 Product-harm crisis management: Time heals all wounds?Aikaterini Vassilikopoulou, George Siomkos, Kalliopi Chatzipanagiotou and Angelos Pantouvakis Journal of Retailing and Consumer Services, 2009, vol. 16, issue 3, 174-180 Abstract: This paper focuses on product-harm crises and examines consumer responses associated with product defect in three time periods (i.e., 3 days, 3 months and 1 year after a crisis). An experiment was conducted based on three widely accepted- influences on product-harm crisis management (i.e., crisis extent, social responsibility and organizational responses). The fourth influencing factor, time, was introduced in the present study. The four-factor model for measuring the effectiveness of product-harm crisis management was tested with particular attention to the impact of time. Crises were described in scenarios for a fictitious mobile phone. The results demonstrate that the effects of a crisis are minimal a few months after the crisis has occurred. Consumers tend to “forget†about the crisis and its effects, especially in cases when the company is socially responsible, and when the company issues a voluntary recall of its product. Keywords: Product-harm crises; Time; Recalls; Crisis management (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:16:y:2009:i:3:p:174-180 DOI: 10.1016/j.jretconser.2008.11.011 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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