Toward a Science of Negative Critical Incidents: Bridging Brand Transgression Research and Service Failure-Recovery

Khamitov, Mansur; Gregoire, Yany; Suri, Anshu

Toward a Science of Negative Critical Incidents: Bridging Brand Transgression Research and Service Failure-Recovery

AP - Advances in Consumer Research Volume 12, eds. Shailendra Pratap Jain and Akshaya Vijayalakshmi, Duluth, MN: Association for Consumer Research, Pages: 63-64

3 Pages Posted: 27 Jun 2019

See all articles by Mansur Khamitov

Mansur Khamitov

Indiana University - Kelley School of Business - Department of Marketing

Anshu Suri

University College Dublin (UCD)

Date Written: January 1, 2019

Abstract

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.

Keywords: Brand transgression, service failure, service recovery, product-harm crisis, crisis, systematic review, critical negative event

JEL Classification: M3, M30, M31, M37, M39, D12

Suggested Citation: Suggested Citation

Khamitov, Mansur and Gregoire, Yany and Suri, Anshu, Toward a Science of Negative Critical Incidents: Bridging Brand Transgression Research and Service Failure-Recovery (January 1, 2019). AP - Advances in Consumer Research Volume 12, eds. Shailendra Pratap Jain and Akshaya Vijayalakshmi, Duluth, MN: Association for Consumer Research, Pages: 63-64, Available at SSRN: https://ssrn.com/abstract=3400535