A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
Author:
Publisher
Springer Science and Business Media LLC
Subject
Marketing,Economics and Econometrics,Business and International Management
Link
http://link.springer.com/content/pdf/10.1007/s11747-019-00679-1.pdf
Reference169 articles.
1. Aaker, J., Fournier, S., & Brasel, S. A. (2004). When good brands do bad. Journal of Consumer Research, 31(1), 1–16.
2. Aggarwal, P. (2004). The effects of brand relationship norms on consumer attitudes and behavior. Journal of Consumer Research, 31(1), 87–101.
3. Aggarwal, P., & Agarwal, M. (2015). Linear versus step-function decision making: The moderating role of relationship norms on consumer responses to brand transgressions. In Brand Meaning Management (pp. 207-232). Emerald Group Publishing Limited.
4. Aggarwal, P., & Larrick, R. P. (2012). When consumers care about being treated fairly: The interaction of relationship norms and fairness norms. Journal of Consumer Psychology, 22(1), 114–127.
5. Allen, A. M., Brady, M. K., Robinson, S. G., & Voorhees, C. M. (2015). One firm’s loss is another’s gain: Capitalizing on other firms’ service failures. Journal of the Academy of Marketing Science, 43(5), 648–662.
Cited by 238 articles. 订阅此论文施引文献 订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献
1. Customer backlash against pandemic Surcharges: The mediating role of inferred negative motives and implications for the “Surcharge Economy”;Journal of Business Research;2024-11
2. Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing;Journal of Retailing and Consumer Services;2024-11
3. Handwritten or machine-written? How typeface affects consumer forgiveness for brand failures;Journal of Retailing and Consumer Services;2024-11
4. Conceptualizing the role of virtual service agents in service failure recovery: Guiding insights;International Journal of Hospitality Management;2024-10
5. Fate, Forgiveness, and Brands: How Karmic Beliefs Impact Consumer Responses toward Transgressing Brands;Journal of the Association for Consumer Research;2024-09-06
1.学者识别学者识别
2.学术分析学术分析
3.人才评估人才评估
"同舟云学术"是以全球学者为主线，采集、加工和组织学术论文而形成的新型学术文献查询和分析系统，可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容，当前同舟云学术共收录了国内外主流学术期刊6万余种，收集的期刊论文及会议论文总量共计约1.5亿篇，并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询！咨询电话：010-8811{复制后删除}0370
www.globalauthorid.com
TOP
Copyright © 2019-2024 北京同舟云网络信息技术有限公司 京公网安备11010802033243号 京ICP备18003416号-3