How should a company respond to a product harm crisis? The role of corporate reputation and consumer-based cues
How should a company respond to a product harm crisis? The role of corporate reputation and consumer-based cues
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DOI：
10.1016/j.bushor.2006.01.002
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发表时间：
2006-09
影响因子：
7.4
通讯作者：
D. Laufer;W. Coombs
中科院分区：
文献类型：
--
作者：
D. Laufer;W. Coombs
Product harm crises such as Vioxx and Firestone can be devastating events for companies. Although lawsuits by victims tend to draw most of the attention, observers, who typically learn of product harm crises through media outlets, can also cause extensive damage to the companies involved, as they represent current and potential customers of the product. This article provides guidance to practitioners in choosing the appropriate strategy to effectively deal with a product harm crisis. The authors recommend that corporate reputation and consumer-based cues, such as gender and nationality, be incorporated in the decision-making process regarding the choice of a corporate response.
