Effects of Voluntary Product Recall on Consumer’s Trust
This study analyzed the impact of voluntary product recall due to product failure on consumer’s trust. Since trust is composed by integrity, competence and benevolence, this study verified the mediator effect of these constructs on the relation between recall and trust. Once trust is essential for...
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| Format: | Article |
| Language: | English |
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FUCAPE Business School
2017-01-01
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| Series: | BBR: Brazilian Business Review |
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| Online Access: | http://www.redalyc.org/articulo.oa?id=123050102004 |
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| _version_ | 1825207350131163136 |
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| author | Luiza Venzke Bortoli Valeria Freundt |
| author_facet | Luiza Venzke Bortoli Valeria Freundt |
| author_sort | Luiza Venzke Bortoli |
| collection | DOAJ |
| description | This study analyzed the impact of voluntary product recall due to product failure on consumer’s trust. Since trust is composed by integrity, competence and benevolence, this study verified the mediator effect of these constructs on the relation between recall and trust. Once trust is essential for the establishment of a relationship between companies and consumers, this research also evaluated the effects of relational and transactional purchase situations on consumer’s trust and its constructs. We conducted an experimental study with a 2 (recall: control; voluntary recall) x 2 (purchase situation: relational; transactional) between subjects design. The results indicated that voluntary recall has a positive effect on the variables analyzed. Integrity and competence fully mediate the relation between voluntary recall and trust. Purchase situation moderates the effect of voluntary recall on competence. |
| format | Article |
| id | doaj-art-8937474668a447e7bf06951571f7de46 |
| institution | Kabale University |
| issn | 1807-734X |
| language | English |
| publishDate | 2017-01-01 |
| publisher | FUCAPE Business School |
| record_format | Article |
| series | BBR: Brazilian Business Review |
| spelling | doaj-art-8937474668a447e7bf06951571f7de462025-02-06T23:39:31ZengFUCAPE Business SchoolBBR: Brazilian Business Review1807-734X2017-01-01142204224Effects of Voluntary Product Recall on Consumer’s TrustLuiza Venzke BortoliValeria FreundtThis study analyzed the impact of voluntary product recall due to product failure on consumer’s trust. Since trust is composed by integrity, competence and benevolence, this study verified the mediator effect of these constructs on the relation between recall and trust. Once trust is essential for the establishment of a relationship between companies and consumers, this research also evaluated the effects of relational and transactional purchase situations on consumer’s trust and its constructs. We conducted an experimental study with a 2 (recall: control; voluntary recall) x 2 (purchase situation: relational; transactional) between subjects design. The results indicated that voluntary recall has a positive effect on the variables analyzed. Integrity and competence fully mediate the relation between voluntary recall and trust. Purchase situation moderates the effect of voluntary recall on competence.http://www.redalyc.org/articulo.oa?id=123050102004voluntary recallproduct failuretrustrelationshipexperiment |
| spellingShingle | Luiza Venzke Bortoli Valeria Freundt Effects of Voluntary Product Recall on Consumer’s Trust BBR: Brazilian Business Review voluntary recall product failure trust relationship experiment |
| title | Effects of Voluntary Product Recall on Consumer’s Trust |
| title_full | Effects of Voluntary Product Recall on Consumer’s Trust |
| title_fullStr | Effects of Voluntary Product Recall on Consumer’s Trust |
| title_full_unstemmed | Effects of Voluntary Product Recall on Consumer’s Trust |
| title_short | Effects of Voluntary Product Recall on Consumer’s Trust |
| title_sort | effects of voluntary product recall on consumer s trust |
| topic | voluntary recall product failure trust relationship experiment |
| url | http://www.redalyc.org/articulo.oa?id=123050102004 |
| work_keys_str_mv | AT luizavenzkebortoli effectsofvoluntaryproductrecallonconsumerstrust AT valeriafreundt effectsofvoluntaryproductrecallonconsumerstrust |