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

• Main Authors: Khamitov, Mansur, Grégoire, Yany, Suri, Anshu
• Other Authors: Nanyang Business School
• Format: Article
• Language: English
• Published: 2022
• Subjects: Business::Marketing; Brand Transgression; Service Failure
• Online Access: https://hdl.handle.net/10356/161380
• Institution: Nanyang Technological University

Research studies on brand transgression (BT), service failure and 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...