A Conceptual Review on Product-Harm Crisis and Product Recall Literature

Öz

Despite the developments in quality and business processes, many recent incidents have shown that product-harm crises and product recall based on these crises have brought along complex processes affecting both consumers and the company and its stakeholders. There are many studies in the field due to the unique nature of each crisis, the differentiation of its context, and the differences in research approaches. While this situation contributes to the deepening of the knowledge on the subject, it also causes the related literature to become quite intense and complex. On the other hand, studies focusing on the product-harm crisis are mainly concentrated on developed countries while the interest in the subject has just been increasing recently in developing countries such as Turkey. Therefore, this study aims to explain the basic concepts and processes, present the studies in the field systematically, and make suggestions for future researches to attract researchers from Turkey to encourage new studies in the field. In this context, firstly the basic concepts and processes have been explained, then the studies in the field have been presented and suggestions for future studies have been made.

Anahtar Kelimeler

• Product-harm crisis
• product recall
• crisis response strategy

Kusurlu Ürün Krizi Ve Ürün Geri Çağırma Literatürü Üzerine Kavramsal Bir İnceleme

Öz

Kalite ve iş süreçlerindeki gelişmelere rağmen yakın geçmişte yaşanan pek çok olay göstermiştir ki, kusurlu ürün krizleri ve bu krizlere bağlı olarak gerçekleştirilen ürün geri çağırmalar hem tüketicileri hem de firma ve paydaşlarını etkileyen karmaşık süreçleri beraberinde getirmektedir. Her bir krizin kendine özgü olması, bağlamının birbirinden farklılaşması ve araştırma yaklaşımlarındaki farklılıklar nedeniyle alanda çok sayıda çalışma bulunmaktadır. Bu durum bir yandan konuya ilişkin bilginin derinleşmesine katkı sağlarken aynı zamanda alan yazının oldukça yoğun ve karmaşık hale gelmesine de yol açmaktadır. Diğer yandan, kusurlu ürün krizleri üzerine yapılan çalışmaların ağırlıklı olarak gelişmiş ülkelerde yoğunlaştığı, Türkiye gibi gelişmekte olan ülkelerde ise konuya ilginin yeni yeni artmaya başladığı görülmektedir. Bu çalışma, Türkiye’den araştırmacıların bu konuya ilgilerini çekebilmek ve alanda yapılacak yeni çalışmaları teşvik edebilmek için alana ilişkin temel kavram ve süreçleri açıklamayı, alanda yapılan çalışmaları sistematik biçimde sunmayı ve gelecekte yapılabilecek araştırmalar için öneriler getirmeyi amaçlamaktadır. Bu kapsamda öncelikle temel kavram ve süreçler açıklanmış, sonrasında alanda yapılmış çalışmalar sunulmuş ve gelecek çalışmalar için öneriler getirilmiştir.

Anahtar Kelimeler

• Kusurlu ürün krizi
• ürün geri çağırma
• kriz tepki stratejisi

Kaynakça

1. Ahluwalia, R., Burnkrant, R. E. ve Unnava, H. R. (2000). Consumer Response to Negative Publicity: The Moderating Role of Commitment. Journal of Marketing Research, 37(2): 203-214.
2. Ahmad, S., Pesch, M. J. ve Gulati, R. (2015). Cost of Quality: Lessons from Toy Recalls. Journal of International Business Research, 14(2): 1-13.
3. Ahsan, K. (2013). Trend Analysis of Car Recalls: Evidence from The Us Market. International Journal of Managing Value and Supply Chains (IJMVSC), 4(4): 1-16.
4. Ahsan, K. ve Gunawan, I. (2014). Analysis of Product Recalls: Identification of Recall Initiators and Causes of Recall. Operations and Supply Chain Management, 7(3): 97-106.
5. Aichner, T., Wilken, R. ve Coletti, P. (2020). Country Image at Risk: Spillover Effects of Product-Harm Crises and The Role of Trust. Journal of Global Marketing, Doi: 10.1080/08911762.2020.1786614.
