On the Credibility Determinants of a Quality Label: a Quasi-Natural Experiment Using the Example of Stiftung Warentest

Andreas Hildenbrand, Rainer Kühl and Anne Piper
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Rainer Kühl: Justus Liebig University Giessen

Journal of Consumer Policy, 2016, vol. 39, issue 3, No 2, 307-325

Abstract: Abstract In 2013, Stiftung Warentest, which is one of the most important consumer organizations in Germany, tested hazelnut chocolate for their leading magazine called test. The hazelnut chocolate of Ritter Sport, which is a high-quality producer of chocolate in Germany, failed the test and received the grade “unsatisfactory.” Stiftung Warentest accused Ritter Sport of labelling an artificial flavouring as a natural flavouring. Ritter Sport rejected the accusation, went to court, and won the trial. Stiftung Warentest had to withdraw the issue in question of test magazine. The affair received broad media coverage from December 2013 to September 2014. Using the case Ritter Sport versus Stiftung Warentest, it is analysed whether negative headlines really undermine the credibility of a quality label by examining Stiftung Warentest and their quality label called test. In addition, it is examined what can be done to restore or, more generally, increase the credibility of a quality label. Based on a quasi-natural experiment, it is found that the negative headlines regarding Stiftung Warentest have undermined the credibility of the test label. It is also found that the credibility of the test label can be increased by providing reference values to the tests, strengthening the independence of Stiftung Warentest, and using laboratory methods for the tests. For the most part, the same holds true for any quality label. High-quality producers, quality-conscious consumers, and the awarding organization of the quality label can benefit from an increased credibility of a quality label.

Keywords: Information (D8); Product quality (L1); Quality label; Source credibility (M3) (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1007/s10603-016-9325-9

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