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The Hidden Crisis in Product‐harm Crisis Management

George J. Siomkos (Stern School of business, New York University, USA)
Gary Kurzbard (Romann & Tannenholz Advertising Associates, New York, USA)

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 1 February 1994

8065

Abstract

Investigates the conventional wisdom concerning consumer responses associated with product defect during a product‐harm crisis. Reports on an experiment relying primarily on three generally recognized factors: company′s reputation, external effects from regulatory agencies and the press, and organizational responses. Shows that over‐reliance on these areas may mask hidden variables which can prove counterproductive to crisis abatement.

Keywords

Citation

Siomkos, G.J. and Kurzbard, G. (1994), "The Hidden Crisis in Product‐harm Crisis Management", European Journal of Marketing, Vol. 28 No. 2, pp. 30-41. https://doi.org/10.1108/03090569410055265

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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