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

Nanyang Business School, Nanyang Technological University (NTU Singapore)

Yany Gregoire

HEC Paris

Anshu Suri

HEC Montréal, Students

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

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

Mansur Khamitov (Contact Author)

Nanyang Business School, Nanyang Technological University (NTU Singapore) ( email )

Singapore, 639798
Singapore
+(65)6514 8983 (Phone)

HOME PAGE: http://www.mansurkhamitov.com/

Yany Gregoire

HEC Paris ( email )

1 rue de la Liberation
Jouy-en-Josas Cedex, 78351
France
514 340-1493 (Phone)

HOME PAGE: http://www.hec.ca/en/profs/yany.gregoire.html

Anshu Suri

HEC Montréal, Students ( email )

Montreal
Canada

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