When injured product users may also stay satisfied: A macro-level analysis

Shashank Vaid and Naveen Donthu

Journal of Business Research, 2023, vol. 162, issue C

Abstract: Product-harm crises literature has mostly studied product user harm proxies i.e., risk of injury or fictitious crises. Our macro-level study is the first to determine the consequences of actual non-automobile product-related injuries on customer satisfaction. We leverage a dataset statistically representative of injuries reported at over 5,000 U.S. hospitals. Employing the expectation-disconfirmation paradigm, we study 800 product categories, 52 industries and 30 injury diagnoses to find that severe product-related injury (SPI), on average, hurts customer satisfaction. Our research reveals that varying types of consumers’ expectations can result in asymmetric effects. Consumer sentiment and future growth may set varying boundary conditions for product users’ expectations; while higher consumer sentiment is found to worsen the association between SPI and customer satisfaction, future economic growth attenuates that relationship. Also, the type of hospital may help account for consumers’ disconfirmation of product beliefs, as it is found to improve the negative effect of SPI.

Keywords: Marketing interfaces; Product-related injuries; Industry customer satisfaction; Supervised machine learning for endogeneity correction; B2B/B2C products; Latent instruments (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S014829632300245X
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:162:y:2023:i:c:s014829632300245x

DOI: 10.1016/j.jbusres.2023.113887

Access Statistics for this article

Journal of Business Research is currently edited by A. G. Woodside

More articles in Journal of Business Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().