Immunizing customers against negative brand-related information
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Language: | English |
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Springer
2023
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Online Access: | https://link.springer.com/article/10.1007/s11747-023-00929-3 https://dlib.phenikaa-uni.edu.vn/handle/PNK/8446 |
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oai:localhost:PNK-84462023-05-12T02:10:39Z Immunizing customers against negative brand-related information Omar, Merlo Andreas B., Eisingerich Wayne D., Hoyer Immunizing brand-related information CC BY In today’s connected market, brands are more likely than ever to face negative press that can put their customer relationships to the test. Building and fortifying positive aspects of the brand-customer relationship (such as brand commitment, brand love and self-brand connections) may ward off some of the impact of negative information on customers, but this does not always provide full protection. Even customers who love a brand can turn against it when negative information enters the picture. Considering this, the current study provides an exploratory investigation into a new way to build up customer resilience that would otherwise not be formed simply by strengthening positive attributes of the customer-brand relationship. It argues that brands can strengthen their customers’ immunity to negative brand-related information by using an immunity metric (i.e., merely asking customers to reflect on their immunity makes them more resilient to actual negative information in the future). 2023-05-12T02:10:39Z 2023-05-12T02:10:39Z 2023 Book https://link.springer.com/article/10.1007/s11747-023-00929-3 https://dlib.phenikaa-uni.edu.vn/handle/PNK/8446 en application/pdf Springer |
institution |
Digital Phenikaa |
collection |
Digital Phenikaa |
language |
English |
topic |
Immunizing brand-related information |
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Immunizing brand-related information Omar, Merlo Andreas B., Eisingerich Wayne D., Hoyer Immunizing customers against negative brand-related information |
description |
CC BY |
format |
Book |
author |
Omar, Merlo Andreas B., Eisingerich Wayne D., Hoyer |
author_facet |
Omar, Merlo Andreas B., Eisingerich Wayne D., Hoyer |
author_sort |
Omar, Merlo |
title |
Immunizing customers against negative brand-related information |
title_short |
Immunizing customers against negative brand-related information |
title_full |
Immunizing customers against negative brand-related information |
title_fullStr |
Immunizing customers against negative brand-related information |
title_full_unstemmed |
Immunizing customers against negative brand-related information |
title_sort |
immunizing customers against negative brand-related information |
publisher |
Springer |
publishDate |
2023 |
url |
https://link.springer.com/article/10.1007/s11747-023-00929-3 https://dlib.phenikaa-uni.edu.vn/handle/PNK/8446 |
_version_ |
1765717598491639808 |
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8.891145 |