Consumer response to crisis: Exploring the concept of involvement in Mattel product recalls |
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Authors: | Yoonhyeung Choi Ying-Hsuan Lin |
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Institution: | 1. Hanyang University, Ansan, Korea;2. PRIME Research, United States |
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Abstract: | The present study examines two hypotheses: (1) there is a difference between how highly involved consumers perceived the 2007 Mattel product recalls and how national daily newspapers covered those recalls in terms of crisis responsibility and reputation; (2) the frequency of emotion manifested among highly involved consumers will increase over time. A content analysis of the bulletin boards for two parent online communities and a content analysis of four major daily newspapers were conducted. The data were consistent with the hypotheses proposed. Practical and theoretical implications are discussed. |
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Keywords: | Involvement Crisis |
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