6. Akın, E., Şimşek, M., Yalçınkaya, T. ve Gülpınar, F. C. (2018). Ürün Krizlerinin Duyurumunda İletişim Kaynağının Marka Değerine ve Marka Güvenine Etkisi. Tüketici ve Tüketim Araştırmaları Dergisi, 10(2): 143-172.
7. Akpinar, E., Verlegh, P. W. J. ve Smidts, A. (2018). Sharing Product Harm Information: The Effects of Self-Construal and Self-Relevance. International Journal of Research in Marketing, 35(2): 319-335.
8. Anwar, S. T. (2014). Product Recalls and Product-Harm Crises: A Case of The Changing Toy Industry. Competitiveness Review, 24(3): 190-210.

9. Bae, Y. K. ve Benitez-Silva, H. (2013). The Effects of Automobile Recalls on The Severity of Accidents. Economic Inquiry, 51(2): 1232-1250.
10. Baghi, I. ve Gabrielli, V. (2019). The Role of Crisis Typology and Cultural Belongingness in Shaping Consumers’ Negative Responses towards A Faulty Brand. Journal of Product & Brand Management, 28(5): 653-670.
11. Bala, R., Bhardwaj, P. ve Chintagunta, P. K. (2017). Pharmaceutical Product Recalls, Category Effects and Competitor Response. Marketing Science, 36(6): 931-943.
12. Bates, H., Holweg, M., Lewis, M. ve Oliver, N. (2007). Motor Vehicle Recalls: Trends, Patterns and Emerging Issues. Omega, 35(2): 202-210.
13. Berman, B. (1999). Planning for the Inevitable Product Recall. Business Horizons, 42(2): 69-78.
14. Bernon, M., Bastl, M., Zhang, W. ve Johnson, M. (2018). Product Recalls: The Effects of Industry, Recall Strategy and Hazard, on Shareholder Wealth. International Journal of Business Science and Applied Management, 13(1): 1-14.
15. Borah, A. ve Tellis, G. J. (2016). Halo (spillover) Effects in Social Media: Do Product Recalls of One Brand Hurt or Help Rival Brands? Journal of Marketing Research, 53(2): 143-160.
16. Bortoli, L. V. ve Freundt, V. (2017). Effects of Voluntary Product Recall on Consumer’s Trust. Brazilian Business Review, 14(2): 204-224.
17. Brandao, M. H., Yamada, Y., Ponchio, M. C., Cordeiro, R. A. ve Strehlau, V. I. (2016). The Influence of Product Recall on Consumer Loyalty. Revista de Administração da UNIMEP, 14(1): 143-164.
18. Buran, İ. T. (2011). The Impact of Product Recall on Automotive Consumers’ Future Purchase Intentions: An Empirical Study on Turkish Automotive Consumers. Unpublished Master Thesis, Yeditepe University, Institute Social Sciences.
19. Chen, Y. ve Nguyen, N. H. (2013). Stock Price and Analyst Earnings Forecast around Product Recall Announcements. International Journal of Economics and Finance, 5(6): 1-10.
20. Chen, Y., Ganesan, S. ve Liu, Y. (2009). Does a Firm’s Product-Recall Strategy Affect Its Financial Value? An Examination of Strategic Alternatives During Product-Harm Crises. Journal of Marketing, 73(6): 214-226.
21. Chiu, S. P., Chou, H. W. ve Chiu, C. M. (2013). The Antecedents of Buyers’ Perceived Justice in Online Markets. Cyberpsychology, Behavior, and Social Networking, 16(7): 536-542.
22. Choi, Y. ve Lin, Y. H. (2009). Consumer Responses to Mattel Product Recalls Posted on Online Bulletin Boards: Exploring Two Types of Emotion. Journal of Public Relations Research, 21(2): 198-207.
23. Chu, T. H., Lin, C. C. ve Prather, L. J. (2005). An Extension of Security Price Reactions around Product Recall Announcements. Quarterly Journal of Business & Economics, 44(3/4): 33-49.
24. Clark, T. (1988). The Concept of a Marketing Crisis. Journal of the Academy of Marketing Science, 16(2): 43-48.
25. Cleeren, K. (2015). Using Advertising and Price to Mitigate Losses in a Product-Harm Crisis. Business Horizons, 58(2): 157-162.
