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Recover from a service failure : the differential effects of brand betrayal and brand disappointment on an exclusive brand offering
Teck Ming Tan; Balaji, M. S.; Oikarinen, Eeva-Liisa; … - In: Journal of business research : JBR 123 (2021), pp. 126-139
Persistent link: https://www.econbiz.de/10012430477
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Consumer complaining behavior in banking : the influence of brand image on brand forgiveness and negative word-of-mouth
Tosun, Petek; Gürce, Merve Yanar - In: Journal of financial services marketing 29 (2024) 2, pp. 203-213
Persistent link: https://www.econbiz.de/10015057657
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Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin; Mostafa Rasoolimanesh, S.; Rahmani, … - In: Journal of hospitality marketing & management 31 (2022) 6, pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
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Consumer-brand relationship : a brand hate perspective
Roy, Sanjit; Sharma, Apurv; Bose, Sunny; Gaganpreet Singh - In: Journal of business research : JBR 144 (2022), pp. 1293-1304
Persistent link: https://www.econbiz.de/10013185103
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The effects of service brand dimensions on brand loyalty
Krystallis, Athanasios; Chrysochou, Polymeros - In: Journal of retailing and consumer services 21 (2014) 2, pp. 139-147
Persistent link: https://www.econbiz.de/10010338593
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Perceptions of others, mindfulness, and brand experience in retail service setting
Ngo, Liem Viet; Northey, Gavin; Duffy, Sarah; Hoang Thi … - In: Journal of retailing and consumer services 33 (2016), pp. 43-52
Persistent link: https://www.econbiz.de/10011598567
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What are the building blocks of customer brand loyalty in department stores? : a multi-level mediation analysis
Nikhashemi, S. R.; Naser Valaei - In: Journal of relationship marketing : innovations & … 16 (2017) 4, pp. 302-327
Persistent link: https://www.econbiz.de/10011820616
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Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan; Sarkar, Juhi Gahlot; Sreejesh, S. - In: International journal of hospitality management 94 (2021), pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
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Antecedents and consequences of brand hate : empirical evidence from the telecommunication industry
Pinto, Olavo; Brandão, Amélia Maria Pinto da Cunha - In: European journal of management and business economics : … 30 (2021) 1, pp. 18-35
Purpose - The purpose of this study is to place the antecedents and consequences of brand hate in the context of … negative consumer-brand relationship in the telecommunication industry. It provides a response to the existing gap in the … research on brand hate in consumer behavior in service brands. Design/methodology/approach - A survey-based data was modeled …
Persistent link: https://www.econbiz.de/10012822015
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The five types of brand hate : how they affect consumer behavior
Fetscherin, Marc - In: Journal of business research : JBR 101 (2019), pp. 116-127
Persistent link: https://www.econbiz.de/10012103220