyalty, and Admiration," Sustainability, MDPI, vol. 16(23), pages 1-19, December.
  62. Ali Besharat & Kimberly A. Whitler & Saim Kashmiri, 2024. "When CEO Pay Becomes a Brand Problem," Journal of Business Ethics, Springer, vol. 190(4), pages 941-973, April.
  63. 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).
  64. Khalifa, Dina & Shukla, Paurav, 2021. "When luxury brand rejection causes brand dilution," Journal of Business Research, Elsevier, vol. 129(C), pages 110-121.
  65. Agnihotri, Arpita & Bhattacharya, Saurabh & Vrontis, Demetris, 2024. "Can salespersons help firms overcome brand image crisis? Role of facial appearance," Journal of Business Research, Elsevier, vol. 176(C).
  66. 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.
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