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 …

Highlights•Recent research has aimed to understand customer forgiveness (CF) following
service failures.•Routine and less severe failures in exchange relationships are unlikely to …

Retailers are under pressure to utilise eco-innovation to improve their operations and
reduce customers boycotts as a result of the growing concerns of customers about …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

Purpose This paper aims to develop a theoretical model to understand co-creation/co-
destruction of value through customer engagement in online channels. It also investigates …

This article examines the effectiveness of monetary and non-monetary service recovery
strategies on repatronage intentions in double deviation when the magnitude of service …

Purpose The purpose of this study is to operationalise and measure the effects of negative
customer engagement (CE) in conjunction with positive CE. Both valences are explored …

Purpose A holistic understanding of sources that evoke customer emotions is essential for
creating a positive emotional customer experience (ECX). Despite a significant focus on the …

To date, the literature offers multiple suggestions for how to recover from service failures,
albeit without explicitly addressing customers' negative, high-arousal states evoked by the …

Negative consumer emotions increasingly attract the attention of brand researchers and
managers. Especially in today's digital world, these emotions can cause considerable …