Product harm crisis at the crossroads: monitoring recovery of replacement products

Siomkos, George J.; Kurzbard, Gary

doi:10.1177/108602669200600402

Cited by 8 publications

(15 citation statements)

References 6 publications

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“…Siomkos and Kurzbard (1994) define product-harm crisis as an ''abrupt break of the product life cycle''. Product-harm crises, which may erupt from various causes (e.g., manufacturer's negligence, product misuse, sabotage, etc.…”

Section: Literature Reviewmentioning

confidence: 99%

“…During a product-harm crisis, consumers often receive negative information about the product and the company. As a result, after a crisis consumer attitudes will change negatively (Siomkos and Kurzbard, 1994). In order for the company to be able to bring the customers back to purchasing its products, certain immediate actions are necessary.…”

Section: Literature Reviewmentioning

confidence: 99%

“…In order for the company to be able to bring the customers back to purchasing its products, certain immediate actions are necessary. Proactive product recall, victim compensation and accept responsibility for liability are some of these actions met in the relevant literature (Siomkos and Shrivastava, 1993;Siomkos and Kurzbard, 1994;Siomkos and Malliaris, 1992).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Consumer perceptions associated with the organizational responses to the crisis have received little attention. Empirical examinations, have been mainly focused on investigating the most important factors influencing crisis management, such as the amount and intensity of media attention (Weinberger and Romeo, 1989), the type of media coverage (Jolly and Mowen, 1984;Weinberger et al, 1991), the amount and degree of injuries (Mowen, 1980;Mowen and Ellis, 1981), the attention from regulatory bodies (Weinberger, 1986), the company's reputation (Siomkos and Shrivastava, 1993), the crisis type (Coombs, 1995;Mitroff and Pearson, 1993), the company's message (Griffin et al, 1991;Jorgensen, 1994Jorgensen, ,1996 and the company's response (Siomkos and Kurzbard, 1994).…”

Section: Literature Reviewmentioning

confidence: 99%

See 3 more Smart Citations

Product-harm crisis management: Time heals all wounds?

Vassilikopoulou¹,

Siomkos²,

Chatzipanagiotou³

et al. 2009

Journal of Retailing and Consumer Services

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Product-harm crisis management: Time heals all wounds?

Vassilikopoulou¹,

Siomkos²,

Chatzipanagiotou³

et al. 2009

Journal of Retailing and Consumer Services

View full text Add to dashboard Cite

“…reports that the troubled company is acting in a socially responsible way in recalling the harmful product [3,5,7].…”

mentioning

confidence: 99%

The Hidden Crisis in Product‐harm Crisis Management

Siomkos

Kurzbard²

1994

European Journal of Marketing

Self Cite

248

244

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Investigates the conventional wisdom concerning consumer responses associated with product defect during a product‐harm crisis. Reports on an experiment relying primarily on three generally recognized factors: company′s reputation, external effects from regulatory agencies and the press, and organizational responses. Shows that over‐reliance on these areas may mask hidden variables which can prove counterproductive to crisis abatement.

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Opportunities and threats for competitors in product‐harm crises

Siomkos

Triantafillidou

Vassilikopoulou

et al. 2010

Marketing Intelligence &Amp; Planning

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -Product-harm crises have become an almost familiar phenomenon in today's business environment as technology becomes more vulnerable. Even if a product-harm crisis is associated with the company that manufactured the defective product, the entire industry may be affected. Not only consumers of the affected company, but also consumers of competitors are affected by the crisis. The paper seeks to deal mainly with the situation of competitors and examines the potential opportunities and threats that may arise when another company in the same industry faces a product-harm crisis. Design/methodology/approach -For the purposes of this paper, an experiment was conducted that relied on four important influential factors of crisis management (i.e. corporate reputation, crisis scope, external effects, and organisational responses). The crisis was described through a hypothetical scenario. Consumer attitudes towards competitive products were used to determine impending prospects and threats. Findings -The paper's results demonstrate that consumers are very receptive in buying competitor brands, especially when the extent of the crisis was medium or high and the company involved in the crisis had shown low levels of social responsibility. Originality/value -Previous research studies on crisis management mainly focus on the affected company and how it confronted the crisis. The paper approaches crisis management from the competitor's perspective. Because a crisis may influence the entire sector, adequate preparation and effective crisis management skills are essential assets for competitors.

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Product harm crisis at the crossroads: monitoring recovery of replacement products

Cited by 8 publications

References 6 publications

Product-harm crisis management: Time heals all wounds?

Product-harm crisis management: Time heals all wounds?

The Hidden Crisis in Product‐harm Crisis Management

Opportunities and threats for competitors in product‐harm crises

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