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
Date Written: January 1, 2019
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