search query: @author Kurzbard, G. / total: 3
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| Author: | Siomkos, G. J. Kurzbard, G. |
| Title: | The hidden crisis in product-harm crisis management. |
| Journal: | European Journal of Marketing
1994 : VOL. 28:2, p. 30-41 |
| Index terms: | PRODUCTS MARKET SHARE CRISIS MANAGEMENT |
| Language: | eng |
| 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. |
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