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Reputation and Product Tampering in Service Industries

Kim, Jai-Boem; Choi, Chong


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....[Show more]

CollectionsANU Research Publications
Date published: 2003
Type: Journal article
Source: The Service Industries Journal
DOI: 10.1080/02642060412331300972


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