Public relations considerations of consumer product recall

Corporate Social ‘Irresponsibility’: Are Consumers’ Biases in Attribution of Blame Helping Companies in Product–Harm Crises Involving Hybrid Products?

“…In the absence of sufficient information about the product defect, consumers will rely on their prior beliefs when assessing culpability (Folkes 1988). Firms should take this into account when they frame appropriate ethical responses to crises and communicate candidly about the cause of the problem, without scapegoating, in the announcement of the product recall (Gibson 1995;Dardis and Haigh 2009). Doing so would help build their profile as ethical and socially responsible organizations.…”

What’s in a crisis?

“…The same can be said of Bland (1998), who calls a crisis an opportunity, but who insists that some misfortune needs to be involved as well: this is illustrated in the example of the Soho pub that was nominated the worst in London and that promptly (and proudly) announced the fact on a huge banner; signi¼cantly, the pub saw its takes go up by 60 per cent. Similarly, Gibson (1995) seems to assume that consumer product recalls are bound to be negative experiences when he argues that the aftermath of a recall "need not be as damaging as the recall itself".…”

The impact of information technology on product recalls: exploring the role of the six “Ts” of supply chain management

“…Gibson (1995) suggests that the main challenge in making recalls effective is communication. van Donk (2008) calls for more research on SCM and IT.…”

“…E. Patrick McGuire, one of the leading experts on product recall, stated 'American manufacturers are dealing with literally tens of thousands of separate product recall campaigns each year' (McGuire 1975;13). Gibson (1995) indicates that a 'product recall is a situation that nearly every manufacturer will probably face at some time or another no matter how meticulous its quality control procedures'.…”