A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
The corrective actions organizations pursue following misconduct: A review and research agenda
Organizational misconduct has substantial effects on the well-being of a firm and its
stakeholders. As this body of work has grown, organizational scholars have devoted …
stakeholders. As this body of work has grown, organizational scholars have devoted …
Customers' perceptions of hotel AI-enabled voice assistants: does brand matter?
Purpose Extending the technology acceptance model (TAM) to a new context, the purpose
of this paper is to propose an integrative model of the brand of artificial intelligence-enabled …
of this paper is to propose an integrative model of the brand of artificial intelligence-enabled …
Firms talk, suppliers walk: Analyzing the locus of greenwashing in the blame game and introducing 'vicarious greenwashing'
Greenwashing is a phenomenon that is linked to scandals that often occur at the supply-
chain level. Nevertheless, research on this subject remains in its infancy; much more is …
chain level. Nevertheless, research on this subject remains in its infancy; much more is …
Using the theory of planned behaviour to understand brand love
Purpose Brand love is perceived as one of the main objectives in brand management.
Nevertheless, research into the factors influencing brand love are scarce. This paper aims to …
Nevertheless, research into the factors influencing brand love are scarce. This paper aims to …
The differential impact of user-and firm-generated content on online brand advocacy: customer engagement and brand familiarity matter
Purpose The aim of this study is first, to investigate the relative effect of user-generated
content (UGC) and firm-generated content (FGC) on online brand advocacy, and second, to …
content (UGC) and firm-generated content (FGC) on online brand advocacy, and second, to …
When humanizing brands goes wrong: The detrimental effect of brand anthropomorphization amid product wrongdoings
M Puzakova, H Kwak, JF Rocereto - Journal of marketing, 2013 - journals.sagepub.com
The brand relationship literature shows that the humanizing of brands and products
generates more favorable consumer attitudes and thus enhances brand performance …
generates more favorable consumer attitudes and thus enhances brand performance …
How publics react to crisis communication efforts: Comparing crisis response reactions across sub-arenas
WT Coombs, SJ Holladay - Journal of Communication …, 2014 - ingentaconnect.com
Purpose‐The purpose of this paper is to provide a rationale and framework for examining
stakeholder reactions to crisis communication messages in various social media channels …
stakeholder reactions to crisis communication messages in various social media channels …
Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting
The purpose of this study is to investigate the brand hate phenomenon for service products
in a cross-channel setting (offline/online environment). To reach this objective, structural …
in a cross-channel setting (offline/online environment). To reach this objective, structural …
Brand crises in the digital age: The short-and long-term effects of social media firestorms on consumers and brands
N Hansen, AK Kupfer, T Hennig-Thurau - International Journal of Research …, 2018 - Elsevier
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 …
social media expressions against a brand. Do such firestorms leave a mark on consumers …