26. Cleeren, K., Dekimpe, M. G. ve Van Heerde, H. J. (2017). Marketing Research on Product-Harm Crises: A Review, Managerial Implications, and an Agenda for Future Research. Journal of the Academy of Marketing Science, 45(5): 593-615.
27. Cleeren, K., Dekimpe, M. ve Helsen, K. (2008). Weathering Product-Harm Crises. Journal of the Academy of Marketing Science, 36(2): 262-270.
28. Cleeren, K., Van Heerde, H. J. ve Dekimpe, M. G. (2013). Rising from the Ashes: How Brands and Categories Can Overcome Product-Harm Crises. Journal of Marketing, 77(2): 58-77.
29. Collins, A. M. ve Loftus, E. F. (1975). A Spreading-Activation Theory of Semantic Processing. Psychological Bulletin, 82(6): 407-428.
30. Coombs, W. T. (1998). An Analytic Framework for Crisis Situations: Better Responses from a Better Understanding of the Situation. Journal of Public Relations Research, 10(3): 177-191.
31. Coombs, W. T. (2006). The Protective Powers of Crisis Response Strategies. Journal of Promotion Management, 12(3-4): 241-260.
32. Coombs, W. T. (2007). Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory. Corporate Reputation Review, 10(3): 163-176.
33. Coombs, W. T. (2012). Ongoing Crisis Communication: Planning, Managing, And Responding (3rd ed.). California: Sage Publications Inc.
34. CPSC. (2016). 2016 Annual Report to The President and Congress. United States Consumer Product Safety Commission. Access Address: https://www.cpsc.gov/About-CPSC/Agency-Reports/Annual-Reports, (Access date: 25.08.2019).
35. CPSC. (2017). 2017 Annual Report to The President and Congress. United States Consumer Product Safety Commission. Access Address: https://www.cpsc.gov/About-CPSC/Agency-Reports/Annual-Reports, (Access date: 25.08.2019).
36. Darling, J., Seristö, H. ve Gabrielsson, M. (2009). Anatomy of Crisis Management: A Case Focusing on A Major Cross-Cultural Clash within Daimler Chrysler. In A. V. Balakrishna (Ed.), Corporate Crisis Management: Concepts and Cases (343-360). America: ICFAI University Press.
37. Davies, H. ve Walters, M. (1998). Do All Crises Have to Become Disasters? Risk and Risk Mitigation. Property Management, 16(1): 5-9.
38. Dawar, N. (1998). Product-Harm Crises and The Signaling Ability of Brands. International Studies of Management & Organization, 28(3): 109-119.
39. Dawar, N. ve Pillutla, M. M. (2000). Impact of Product-Harm Crises on Brand Equity: The Moderating Role of Consumer Expectations. Journal of Marketing Research, 37(2): 215-226.
40. De Alessi, L. D. ve Staaf, R. J. (1994). What Does Reputation Really Assure? The Relationship of Trademarks to Expectations and Legal Remedies. Economic Inquiry, 32(3): 477-485.
41. Dutta, S. ve Pullig, C. (2011). Effectiveness of Corporate Responses to Brand Crises: The Role of Crisis Type and Response Strategies. Journal of Business Research, 64(12): 1281-1287.
42. Dutton, J. E. (1986). The Processing of Crisis and Non-Crisis Strategic Issues. Journal of Management Studies, 23(5): 501-517.
43. Eagle, L., Rose, L. C., Kitchen, P. J. ve Hawkins, J. (2005). Regulatory Oversight or Lack of Foresight? Implications for Product Recall Policies and Procedures. Journal of Consumer Policy, 28(4): 433-460.
44. Eilert, A. M. (2013). Brand Reputation and Product Recall. Unpublished Doctorate Thesis. South Carolina: University of South Carolina, Darla Moore School of Business.
45. Eilert, M., Jayachandran, S., Kalaignanam, K. ve Swartz, T. A. (2017). Does It Pay to Recall Your Product Early? An Empirical Investigation in the Automobile Industry. Journal of Marketing, 81(3): 111-129.
