The dark side of product quality: how product harm crises affect customers and financial markets:
Gespeichert in:
| 1. Verfasser: | |
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
[2014]
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 324 S. graph. Darst. |
Internformat
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Datensatz im Suchindex
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| adam_text | SARAH BUSSE: THE DARK SIDE OF PRODUCT QUALITY
TABLE OF CONTENTS
PART A. INTRODUCTORY OVERVIEW OF THE DISSERTATION IX
LIST OF FIGURES XI
LIST OF TABLES XII
1 INTRODUCTION 1
1.1 OVERVIEW AND RELEVANCE OF RESEARCH TOPIC 1
1.2 IDENTIFICATION OF RESEARCH DEFICITS 5
1.3 DEDUCTION OF RESEARCH QUESTIONS 15
1.4 ASPIRED CONTRIBUTION TO ACADEMIA AND PRACTICE 19
2 CONCEPTUAL FRAMEWORK AND UNDERLYING THEORIES 23
2.1 CONCEPTUAL FRAMEWORK FOR STAKEHOLDER REACTIONS TO PRODUCT-HARM
CRISES 23
2.2 PRODUCT RECALLS AS EVENTS IN PRODUCT-HARM CRISES 28
2.3 CUSTOMER OUTCOMES: CUSTOMER SATISFACTION, DISPERSION AND CUSTOMER
NERVOUSNESS 30
2.4 RELATIONSHIP BETWEEN PRODUCT RECALLS AND CUSTOMER OUTCOMES 35
2.4.1 BRAND EQUITY THEORY 35
2.4.2 CUE UTILIZATION THEORY 37
2.5 FINANCIAL MARKET OUTCOMES: FIRM VALUE AND LIQUIDITY 38
2.6 RELATIONSHIP BETWEEN RECALLS AND FINANCIAL MARKET OUTCOMES 41
2.6.1 PRINCIPAL-AGENT THEORY 41
2.6.2 EFFICIENT MARKET HYPOTHESIS 42
2.6.3 PROSPECT THEORY 44
2.7 CONTINGENCY FACTORS INFLUENCING CUSTOMER AND FINANCIAL MARKET
OUTCOMES 45
2.7.1 CONTINGENCY THEORY 45
2.7.2 COUNTRY OF ORIGIN, RECALL STRATEGY, AND PRIOR EXPECTATIONS 46
3 RESEARCH DESIGN 51
3.1 RESEARCH APPROACH AND RESEARCH MODEL 51
3.2 DATA AND MEASURES 52
3.2.1 PRODUCT RECALLS 52
3.2.2 CUSTOMER OUTCOMES 55
3.2.3 FINANCIAL MARKET OUTCOMES 62
3.2.4 CONTINGENCY FACTORS 64
VI
HTTP://D-NB.INFO/1070693960
INTRODUCTION
3.3 SAMPLE DESCRIPTIVES 67
3.4 METHODOLOGY 69
4 SUMMARY OF RESEARCH PAPERS 73
4.1 RESEARCH PAPER 1: HOW DO PRODUCT-HARM CRISES WOUND CUSTOMERS? THE
IMPACT OF
RECALLS ON CUSTOMER SATISFACTION AND CUSTOMER NERVOUSNESS 73
4.2 RESEARCH PAPER 2: BRAND LOVERS AND BRAND HATERS: PRODUCT-HARM CRISES
AS
ANTECEDENT OF BRAND DISPERSION 77
4.3 RESEARCH PAPER 3: DOES WALL STREET CARE WHAT MAIN STREET THINKS? HOW
PRODUCT
RECALLS HIT CUSTOMERS AND FINANCIAL MARKETS 80
5 OVERALL IMPLICATIONS 87
5.1 OVERALL ACADEMIC CONTRIBUTION: IMPLICATIONS FOR RESEARCH 87
5.2 OVERALL PRACTICAL CONTRIBUTION: IMPLICATIONS FOR MANAGERS 96
6 APPENDIX 100
6.1 APPENDIX A. LITERATURE OVERVIEW 100
6.2 APPENDIX B. EVIDENCE FOR FINANCIAL AND CUSTOMER CONSEQUENCES IN THE
PRESS 108
6.3 APPENDIX C. OPERATIONALIZATION OF CONTROL VARIABLES 109
6.4 APPENDIX D. DATA OVERVIEW 112
6.5 APPENDIX E. MODEL-FREE EVIDENCE 123
6.6 APPENDIX F. DETAILS FOR EVENT STUDY METHODOLOGY 128
6.7 APPENDIX G. TESTS FOR STATISTICAL SIGNIFICANCE 134
7 REFERENCES 137
PART B. RESEARCH PAPERS 157
PAPER 1 - HOW DO PRODUCT-HARM CRISES WOUND CUSTOMERS? THE IMPACT OF
RECALLS ON
CUSTOMER SATISFACTION AND CUSTOMER NERVOUSNESS 159
PAPER 2 - BRAND LOVERS AND BRAND HATERS: PRODUCT-HARM CRISES AS
ANTECEDENT OF
BRAND DISPERSION 241
PAPER 3 - DOES WALL STREET CARE WHAT MAIN STREET THINKS? HOW PRODUCT
RECALLS HIT
CUSTOMERS AND FINANCIAL MARKETS 277
VII
|
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| spelling | Busse, Sarah Verfasser (DE-588)1064639682 aut The dark side of product quality: how product harm crises affect customers and financial markets vorgelegt von Sarah Busse [2014] XII, 324 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Aachen, Techn. Hochsch., Diss., 2014 Qualität (DE-588)4047966-3 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Qualität (DE-588)4047966-3 s Verbraucherzufriedenheit (DE-588)4129147-5 s DE-604 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028303603&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Busse, Sarah The dark side of product quality: how product harm crises affect customers and financial markets Qualität (DE-588)4047966-3 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4047966-3 (DE-588)4129147-5 (DE-588)4113937-9 |
| title | The dark side of product quality: how product harm crises affect customers and financial markets |
| title_auth | The dark side of product quality: how product harm crises affect customers and financial markets |
| title_exact_search | The dark side of product quality: how product harm crises affect customers and financial markets |
| title_full | The dark side of product quality: how product harm crises affect customers and financial markets vorgelegt von Sarah Busse |
| title_fullStr | The dark side of product quality: how product harm crises affect customers and financial markets vorgelegt von Sarah Busse |
| title_full_unstemmed | The dark side of product quality: how product harm crises affect customers and financial markets vorgelegt von Sarah Busse |
| title_short | The dark side of product quality: how product harm crises affect customers and financial markets |
| title_sort | the dark side of product quality how product harm crises affect customers and financial markets |
| topic | Qualität (DE-588)4047966-3 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Qualität Verbraucherzufriedenheit Hochschulschrift |
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