Toward a Science of Negative Critical Incidents: Bridging Brand Transgression Research and Service Failure-Recovery
Research on brand transgressions and service failure-recovery appear to study a similar phenomenon, yet both streams developed surprisingly independently and with limited reference to each other. In response, we synthesize the growing brand transgression and service failure-recovery literatures by systematically reviewing 189 articles 21 years using an integrative conceptual framework.
Citation:
Mansur Khamitov, Yany Grégoire, and Anshu Suri (2018) ,"Toward a Science of Negative Critical Incidents: Bridging Brand Transgression Research and Service Failure-Recovery", in AP - Asia-Pacific Advances in Consumer Research Volume 12, eds. Shailendra Pratap Jain, Akshaya Vijayalakshmi, and , Duluth, MN : Association for Consumer Research, Pages: 63-64.
Authors
Mansur Khamitov, Nanyang Technological University, Singapore
Yany Grégoire, HEC Montréal, Canada
Anshu Suri, HEC Montréal, Canada
Volume
AP - Asia-Pacific Advances in Consumer Research Volume 12 | 2018
Share Proceeding
Featured papers
See MoreFeatured
J10. Transnational Consumer Lifestyle
zahra Sharifonnasabi, Queen Mary University of London
Fleura Bardhi, City University of London, UK
Featured
P13. Self-Selected versus Fixed Price Bundling: The Effect of Bundle Type on Perceived Quality
Burcak Bas, Bocconi University, Italy
GULEN SARIAL ABI, Bocconi University, Italy
Featured
L4. Attentional Breadth Moderates the Effect of Store Environments on Product Evaluation
Oliver B. Büttner, University of Duisburg-Essen
Benjamin G. Serfas, University of Duisburg-Essen
Daria Euler, University of Duisburg-Essen
Mathias Clemens Streicher, University of Innsbruck, Austria