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 …
Factors influencing consumer forgiveness: a systematic literature review and directions for future research
Purpose Consumer forgiveness is an important concept in service failure and recovery
research. To advance knowledge and develop future research agenda in this domain, this …
research. To advance knowledge and develop future research agenda in this domain, this …
Brands taking a stand: Authentic brand activism or woke washing?
In today's marketplace, consumers want brands to take a stand on sociopolitical issues.
When brands match activist messaging, purpose, and values with prosocial corporate …
When brands match activist messaging, purpose, and values with prosocial corporate …
Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure
X Lv, Y Liu, J Luo, Y Liu, C Li - Annals of Tourism Research, 2021 - Elsevier
As artificial intelligent technologies have been increasingly applied in tourism and hospitality
industry, the service failure caused by artificial intelligence assistant and how to recover …
industry, the service failure caused by artificial intelligence assistant and how to recover …
[HTML][HTML] How does destination crisis event type impact tourist emotion and forgiveness? The moderating role of destination crisis history
L Su, L Pan, Y Huang - Tourism Management, 2023 - Elsevier
Drawing on attribution theory and situational crisis communication theory, this study
investigates how destination crisis events impact tourist sympathy, anger, and intentions of …
investigates how destination crisis events impact tourist sympathy, anger, and intentions of …
How the emoji use in apology messages influences customers' responses in online service recoveries: The moderating role of communication style
This research investigates the impact of using emojis (ie, the pleading-face emoji) on
customer forgiveness in relation to handling complaints on social media. Specifically, this …
customer forgiveness in relation to handling complaints on social media. Specifically, this …
[HTML][HTML] Examining the relationships between brand authenticity, perceived value, and brand forgiveness: The role of cross-cultural happiness
Brand authenticity has attracted the growing attention of academics and practitioners for two
decades. This study contributes to brand management literature by empirically investigating …
decades. This study contributes to brand management literature by empirically investigating …
Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement
This research examines the influence of consumer online brand community engagement
(OBCE) at a time of product-harm crisis on consumers' cognitive responses and behavioral …
(OBCE) at a time of product-harm crisis on consumers' cognitive responses and behavioral …
The critical role of customer forgiveness in successful service recovery
LJ Harrison-Walker - Journal of Business Research, 2019 - Elsevier
Abstract Service failures occur when the service provided is less than adequate or fails to
live up to the customer's expectations. When service failures inevitably occur, providers …
live up to the customer's expectations. When service failures inevitably occur, providers …
The corporate social responsibility (CSR) internal branding model: Aligning employees' CSR awareness, knowledge, and experience to deliver positive employee …
J Carlini, D Grace - Journal of Marketing Management, 2021 - Taylor & Francis
With corporate social responsibility (CSR) becoming increasingly important, this research
forms a nexus for strategic CSR and internal brand knowledge through the conceptual …
forms a nexus for strategic CSR and internal brand knowledge through the conceptual …