A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
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 …
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
Research in marketing strategy
Marketing strategy is a construct that lies at the conceptual heart of the field of strategic
marketing and is central to the practice of marketing. It is also the area within which many of …
marketing and is central to the practice of marketing. It is also the area within which many of …
Toward a theory of customer engagement marketing
Customer engagement marketing—defined as a firm's deliberate effort to motivate,
empower, and measure customer contributions to marketing functions—marks a shift in …
empower, and measure customer contributions to marketing functions—marks a shift in …
SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
Research addressing the micro-foundational theoretical entity of customer engagement (CE)
has proliferated in recent years. In parallel, the macro-foundational theory of service …
has proliferated in recent years. In parallel, the macro-foundational theory of service …
More than Machines: The Role of the Future Retail Salesperson in Enhancing the Customer Experience
Retail sales has consistently faced threats by technology throughout history, with the recent
advent of Artificial Intelligence (AI) posing the most recent challenge. It is often said that …
advent of Artificial Intelligence (AI) posing the most recent challenge. It is often said that …
[HTML][HTML] Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens
Abstract Service researchers have emphasized the importance of studying the service
experience, which encompasses multiple service encounters. Although the reflection on a …
experience, which encompasses multiple service encounters. Although the reflection on a …
The multilevel nature of customer experience research: an integrative review and research agenda
Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …
concept to a widely recognized phenomenon in terms of both research and practice. To …
Humanizing brands: When brands seem to be like me, part of me, and in a relationship with me
We review a growing body of research in consumer behavior that has examined when
consumers humanize brands by perceiving them as like, part of, or in a relationship with …
consumers humanize brands by perceiving them as like, part of, or in a relationship with …
Relationship journeys in the internet of things: a new framework for understanding interactions between consumers and smart objects
Consumers' interactions with smart objects have a relational nature, and extensive research
has supported the “relationship metaphor” as a fruitful way to understand consumer …
has supported the “relationship metaphor” as a fruitful way to understand consumer …
Why do consumers forgive online travel agencies? A multi-study approach
A Kumar, A Shankar - Australasian Marketing Journal, 2024 - journals.sagepub.com
This paper investigates how consumers respond to online recovery strategies in response to
a service failure in the online travel agencies (OTA) context. The study also examines the …
a service failure in the online travel agencies (OTA) context. The study also examines the …