Reputation and Product Tampering in Service Industries
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Description
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]
dc.contributor.author | Kim, Jai-Boem | |
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dc.contributor.author | Choi, Chong | |
dc.date.accessioned | 2015-12-13T22:32:57Z | |
dc.date.available | 2015-12-13T22:32:57Z | |
dc.identifier.issn | 0264-2069 | |
dc.identifier.uri | http://hdl.handle.net/1885/75806 | |
dc.description.abstract | 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. | |
dc.publisher | Frank Cass & Co Ltd | |
dc.source | The Service Industries Journal | |
dc.subject | Keywords: consumption behavior; financial services; service sector | |
dc.title | Reputation and Product Tampering in Service Industries | |
dc.type | Journal article | |
local.description.notes | Imported from ARIES | |
local.description.refereed | Yes | |
local.identifier.citationvolume | 23 | |
dc.date.issued | 2003 | |
local.identifier.absfor | 150599 - Marketing not elsewhere classified | |
local.identifier.ariespublication | MigratedxPub4799 | |
local.type.status | Published Version | |
local.contributor.affiliation | Kim, Jai-Boem, SungKyunKwan University | |
local.contributor.affiliation | Choi, Chong, College of Business and Economics, ANU | |
local.bibliographicCitation.issue | 4 | |
local.bibliographicCitation.startpage | 3 | |
local.bibliographicCitation.lastpage | 11 | |
local.identifier.doi | 10.1080/02642060412331300972 | |
dc.date.updated | 2015-12-11T09:12:07Z | |
local.identifier.scopusID | 2-s2.0-0141528526 | |
Collections | ANU Research Publications |
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