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A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights

Journal of the Academy of Marketing Science, 2020-05, Vol.48 (3), p.519-542

2020

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Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence

Journal of service research : JSR, 2021-08, Vol.24 (3), p.323-328

2021

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Dynamic capabilities and firm performance: the rise and fall of Charles Schwab

Journal of financial services marketing, 2021-09, Vol.26 (3), p.144-159

2021

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Customer betrayal and retaliation: when your best customers become your worst enemies

Journal of the Academy of Marketing Science, 2008-06, Vol.36 (2), p.247-261

2008

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How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?

Journal of service research : JSR, 2022-05, Vol.25 (2), p.242-259

2022

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A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power

Journal of the Academy of Marketing Science, 2010-12, Vol.38 (6), p.738-758

2010

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When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance

Journal of marketing, 2009-11, Vol.73 (6), p.18-32

2009

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INTRAORGANIZATIONAL EMPLOYEE NAVIGATION AND SOCIALLY DERIVED OUTCOMES: CONCEPTUALIZATION, VALIDATION, AND EFFECTS ON OVERALL PERFORMANCE

Personnel psychology, 2011-09, Vol.64 (3), p.693-738

2011

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How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses

Journal of the Academy of Marketing Science, 2018-11, Vol.46 (6), p.1052-1071

2018

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The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad

Industrial marketing management, 2017-08, Vol.65, p.168-181

2017

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When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

Journal of retailing, 2013-09, Vol.89 (3), p.315-337

2013

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The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements

Journal of service research : JSR, 2023-02, Vol.26 (1), p.44-63

2023

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Inbound open innovation for enhanced performance: Enablers and opportunities

Industrial marketing management, 2013-07, Vol.42 (5), p.836-849

2013

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How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction

Journal of service research : JSR, 2015-02, Vol.18 (1), p.107-123

2015

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Managing social media crises with your customers: The good, the bad, and the ugly

Business horizons, 2015-03, Vol.58 (2), p.173-182

2015

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Striking the Right Notes: Long- and Short-Term Financial Impacts of Musicians’ Charity Advocacy Versus Other Signaling Types

Journal of business ethics, 2024-08, Vol.193 (1), p.217-233

2024

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Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers

Journal of service research : JSR, 2021-05, Vol.24 (2), p.206-225

2021

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Marketing to Prevent Radicalization: A First Attempt at Delimiting the Field

Journal of public policy & marketing, 2023-01, Vol.42 (1), p.1-10

2023

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Service crisis recovery and firm performance: insights from information breach announcements

Journal of the Academy of Marketing Science, 2017-11, Vol.45 (6), p.789-806

2017

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The effects of relationship length on customer profitability after a service recovery

Marketing letters, 2019-12, Vol.30 (3/4), p.293-305

2019

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Is service recovery of equal importance for private vs public complainers?

Journal of business research, 2022-12, Vol.153, p.392-400

2022

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Let's Laugh About It! Using Humor to Address Complainers’ Online Incivility

Journal of interactive marketing, 2023-02, Vol.58 (1), p.34-51

2023

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When Unhappy Customers Strike Back on the Internet

MIT Sloan management review, 2011-04, Vol.52 (3), p.37

2011

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An extended health belief model for COVID-19: understanding the media-based processes leading to social distancing and panic buying

Journal of the Academy of Marketing Science, 2023-01, Vol.51 (1), p.132-152

2023

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How a firm's best versus normal customers react to compensation after a service failure

Journal of business research, 2016-10, Vol.69 (10), p.4331-4339

2016

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A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights

Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence

Dynamic capabilities and firm performance: the rise and fall of Charles Schwab

Customer betrayal and retaliation: when your best customers become your worst enemies

How Do Observers React to Companies’ Humorous Responses to Online Public Complaints?

A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power

When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance

INTRAORGANIZATIONAL EMPLOYEE NAVIGATION AND SOCIALLY DERIVED OUTCOMES: CONCEPTUALIZATION, VALIDATION, AND EFFECTS ON OVERALL PERFORMANCE

How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses

The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad

When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

The Effects of Service Crises and Recovery Resources on Market Reactions: An Event Study Analysis on Data Breach Announcements

Inbound open innovation for enhanced performance: Enablers and opportunities

How Much Compensation Should a Firm Offer for a Flawed Service? An Examination of the Nonlinear Effects of Compensation on Satisfaction

Managing social media crises with your customers: The good, the bad, and the ugly

Striking the Right Notes: Long- and Short-Term Financial Impacts of Musicians’ Charity Advocacy Versus Other Signaling Types

Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers

Marketing to Prevent Radicalization: A First Attempt at Delimiting the Field

Service crisis recovery and firm performance: insights from information breach announcements

The effects of relationship length on customer profitability after a service recovery

Is service recovery of equal importance for private vs public complainers?

Let's Laugh About It! Using Humor to Address Complainers’ Online Incivility

When Unhappy Customers Strike Back on the Internet

An extended health belief model for COVID-19: understanding the media-based processes leading to social distancing and panic buying

How a firm's best versus normal customers react to compensation after a service failure

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