Product-harm crisis management: Time heals all wounds?

Vassilikopoulou, Aikaterini; Siomkos, George J.; Chatzipanagiotou, Kalliopi; Pantouvakis, Angelos

doi:10.1016/j.jretconser.2008.11.011

Cited by 94 publications

(66 citation statements)

References 34 publications

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“…Such crises have been shown to cut into sales (Van Heerde, Helsen, and Dekimpe, ), consumer confidence (Dawar and Pillutla, ), and stock valuations (Pruitt and Peterson, ; Chen, Ganesan, and Liu, ). But for firms that survive, the damage done by a crisis can be undone with time (Vassilikopoulou et al, :178). In other words, “time heals all wounds” (Vassilikopoulou et al, 2009:174) because, eventually, “consumers tend to ‘forget’ about the crisis and its effects” (Vassilikopoulou et al, 2009:178).…”

Section: Scandals and Electionsmentioning

confidence: 99%

The Lingering Effect of Scandals in Congressional Elections: Incumbents, Challengers, and Voters

Praino¹,

Stockemer

Moscardelli³

2013

Social Science Quarterly

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Objective We have two goals. First, we investigate both the short‐ and long‐term electoral impact of involvement in scandals on reelection margins of incumbents in U.S. congressional elections. Second, we evaluate the impact of scandals on district‐level turnout. Methods We model the impact of involvement in a political scandal on incumbents’ electoral margins in the election cycle in which the scandal comes to light, as well as in future election cycles. We also model the impact of scandal on district‐level turnout. Results Involvement in a scandal exerts not only an immediate, negative effect on incumbents’ margins, but one that also lingers beyond the initial reelection cycle. Elections involving incumbents embroiled in scandals experience a small boost in turnout. Conclusion In tandem, these results implicate the mobilization of previous nonvoters intent on “throwing the bum out” as one mechanism through which incumbent vote share is depressed in scandal elections.

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Section: Scandals and Electionsmentioning

confidence: 99%

The Lingering Effect of Scandals in Congressional Elections: Incumbents, Challengers, and Voters

Praino¹,

Stockemer

Moscardelli³

2013

Social Science Quarterly

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“…Similarly, research into the impact of major incidents has found that they too have a measureable impact on satisfaction and market share shortly following the incident, although the longevity of the impact has been found to be relatively short (Cleeren, Dekimpe, and Helsen 2008;Vassilikopouloua et al 2009). As such, and based on this earlier research, we would expect both major and minor incidents to have a measureable impact on consumer satisfaction and future market share.…”

Section: Introductionmentioning

confidence: 99%

Service Failure Severity, Customer Satisfaction, and Market Share

Keiningham¹,

Morgeson²,

Aksoy

et al. 2014

Journal of Service Research

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The generally accepted view among managers and researchers is that the greater the severity of a service failure, the greater the resulting impact on customer satisfaction and business outcomes, such as lost customers and revenue. The research used to defend this viewpoint, however, does not typically address the severity of service failures, like those that result in injury or death (i.e., product-harm crises). This research addresses this issue by examining both minor incidents (i.e., failures that do not result in physical harm) and major incidents (i.e., failures that result in injury or death) in the U.S. airline industry, and the corresponding impact on the customer satisfaction and market share of the firms affected. Our results indicate that minor incidents are more strongly (negatively) related to future market share than are major incidents. Moreover, our findings indicate that only minor incidents are significantly linked to customer satisfaction. We argue that these findings occur for two reasons: First, most customers believe major incidents to be low probability events that are less salient when compared to more probable failures. Second, consumers impacted by major incidents most likely defect and are therefore not captured in future customer satisfaction surveys. Consequently, managers can delude themselves that things have ''returned to normal'' after a major incident when relying on customer satisfaction scores alone.

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“…In the case of health and safety, some of the issues addressed refer to the way companies promoting health and well-being to combat obesity can increase consumer goodwill and brand value (Herrick, 2009) and how consumers react to a product-harm crisis (Vassilikopoulou et al, 2009). …”

mentioning

confidence: 99%

Corporate social responsibility in international marketing: review, assessment, and future research

Eteokleous

Leonidou

Katsikeas

2016

International Marketing Review

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Purpose:Although Corporate Social Responsibility (CSR) has been an issue of major concern for marketers for more than half a century, only recently has it attracted the attention of international marketing researchers. During the last two decades, this body of research has experienced an increasing trend, which, however, is very fragmented and diverse. In response, this article aims to review, assess, and synthesize extant research on the role of CSR activities in international marketing.Design/methodology/approach: Our review and assessment covered the period from 1993 to 2013 and all relevant articles were traced, using both electronic and manual search methods. Altogether, we identified 132 studies published in 106 articles that appeared in 63 journals. Each article was content analyzed by two coders who worked independently from each other, using a structured coding protocol. Due to the nominal nature of the finalized codes, these were statistically analyzed taking the form of percentage frequencies. Findings:The results were organized in terms of theoretical, methodological, and empirical considerations. Theoretically, a third of the articles were not anchored on any theory, while the remainder employed various theoretical platforms, with stakeholder theory having a predominant role. Methodologically, this specific body of research is characterized by growing sophistication and rigor, with some room for improvement, especially as regards the use of longitudinal research, better sampling methods, wider geographic scope, and advanced statistical analysis. Empirically, a broad range of issues was covered, with the most widely studied being those focusing on the elements of international marketing strategy, external environmental influences, and CSR practices. Originality/Value:We review and assess 21 years of research conducted on a crucial and contemporary dimension of international marketing, namely CSR. Our findings provide useful insights for public policymakers, business managers, academic scholars, and marketing educators. We also provide detailed directions for future research, extracted from the articles reviewed.Paper type: Literature review 1

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Product-harm crisis management: Time heals all wounds?

Cited by 94 publications

References 34 publications

The Lingering Effect of Scandals in Congressional Elections: Incumbents, Challengers, and Voters

The Lingering Effect of Scandals in Congressional Elections: Incumbents, Challengers, and Voters

Service Failure Severity, Customer Satisfaction, and Market Share

Corporate social responsibility in international marketing: review, assessment, and future research

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