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 …

A product-harm crisis is a discrete event in which products are found to be defective and
therefore dangerous to at least part of the product's customer base. Product-harm crises are …

Online chatter is important because it is spontaneous, passionate, information rich, granular,
and live. Thus, it can forewarn and be diagnostic about potential problems with automobile …

Social media firestorms imply the sudden occurrence of many, predominantly negative
social media expressions against a brand. Do such firestorms leave a mark on consumers …

Companies increasingly face product harm crises resulting in product recalls, which often
have a negative impact on firm value. Whereas prior research has studied the short-term …

Product-harm crises (recalls) carry negative product information that adversely affects brand
preference and advertising effectiveness. This negative impact of product-harm crises may …

Organizational misconduct has substantial effects on the well-being of a firm and its
stakeholders. As this body of work has grown, organizational scholars have devoted …

Utilizing an event study methodology of 185 product recall announcements, this study
examines to what extent social media hurts a company's shareholder value in the event of a …

Consumers frequently make important financial decisions that have short-and long-term
impacts on their welfare. The authors expect that these financial decisions are a function of …

Customer acquisition and retention are central components of customer relationship
management (CRM) and the key drivers of a firm's long-term profit. However, our …