46. Ellsberg, D. (1961). Risk, Ambiguity, and the Savage Axioms. The Quarterly Journal of Economics, 75(4): 643-669.
47. Ergen Keleş, F. H. (2019). The Impact of Product Recall Message on Financial Value. Unpublished Doctoral Thesis, Istanbul Technical University, Graduate School of Arts and Social Sciences.
48. Erol, F. (2020). Kusurlu Ürün Krizlerinde Kullanılan Stratejilerin Ürüne Yönelik Değerlendirme ve Tekrar Satın Alma Niyetine Etkisi: İki Kültürde Bir Araştırma. Yayımlanmamış Doktora Tezi, Anadolu Üniversitesi, Sosyal Bilimler Enstitüsü.
49. Erzurumlu, İ. (2019). Essays on Product Failures and Firm Financial Performance. Unpublished Doctoral Thesis, Koç University, Graduate School of Business.
50. Ferrer, R. ve Perrone, H. (2017). Consumers’ Costly Responses to Product-Harm Crises. Economics Working Papers 1571, Department of Economics and Business, Universitat Pompeu Fabra.
51. Fink, S. (2000). Crisis Management: Planning for Inevitable (2000). Lincoln, Neb: From Iuniverse Transferred by Kalbassi, C. And Kauf, P. (2017). Identifying Crisis Characteristics: Cross-Case Relevant Crisis Character Variables for Public Administrations. Risk, Hazards & Crisis in Public Policy, 8(1), Pp. 69.
52. Forbes. (2017). https://www.forbes.com/sites/maribellopez/2017/01/22/samsung-reveals-cause-of-note-7-issue-turns-crisis-into-opportunity/?sh=46b43dad24f1, (Access date: 23.01.2021). Furnham, A. ve Ribchester, T. (1995). Tolerance Of Ambiguity: A Review of The Concept, Its Measurement and Applications. Current Psychology, 14(3): 179-199.
53. Gao, H., Knight, J. G., Zhang, H., Mather, D. ve Tan, L. P. (2012). Consumer Scapegoating During a Systemic Product-Harm Crisis. Journal of Marketing Management, 28(11-12): 1270-1290.
54. Gao, H., Xie, J., Wang, Q. ve Wilbur, K. C. (2015). Should Ad Spending Increase or Decrease Before a Recall Announcement? The Marketing–Finance Interface in Product-Harm Crisis Management. Journal of Marketing, 79(5): 80-99.
55. Germann, F., Grewal, R., Ross Jr., W. T. ve Srivastava, R. K. (2014). Product Recalls and The Moderating Role of Brand Commitment. Mark Lett, 25(2): 179-191.
56. Gibson, D. C. (1995). Public Relations Considerations of Consumer Product Recall. Public Relations Review, 21(3): 225-240.
57. Gilly, M. C. ve Hansen, R. W. (1985). Consumer Complaint Handling as a Strategic Marketing Tool. Journal of Consumer Marketing, 2(4): 5-16.
58. Grunwald, G. ve Hempelmann, B. (2010). Impacts of Reputation for Quality on Perceptions of Company Responsibility and Product-Related Dangers in Times of Product-Recall and Public Complaints Crises: Results from an Empirical Investigation. Corporate Reputation Review, 13(4): 264-283.
59. Gundel, S. (2005). Towards a New Typology of Crises. Journal of Contingencies and Crisis Management, 13(3): 106-115.
60. Hale, J. E., Dulek, R. E. ve Hale, D. P. (2005). Crisis Response Communication Challenges: Building Theory from Qualitative Data. Journal of Business Communication, 42(2): 112-134.
61. Hansen, N., Kupfer, A. K. ve Hennig-Thurau, T. (2018). Brand Crises in the Digital Age: The Short- and Long-Term Effects of Social Media Firestorms on Consumers and Brands. International Journal of Research in Marketing, 35(4): 557-574.
62. Haunschild, P. R. ve Rhee, M. (2004). The Role of Volition in Organizational Learning: The Case of Automotive Product Recalls. Management Science, 50(11): 1545-1560.
