Synthesizing Negative Critical Incidents: Integration of Service Failure–Recovery and Brand Transgression Streams: An Abstract

Mansur Khamitov,Anshu Suri,Yany Grégoire

doi:10.1007/978-3-030-39165-2_132

Synthesizing Negative Critical Incidents: Integration of Service Failure–Recovery and Brand Transgression Streams: An Abstract

Mansur Khamitov, Anshu Suri + Show 1 more

https://doi.org/10.1007/978-3-030-39165-2_132

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Publication Date: Jan 1, 2020

Affiliation: Nanyang Technological University, HEC Montréal

#Brand Transgression #Product-harm Crisis + Show 8 more

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Abstract

Research studies on brand transgression (BT), service failure-recovery (SFR), and product-harm crisis (PHC) appear to have a common focus, yet the three streams developed surprisingly independently and with limited reference to one another. This situation is unfortunate because all three fields study a similar phenomenon by using complementary conceptualizations, theories, and methods; we argue that this development in silos represents an unnecessary obstacle to the development of a common discipline.

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