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 …

There are many ways consumers' morality has been shown to impact their marketplace
behavior. We present a theoretical framework for how to conceive of and study marketplace …

Do customers feel better or worse after enacting revenge? Using a multimethod approach,
we show that customers' post-complaint desire for revenge depends on whether they initially …

A signaling theory approach to relationship recovery | Emerald Insight Books and journals Case
studies Expert Briefings Open Access Publish with us Advanced search A signaling theory …

Service encounters nowadays are increasingly characterized by customer-to-customer
(C2C) interactions where customers regularly become targets of other customers' …

Purpose Customer loyalty is of growing interest to many service firms due to the many
tangible and intangible benefits it offers them. However, building customer loyalty is …

Online commercial friendship (OCF) is a type of social platform-mediated relational
exchange that combines business relationships with friendships. We identify-two OCF types …

Viral influence of consumer reviews can change the strategic intent of co‐branding
relationships between minority entrepreneurial startups and established corporations. When …

Episodes of discrimination and marketplace injustice go viral frequently. Sometimes, people
hear these stories from someone who was not the actual victim featured in the story. The …

Expectancy violation theory was used as a theoretical foundation to predict the influence of
brands' norms violation, expectation violation, and moral violation in developing luxury …