63. Hora, M., Bapuji, H. ve Roth, A. V. (2011). Safety Hazard and Time to Recall: The Role of Recall Strategy, Product Defect Type, and Supply Chain Player in The U.S. Toy Industry. Journal of Operations Management, 29(7-8): 766-777.
64. Hsu, L. ve Lawrence, B. (2016). The Role of Social Media and Brand Equity During a Product Recall Crisis: A Shareholder Value Perspective. International Journal of Research in Marketing, 33(1): 59-77.
65. Hsu, M. Y. T. ve Cheng, J. M. S. (2018). fMRI Neuromarketing and Consumer Learning Theory: Word-of-Mouth Effectiveness After Product Harm Crisis. European Journal of Marketing, 52(1/2): 199-223.
66. http-1: https://europa.eu/rapid/press-release_MEMO-14-214_en.htm, (Access date: 25.08.2019).
67. http-2: https://www.ticaret.gov.tr/urun-guvenligi/piyasa-gozetimi-ve-denetimi, (Erişim tarihi: 25.08.2019).
68. http-3: https://www.sanayi.gov.tr/?lang=tr, (Erişim tarihi: 25.08.2019).
69. Huang, Y. (2008). Trust and Relational Commitment in Corporate Crises: The Effects of Crisis Communicative Strategy and form of Crisis Response. Journal of Public Relations Research, 20(3): 297-327.
70. Hyun, J. H. ve Choi, S. B. (2018). Consumer Purchase Intention of a Cosmetic Product After the Fukushima Nuclear Incident. Social Behavior and Personality, 46(4): 551-562.
71. Jarrel, G. ve Peltzman, S. (1985). The Impact of Product Recalls on the Wealth of Sellers. Journal of Political Economy, 93(3): 512-536.
72. Jiang, L., Magnan, M., Su, L. N. ve Zhang, S. (2018). Damage Control: Earnings Management by Firms Facing Product Harm Crises. CIRANO Working Papers, 2018s-01, CIRANO.
73. Johnsson, J., Levin, A. ve Weiss, R. (2019, 24 August). Boeing 737 Max’s Certification Flight Likely to Occur in October. Bloomberg. Access Address: https://www.bloomberg.com, (Access date: 25.08.2019).
74. Jung, H. K. (2011). The Impact of Perception Factors on Consumer Reaction under Product Recalls. Academy of Business Research Journal, 1(2011): 73-92.
75. Kabak, I. W. ve Siomkos, G. (1990). How Can an Industrial Crisis Be Managed Effectively? Industrial Engineering, 22(6): 18-21.
76. Kahraman, A. (2016). Kurumsal Sosyal Sorumluluk Faaliyetlerinin Ürüne İlişkin Kriz Dönemlerinde Tüketicilerin Satın Almaya Yönelik Davranışlarına Etkisi: Atfetme Teorisine Yönelik Bir Uygulama. Yayımlanmamış Doktora Tezi, Celal Bayar Üniversitesi, Sosyal Bilimler Enstitüsü.
77. Kalaignanam, K., Kushwaha, T. ve Eilert, M. (2013). The Impact of Product Recalls on Future Product Reliability and Future Accidents: Evidence from the Automobile Industry. Journal of Marketing, 77(2): 41-57
78. Ketchen, D. J. Jr., Wowak, K. D. ve Craighead, C. W. (2014). Resource Gaps and Resource Orchestration Shortfalls İn Supply Chain Management: The Case of Product Recalls. Journal of Supply Chain Management, 50(3): 6-15.
79. Khamitov, M., Grégoire, Y. ve Suri, A. (2020). A Systematic Review of Brand Transgression, Service Failure Recovery and Product-Harm Crisis: Integration and Guiding Insights. Journal of the Academy of Marketing Science, 48(3): 519-542.
80. Kılıç, S. İ. (2019). Marka Krizi Çerçevesinde Çevre Bilinci, Marka Güveni, Marka Duygusu, Olumsuz Bilgiye Karşı Direnç ve Tekrar Satın Alma Niyetinin İncelenmesi. Yayımlanmamış Yüksek Lisans Tezi, Hacettepe Üniversitesi, Sosyal Bilimler Enstitüsü.
