Brand crises are adverse events that threaten brand reputations. Research indicates that
corporate responses to crises play a role in restoring brand equity. However, there is …

Previous research has shown that consumers respond differently to decisions made by
humans versus algorithms. Many tasks, however, are not performed by humans anymore but …

Why do consumers embrace some algorithms and find others objectionable? The moral
relevance of the domain in which an algorithm operates plays a role. The authors find that …

Brand equity is a valuable yet fragile asset. The mounting frequency of product-harm crises
and ill-prepared corporate responses to such crises can have profound consequences for …

Brand misdeeds abound in the marketplace, but prior research indicates that having a
strong connection with a brand buffers consumers from adverse effects of brand …

Recently, a new challenge has emerged for brand management. Large numbers of Internet
users attack brands on social media collaboratively, a phenomenon that we refer to as …

Artificial intelligence (AI) is pervading the government and transforming how public services
are provided to consumers across policy areas spanning allocation of government benefits …

Recently, a number of articles suggest that consumer segments assess blame differently for
a product harm crisis. For example, Laufer and Gillespie (2004) found in two separate …

Social media firestorms imply the sudden occurrence of many, predominantly negative
social media expressions against a brand. Do such firestorms leave a mark on consumers …

Across six experiments, the authors demonstrate that superficial imperfections in the form of
packaging damage can engender negative consumer reactions that shape subsequent …