Algorithms, increasingly used by brands, sometimes fail to perform as expected or, even
worse, cause harm, leading to brand harm crises. Algorithm failures are unfortunately …

In recent years, companies have been confronted with a new type of negative consumer
behavior: consumers who have turned hostile and who are strongly determined to cause …

When consumers avoid taking algorithmic advice, it can prove costly to both marketers
(whose algorithmic product offerings go unused) and to themselves (who fail to reap the …

Product-harm crises are omnipresent in today's marketplace. Such crises can cause major
revenue and market-share losses, lead to costly product recalls, and destroy carefully …

The challenges for Yahoo were compounded in October 2016, when company officials
indicated that they first had been made aware of the breach three months before (July 2016) …

A product-harm crisis is a discrete event in which products are found to be defective and
therefore dangerous to at least part of the product's customer base. Product-harm crises are …

Research suggests that consumers are averse to relying on algorithms to perform tasks that
are typically done by humans, despite the fact that algorithms often perform better. The …

Although companies increasingly are adopting algorithms for consumer-facing tasks (eg,
application evaluations), little research has compared consumers' reactions to favorable …

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 …

Brand crises, defined as well-publicized claims of unsubstantiated or false brand
propositions can do severe damage to brands. Yet, the damaging effects of brand crises …