81. Kılınç, Ö. ve Bayçu, S. (2020). Kriz İletişiminde Duygular ve Kültür: Karma Bir Araştırma. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 22(1): 73-103.
82. Kim, Y. ve Woo, C. W. (2019). The Buffering Effects of CSR Reputation in Times of Product-Harm Crisis. Corporate Communications: An International Journal, 24(1): 21-43.
83. Klein, J. ve Dawar, N. (2004). Corporate Social Responsibility and Consumers’ Attributions and Brand Evaluations in a Product-Harm Crisis. International Journal of Research in Marketing, 21(3): 203-217.
84. Korkofingas, C. ve Ang, L. (2011). Product Recall, Brand Equity, and Future Choice. Journal of Marketing Management, 27(9-10): 959-975.
85. Kumar, S. ve Budin, E. M. (2006). Prevention and Management of Product Recalls in the Processed Food Industry: A Case Study Based on an Exporter’s Perspective. Technovation, 26(5-6): 739-750.
86. Laufer, D. (2012). How Should a Global Brand Manager Respond to an Ambiguous Product Harm Crisis? In K, Swan and S. Zou (Eds.) Interdisciplinary Approaches to Product Design, Innovation, & Branding in International Marketing (Advances in International Marketing, Vol. 23), Emerald Group Publishing Limited, Bingley, 91-107.
87. Laufer, D. ve Coombs, W. T. (2006). How Should a Company Respond to a Product Harm Crisis? The Role of Corporate Reputation and Consumer-Based Cues. Business Horizons, 49(5): 379-385.
88. Laufer, D. ve Gillespie, K. (2004). Differences in Consumer Attributions of Blame Between Men And women: The Role of Perceived Vulnerability and Empathic Concern. Psychology & Marketing, 21(2): 141-157
89. Laufer, D., Garrett, T. C. ve Ning, B. (2018). The Moderating Role of Power Distance on the Reaction of Consumers to the CEO as a Spokesperson During a Product Harm Crisis: Insights from China and South Korea. Journal of International Management, 24(3): 215-221.
90. Lee, B. K. (2005). Hong Kong Consumers’ Evaluation in an Airline Crash: a Path Model Analysis. Journal of Public Relations Research, 17(4): 363-391.
91. Lee, S. Y. ve Atkinson, Y. (2019). Never Easy to Say “Sorry”: Exploring the Interplay of Crisis Involvement, Brand Image, and Message Appeal in Developing Effective Corporate Apologies. Public Relations Review, 45(1): 178-188.
92. Lei, J., Dawar, N. ve Gürhan-Canli, Z. (2012). Base-rate Information in Consumer Attributions of Product-Harm Crises. Journal of Marketing Research, 49(3): 336-348.
93. Lei, J., Dawar, N. ve Lemmink, J. (2008). Negative Spillover in Brand Portfolios: Exploring the Antecedents of Asymmetric Effects. Journal of Marketing, 72(3): 111-123.
94. Levinthal, D. A. ve March, J. G. (1993). The Myopia of Learning. Strategic Management Journal, 14(2): 95-112.
95. Li, M. ve Wei, H. (2016). How to Save Brand After Crises? A Literature Review on Brand Crisis Management. American Journal of Industrial and Business Management, 6: 89-96.
96. Liu, A. X., Liu, Y. ve Luo, T. (2016). What Drives a Firm’s Choice of Product Recall Remedy? The Impact of Remedy Cost, Product Hazard, and the CEO. Journal of Marketing, 80(3): 79-95.
97. Liu, Y. ve Shankar, V. (2015). The Dynamic Impact of Product-Harm Crises on Brand Preference and Advertising Effectiveness: An Empirical Analysis of the Automobile Industry. Management Science, 61(10): 2514-2535.
98. Liu, Y., Shankar, V. ve Yun, W. (2017). Crisis Management Strategies and the Long-Term Effects of Product Recalls on Firm Value. Journal of Marketing, 81(5): 30-48.
99. Luo, Y. (2008). A Strategic Analysis of Product Recalls: The Role of Moral Degradation and Organizational Control. Management and Organization Review, 4(2): 183-196.
