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



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