Mantovani, Danielle; Korelo, José Carlos; Ibarra, Jenny - In: Marketing Intelligence & Planning 36 (2018) 3, pp. 306-317
Purpose: Brand transgressions, characterized by service failure, are a frequent theme for marketing scholars. Their impact on satisfaction, trust and brand loyalty is of high interest. However, in assessing the influence of those events on third-party consumers, the literature is still lacking....