100. Ma, B., Zhang, L., Li, F. ve Wang, G. (2010). The Effects of Product-Harm Crisis on Brand Performance. International Journal of Market Research, 52(4): 443-458.
101. Magno, F. (2012). Managing Product Recalls: The Effects of Time, Responsible Vs. Opportunistic Recall Management and Blame on Consumers Attitudes. Procedia - Social and Behavioral Sciences, 58(2012): 1309-1315.
102. Marcus, A. A. ve Goodman, R. S. (1991). Victims and Shareholders: The Dilemmas of Presenting Corporate Policy During a Crisis. The Academy of Management Journal, 34(2): 281-305.
103. Marsh, T. L., Schroeder, T. C. ve Mintert, J. (2004). Impacts of Meat Product Recalls on Consumer Demand in the USA. Applied Economics, 36(9): 897-909.
104. Mitroff, I. I. (2004). Crisis Leadership: Planning for The Unthinkable. New York: John Wiley & Sons.
105. Mowen, J. C. (1980). Further Information on Consumer Perceptions of Product Recalls. Advances in Consumer Research, 7(1980): 519-523.
106. Muralidharan, E. ve Bapuji, H. (2009). Product Recalls: A Review of Literature. Proceedings of the Annual Conference of the Administrative Sciences Association of Canada, ASAC, 30(6): 44-59.
107. Murray, E. ve Shohen, S. (1992). Lessons from the Tylenol Tragedy on Surviving a Corporate Crisis. Medical Marketing and Media, 27(2): 14-19.
108. Ni, J. Z., Flynn, B. B. ve Jacobs, F. R. (2014). Impact of Product Recall Announcements on Retailers' Financial Value. International Journal of Production Economics, 153(2014): 309-322.
109. Özdemir Çakır, H. (2013). Ürün Geri Çağırma Stratejilerinin Marka İmajı ve Tüketicilerin Satın Alma Niyetleri Üzerindeki Etkisi: Otomotiv Sektörü Üzerine Bir Uygulama. Erciyes İletişim Dergisi, 3(2): 44-56.
110. Özdemir, H. (2018). Ürün Geri Çağırma Tüketicileri Nasıl Etkiler? Marka İmajı ve Satın Alma Davranışı Üzerine Bir Araştırma. Üçüncü Sektör Sosyal Ekonomi, 53(3):1198-1208.
111. Pearson, C. M. ve Clair, J. A. (1998). Reframing Crisis Management. The Academy of Management Review, 23(1): 59-76.
112. Pennings, J. M. E., Wansink, B. ve Meulenberg, M. T. G. (2002). A Note on Modeling Consumer Reactions to a Crisis: The Case of the Mad Cow Disease. International Journal of Research in Marketing, 19(1): 91-100.
113. Pizam, A. (1999). A Comprehensive Approach to Classifying Acts of Crime and Violence at Tourism Destinations. Journal of Travel Research, 38(1): 5-12.
114. Puzakova, M., Kwak, H. ve Rocereto, J. F. (2013). When Humanizing Brands Goes Wrong: The Detrimental Effect of Brand Anthropomorphization Amid Product Wrongdoings. Journal of Marketing, 77(3): 81-100.
115. Rea, B., Wang, Y. J. ve Stoner, J. (2014). When a Brand Caught Fire: The Role of Brand Equity in Product-Harm Crisis. Management Decision, 47(4): 590-602.
116. Reich, B. J., Campbell, T. ve Madrigal, R. (2019). Who Deserves Faulty Products? How Blaming the Victim Prevents Consumer Punitive Action. Journal of Consumer Psychology, 30(1): 60-76.
117. Reuters. (2016). https://www.reuters.com/article/us-samsung-elec-smartphones-timeline-idUSKCN12J03Z, (Access date: 23.01.2021).
118. Rhee, M. ve Haunschild, P. R. (2006). The Liability of Good Reputation: A Study of Product Recalls in The U.S. Automobile Industry. Organization Science, 17(1): 101-117.
119. Roehm, M. L. ve Tybout, A. M. (2006). When Will a Brand Scandal Spill Over, and How Should Competitors Respond? Journal Of Marketing Research, 43(3): 366-373.
