Purpose This paper aims to examine the role of brand attachment as a relevant construct in
customers' evaluation after they face a service failure which impacts future consumer …

Brand managers inevitably have to face service failures and respond to them. Undertaking
brand recovery is essential as customers might desire to take revenge or spread negative …

Studies have acknowledged the importance of providing superior brand experience and
developing emotional attachment between a brand and a consumer. However, the …

In this paper we examine the different coping mechanisms used by customers when they
confront service failure. It was found that the coping mechanism used by customers changes …

Gaining satisfaction: the role of brand equity orientation and failure type in service recovery |
Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with …

Purpose This paper aims to explore the impact of an overlooked variable, brand personality,
as a basis for brand forgiveness and recovery following brand failures. Design/methodology …

Purpose The purpose of this paper is to investigate consumer motivation to maintain brand
attachment when faced with brand transgressions. This study investigated consumer …

Purpose–The purpose of this paper is to examine how customers with different relational
bonds respond to the same service failure. In particular, the framework to service failure and …

Purpose This study aims to examine the impact of consumers' individual differences on their
reactions to brand failure. Design/methodology/approach Three studies (one qualitative, one …

Recent studies have examined the consequences of brand credibility, with the majority of
works embedded in physical goods. Despite the growing attention service branding …