... to provide a holistic picture of consumers' experience of product‐harm crises (p‐h c). The study sets out to investigate under which conditions consumers are impacted by the crisis and how they experience p‐h c in real‐life. Design/methodology/approach The study draws on in‐depth interviews with both...

...‐714550‐8   pp. 181+ xxii © Emerald Group Publishing Limited 2009 --> Conversational capital Word of mouth Consumer experience Consumer advocacy Consumer behaviour Conversational Capital joins a spate of books published in the past few years that address the general topic...

... www.ftpress.com; www.conversationalcapital.com; www.sidlee.com © Emerald Group Publishing Limited 2009 --> Conversational capital Word of mouth Brand equity Consumer experience Consumer advocacy Consumer behavior The book's lead author, Bertrand Cesvet, is the Chairman of Sid Lee...