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Article

Antonetti, P. and Crisafulli, Benedetta (2022) Revisiting power messaging in service failures: pitfalls and proposed solutions. Psychology & Marketing 39 (11), pp. 2072-2095. ISSN 0742-6046.

Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2022) Competence is power: how digital influencers impact buying decisions in B2B markets. Industrial Marketing Management 104 , pp. 384-399. ISSN 0019-8501.

Valor, C. and Antonetti, P. and Crisafulli, Benedetta (2022) Emotions and consumer's adoption of innovations: an integrative review and research agenda. Technological Forecasting & Social Change 179 , ISSN 0040-1625.

Antonetti, P. and Crisafulli, Benedetta and Tuncdogan, A. (2021) “Just look the other way”: job seekers’ reactions to the irresponsibility of market-dominant employers. Journal of Business Ethics 174 , pp. 403-422. ISSN 0167-4544.

Antonetti, P. and Crisafulli, Benedetta (2021) “I will defend your right to free speech, provided I agree with you”: How social media users react (or not) to online out-group aggression. Psychology & Marketing 38 (10), pp. 1633-1650. ISSN 0742-6046.

Antonetti, P. and Crisafulli, Benedetta and Maklan, S. (2021) When doing good will not save us: revisiting the buffering effect of CSR following service failures. Psychology & Marketing 38 (9), pp. 1608-1627. ISSN 0742-6046.

Blasi, S. and Crisafulli, Benedetta and Sedita, S.R. (2021) Selling circularity: understanding the relationship between circularity promotion and the performance of manufacturing SMEs in Italy. Journal of Cleaner Production 303 , p. 127035. ISSN 0959-6526.

Antonetti, P. and Crisafulli, Benedetta and Katsikeas, C. (2020) Does it really hurt? Making sense of varieties of anger. Psychology & Marketing 37 (11), pp. 1465-1483. ISSN 0742-6046.

Singh, J. and Crisafulli, Benedetta and Quamina, L.T. and Xue, M. (2020) ‘To trust or not to trust’: the impact of social media influencers on the reputation of corporate brands in crisis. Journal of Business Research 119 , pp. 464-480. ISSN 0148-2963.

Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2020) ‘Corporate image at stake’: the impact of crises and response strategies on consumer perceptions of corporate brand alliances. Journal of Business Research 117 , pp. 839-849. ISSN 0148-2963.

Crisafulli, Benedetta and Dimitriu, R. and Singh, J. (2020) Joining hands for the greater good: examining Social Innovation launch strategies in B2B settings. Industrial Marketing Management 89 , pp. 487-498. ISSN 0019-8501.

Singh, J. and Crisafulli, Benedetta and Quamina, L.T. (2020) How intensity of cause-related marketing guilt appeals influences consumers - The roles of company motive and consumer identification with the brand. Journal of Advertising Research , ISSN 0021-8499.

Crisafulli, Benedetta and Singh, J. and Quamina, L.T. and Kottasz, R. (2020) The role of brand equity and crisis type on corporate brand alliances in crises. European Management Review 17 (4), pp. 821-834. ISSN 1740-4762.

Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2019) Tackling global challenges through cause-related marketing: How brands should promote their support to social causes. Admap , ISSN 0001-8295.

Crisafulli, Benedetta and Wasil, M. and Singh, J. and Benoit, S. (2019) Managing patient expectations through understanding health service experiences. British Journal of Medical Practitioners 12 (2), ISSN 1757-8515.

Antonetti, P. and Crisafulli, Benedetta and Maklan, S. (2018) Too good to be true? Boundary conditions to the use of downward social comparisons in service recovery. Journal of Service Research 21 (4), pp. 438-455. ISSN 1094-6705.

Crisafulli, Benedetta and Singh, Jaywant (2017) Service failures in e-retailing: examining the effects of response time, compensation, and service criticality. Computers in Human Behavior 77 , pp. 413-424. ISSN 0747-5632.

Crisafulli, Benedetta and Singh, Jaywant (2017) Four steps to ensuring best practice in new brand launches. Admap , ISSN 0001-8295.

Crisafulli, Benedetta and Singh, J. (2016) Service guarantee as a recovery strategy: the impact of guarantee terms on perceived justice and firm motives. Journal of Service Management 27 (2), pp. 117-143. ISSN 1757-5818.

Crisafulli, Benedetta and Singh, J. (2016) Managing online service recovery: procedures, justice and customer satisfaction. Journal of Service Theory and Practice 26 (6), pp. 764-787. ISSN 2055-6225.

Book Section

Crisafulli, Benedetta (2023) Service guarantee. In: Gallouj, F. and Gallouj, C. and Monnoyer, M.-C. and Rubalcaba, L. (eds.) Elgar Encyclopedia of Services. Elgar Encyclopedias in the Social Sciences. Edward Elgar Publishing, pp. 259-260. ISBN 9781802202588.

Crisafulli, Benedetta and Singh, J. (2016) Managing Online Service Recovery at iMAGE Telecom. In: UNSPECIFIED (ed.) SAGE Business Cases. SAGE. ISBN 9781473952034.

Crisafulli, Benedetta (2016) Managing customer complaints: the case of Imperial Orchid Hotels in Thailand. In: Kumar, R.S. and Dilip S., M. and Bang, N. (eds.) Services Marketing Cases in Emerging Markets: An Asian Perspective. Springer, pp. 35-43. ISBN 9783319329680.

Singh, J. and Crisafulli, Benedetta (2015) Customer responses to service failure and recovery experiences. In: Sahadev, S. and Purani, K. and Malhotra, N. (eds.) Boundary Spanning Elements and the Marketing Function in Organizations: Concepts and Empirical Studies. Springer, pp. 117-135. ISBN 9783319134406.

Conference or Workshop Item

Dimitriu, R. and Crisafulli, Benedetta and Guesalaga, R. (2020) An application of means-end and extended self theories to explore enablers and inhibitors of autonomous car adoption. In: EMAC 2020, 16th -19th September 2020, University of Budapest (hosted online). (Unpublished)

Crisafulli, Benedetta and Singh, J. and Quamina, L.T. and Xue, M. (2018) Retrieving corporate reputation following a crisis: the impact of online communications and affective displays on consumers. In: 4th International Colloquium on Corporate Branding, Identity, Image and Reputation (COBIIR2018), 3-4 Sep 2018, Cetraro, Italy. (Unpublished)

Singh, J. and Crisafulli, Benedetta and Paurav, S. (2017) ‘Too bad to be true’: the effect of guilt appeal intensity in cause-related marketing. In: American Marketing Association (AMA) 2017 Winter Conference: Better Marketing for a Better World, 17 Feb 2017, Orlando, U.S..

Antonetti, P. and Maklan, S. and Crisafulli, Benedetta (2017) "Too Good To Be True". Revisiting downward social comparisons in service recovery. In: QUIS - 15th International Research Symposium on Service Excellence in Management, 12-15 Jun 2017, Porto, Portugal.

Crisafulli, Benedetta and Singh, J. (2016) Too little, too late? The effect of time and money on consumer responses to online service failures. In: 2017 Frontiers in Service Conference, 22-25 Jun 2017, New York, U.S..

Book

Singh, J. and Crisafulli, Benedetta (2022) Brands and consumers: a research overview. Taylor & Francis. ISBN 9780429449598.