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How to turn your friends into enemies: Causes and outcomes of customers’ sense of betrayal in crisis communication

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References

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2007Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory2,818 cited
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2010Resistance to Brand Switching when a Radically New Brand is Introduced: A Social Identity Theory Perspective536 cited
2006

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Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites

525 cited

2006The effects of relationship quality on customer retaliation453 cited

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2021Exploring consumers’ attitude formation toward their own brands when in crisis: cross-national comparisons between USA and China29 cited
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2024The influence of self‐brand connection on consumer reactions to symbolic incongruency and perceived betrayal20 cited
2018I am one of them: Examining crisis communication from an intergroup communication approach16 cited
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