A Systematic Review of Brand Transgression, Service Failure-Recovery, and Product-Harm Crisis: Integration and Future Directions

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. Accordingly, we synthesize the growing brand transgression and service failure-recovery literatures by systematically reviewing 189 articles across 21 years using an integrative conceptual framework.



Citation:

Mansur Khamitov, Yany Grégoire, and Anshu Suri (2019) ,"A Systematic Review of Brand Transgression, Service Failure-Recovery, and Product-Harm Crisis: Integration and Future Directions", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 687-688.

Authors

Mansur Khamitov, Nanyang Technological University, Singapore
Yany Grégoire, HEC Montreal, Canada
Anshu Suri, HEC Montreal, Canada



Volume

NA - Advances in Consumer Research Volume 47 | 2019



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