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Product-harm crises are common in today's marketplace and are expected to occur with escalating frequency as products become increasingly complex, product-safety legislation evolves, and always-demanding customers continue to press for more. A product-harm crisis may cause major revenue losses, lead to costly recalls, and destroy carefully nurtured brand equity. Moreover, the crisis may not only be...
This article examines an important issue in crisis management: how to influence public perceptions of the news media's reporting of a crisis. Previous research has found that congruency between the regulatory orientation of a consumer and a product recall message—also known as the regulatory fit effect—increases compliance with a product recall request. Could the creation of a regulatory fit effect...
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