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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Autores principales:	Luiza Venzke Bortoli, Valeria Freundt
Formato:	article
Lenguaje:	EN PT
Publicado:	FUCAPE Business School 2017
Materias:	voluntary recall product failure trust relationship experiment Business HF5001-6182
Acceso en línea:	https://doaj.org/article/8937474668a447e7bf06951571f7de46
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spelling	oai:doaj.org-article:8937474668a447e7bf06951571f7de462021-11-11T15:48:07ZEffects of Voluntary Product Recall on Consumer’s Trust1807-734Xhttps://doaj.org/article/8937474668a447e7bf06951571f7de462017-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=123050102004https://doaj.org/toc/1807-734XThis 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.Luiza Venzke BortoliValeria FreundtFUCAPE Business Schoolarticlevoluntary recallproduct failuretrustrelationshipexperimentBusinessHF5001-6182ENPTBBR: Brazilian Business Review, Vol 14, Iss 2, Pp 204-224 (2017)
institution	DOAJ
collection	DOAJ
language	EN PT
topic	voluntary recall product failure trust relationship experiment Business HF5001-6182
spellingShingle	voluntary recall product failure trust relationship experiment Business HF5001-6182 Luiza Venzke Bortoli Valeria Freundt Effects of Voluntary Product Recall on Consumer’s Trust
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
author	Luiza Venzke Bortoli Valeria Freundt
author_facet	Luiza Venzke Bortoli Valeria Freundt
author_sort	Luiza Venzke Bortoli
title	Effects of Voluntary Product Recall on Consumer’s Trust
title_short	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_sort	effects of voluntary product recall on consumer’s trust
publisher	FUCAPE Business School
publishDate	2017
url	https://doaj.org/article/8937474668a447e7bf06951571f7de46
work_keys_str_mv	AT luizavenzkebortoli effectsofvoluntaryproductrecallonconsumerstrust AT valeriafreundt effectsofvoluntaryproductrecallonconsumerstrust
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Effects of Voluntary Product Recall on Consumer’s Trust

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