Consumer Responses to Performance Failures by High-Equity Brands: Table 1

Abstract

Two experiments explore conditions that mitigate negative customer reactions to high-equity brand failures. Results indicate that such brands fare best when responses are timed immediately after the failure and when the failure is severe or there is substantial distraction present in the environment. When any of these conditions are absent, high-equity brand evaluations appear to be adversely affected by a performance lapse. Implications, particularly for service brands, are discussed.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 109 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.