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 …

Algorithms, increasingly used by brands, sometimes fail to perform as expected or, even
worse, cause harm, leading to brand harm crises. Algorithm failures are unfortunately …

Product-harm crises are omnipresent in today's marketplace. Such crises can cause major
revenue and market-share losses, lead to costly product recalls, and destroy carefully …

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 …

Corporate hypocrisy poses a significant risk to businesses striving for sustainable
management. Stakeholders' increasing interest in ESG (environmental, social, and …

Service interactions run a gamut from an instrumental self-focus to full social appreciation.
Observing another customer's incivility toward a frontline employee can emphasize social …

When a product recall is announced, the product manufacturer's stock investors estimate the
costs of the recall to determine how much to penalize the firm's stock price. Prior event …

In this study, we investigate the effect of a brand crisis on the customer relationship
management (CRM) efforts of brands on social media. Despite the opportunities social …