Social media (SM) are transforming the ways in which customers communicate with firms following service failures. While there is a positive side to this phenomenon, there is also a negative side, which can lead to serious social media crises. In light of this duality, the current article...

Ingredient branding is a popular strategy involving two “parent” brands developing a co-branded product, called an ingredient branding offering (IBO). Drawing on extant brand literatures, we investigate how brand feedback effects are influenced by (1) the initial brand strength among the...