Responding to product liability crises

Impacts of Reputation for Quality on Perceptions of Company Responsibility and Product-related Dangers in times of Product-recall and Public Complaints Crises: Results from an Empirical Investigation

“…Research indicates that high (as opposed to low) precrisis reputation is able to act as a buffer against negative publicity (cf. Dean, 2004 ;Dawar and Pillutla, 2000 ;Siomkos and Kurzbard, 1994 ;Siomkos and Shrivastava, 1993 ). In conveying trust and credibility, it increases the effectiveness of any appropriate crisis response strategy and thus benefi ts crisis resolution.…”

“…Grunwald, 2008: 74 ff. ;Standop 2006 ;Tucker and Melewar, 2005 ;De Matos and Veiga, 2004: 3 ;Dean, 2004 ;Cameron, 2004, 1998 ;Gutteling, 2001 ;Dawar and Pillutla, 2000 ;Tadelis, 1999 ;Coombs, 1998: 181 ;Dawar, 1998 ;Al-Najjar, 1995 ;Siomkos and Kurzbard, 1994 ;Siomkos and Shrivastava, 1993 ;Mowen, 1980 ). However, the determinants mentioned above have not yet been addressed in the framework of the underlying crises situations and with regard to reputation for quality.…”

Effect of Product-harm Crisis on Customer's Based Brand Equity: The Moderating Role of Attitude towards Brand

“…There are several studies that investigated the most important factors that effects product-harm crisis, like the intensity and amount of media focus (Weinberger and Romeo, [45]), the several types of media roles during product harm-crises (Jolly and Mowen, [46]; Weinberger, [47]), the amount of causalities (Mowen,[48]; Mowen and Ellis, [49]), Attention paid by regulatory agencies during product harm-crisis (Weinberger, [47]), how a company's reputation play role during product harm-crisis (Siomkos and Shrivastava, [50]), the different types of crises (Coombs, [51]; Mitroff and Pearson, [52]), what type of response messages company disseminates during product harm-crisis (Griffin et al, [53]; Jorgensen, [54], [55]), strategies practice by company during product harm-crisis (Siomkos and Kurzbard, [9]) , brand loyalty in crises (Cleeren et al, [56]),the role of CSR in product harm-crisis (Matos and Rossi, [6]; Klein and Dawar,[57]), role of safety on defective products (Griffin et al, [58]), and customer's prior expectations in product harm-crisis (Dawar and Pillutla, [3]), product recall strategies before crises (Matos and Rossi, [6]) and Baolong Ma et al, [59] has examined the effect of product-harm crisis on a brand's performance and market structure.…”

Mitigating Product Harm Crises and Making Markets Sustainable: How does National Culture Matter?

“…The field of crisis communication focuses on the emotions consumers feel during crises [23,24]. Consumers' attitudes are the most important indicator for measuring the effectiveness of crisis management [25]. Effective crisis management involves the consumer's approval of the organizational response and consumer's persuasion that the product is safe again as the company has overcome the crisis [26].…”

“…This involves a recall process extremely easy for the consumer by offering discount coupons or free samples of other products and by widely advertising the recall [25,43,44]. Therefore, a more vigorous response-the super effort-signals additional concern to the public by providing compensation and increasing communication efforts.…”