Reputation and product tampering in service industries

Autor:	Chong Ju Choi, Jai-Beom Kim
Rok vydání:	2003
Předmět:	business.industry Strategy and Management media_common.quotation_subject Bank run Corporation Product liability Management of Technology and Innovation Economics Quality (business) Product (category theory) Marketing business Tertiary sector of the economy Financial services media_common Reputation
Zdroj:	The Service Industries Journal. 23:3-11
ISSN:	1743-9507 0264-2069
DOI:	10.1080/02642060412331300972
Popis:	This theoretical paper aims to identify the role of trust and reputation between consumers and firms when there is product tampering or other types of product liability. When product tampering occurs, trust implicitly built towards brand or corporation by consumers or customers can be dissipated. This article assesses the impact of quality uncertainty and measurement costs on the trust relationship between consumers and corporations. The ideas are also applied to the case of bank runs. Preliminary findings indicate that in cases where the trust between consumer and firms is strong, and there are high measurement costs and uncertainty, the reputational relationship between customers and firms can experience strong repercussions.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::5388655ef5a03a1035b168ade0053278 https://doi.org/10.1080/02642060412331300972 Zobrazit plný text záznamu Plný text ve formátu PDF