120. Roschk, H. ve Gelbrich, K. (2014). Identifying Appropriate Compensation Types for Service Failures: a Meta-Analytic and Experimental Analysis. Journal of Service Research, 17(2): 195-211.
121. Rubel, O., Naik, P. A. ve Srinivasan, S. (2011). Optimal Advertising When Envisioning a Product-Harm Crisis. Marketing Science, 30(6): 1048-1065.
122. Rupp, N. G. (2004). The Attributes of a Costly Recall: Evidence from the Automotive Industry. Review Of Industrial Organization, 25(1): 21-44.
123. Salin, V. ve Hooker, N. H. (2001). Stock Market Reaction to Food Recalls. Review of Agricultural Economics, 23(1): 33-46.
124. Samaraweera, G. C., Li, C. ve Qing, P. (2014). Mitigating Product Harm Crises and Making Markets Sustainable: How Does National Culture Matter? Sustainability, 6: 2642-2657.
125. Shah, R., Ball, G. P. ve Netessine, S. (2017). Plant Operations and Product Recalls in the Automotive Industry: An Empirical Investigation. Management Science, 63(8): 2439-2459.
126. Shrivastava, P. ve Siomkos, G. (1989). Disaster Containment Strategies. Journal of Business Strategy, 10(5): 26-30.
127. Shrivastava, P., Mitroff, I. I., Miller, D. ve Miglani, A. (1988). Understanding Industrial Crises. Journal of Management Studies, 25(4): 285-303.
128. Singh, J., Crisafulli, B. ve Quamina, L. T. (2019). ‘Corporate Image at Stake’: The Impact of Crises and Response Strategies on Consumer Perceptions of Corporate Brand Alliances. J. of Business Research, https://doi.org/10.1016/j.jbusres.2019.01.014.
129. Siomkos, G. (1989). Managing Product-Harm Crises. Industrial Crisis Quarterly, 3(1): 41-60.
130. Siomkos, G. J. (1999). On Achieving Exoneration After a Product Safety Industrial Crisis. Journal of Business & Industrial Marketing, 14(1): 17-29.
131. Siomkos, G. J. ve Kurzbard, G. (1992). Product Harm Crisis at the Crossroads: Monitoring Recovery of Replacement Products. Industrial Crisis Quarterly, 6(4): 279-294.
132. Siomkos, G. J. ve Kurzbard, G. (1994). The Hidden Crisis in Product‐Harm Crisis Management. European Journal of Marketing, 28(2): 30-41.
133. Siomkos, G. J. ve Malliaris, P. G. (1992). Consumer Response to Company Communication During a Product Harm Crisis. Journal of Applied Business Research, 8(4): 59-65.
134. Siomkos, G. ve Shrivastava, P. (1993). Responding to Product Liability Crises. Long Range Planning, 26(5): 72-79.
135. Smith, N. C., Thomas, R. J. ve Quelch, J. A. (1996). A Strategic Approach to Managing Product Recalls. Harvard Business Review, 74(5): 102-112.
136. Souiden, N. ve Pons, F. (2009). Product Recall Crisis Management: The Impact on Manufacturer's Image, Consumer Loyalty and Purchase Intention. Journal of Product & Brand Management, 18(2): 106-114.
137. Standop, D. (2006). Product Recall Versus Business as Usual: A Preliminary Analysis of Decision-Making in Potential Product-Related Crises. 99th EAAE Seminar ‘Trust and Risk in Business, Presented at Networks, Bonn, Germany.
138. Steinbach, A. L. (2016). Climbing Out of The Hole or Digging Deeper: A Model of Customer Reactions to Product Recalls and Recalling Firm Responses. Unpublished Doctorate Thesis. America: Michigan State University, Business Administration, Strategic Management.
139. Su, L., Stepchenkova, S. ve Kirilenko, A. P. (2019). Online Public Response to a Service Failure Incident: Implications for Crisis Communications. Tourism Management, 73(2019): 1-12.
140. Sullivan, M. (1990). Measuring Image Spillovers in Umbrella-Brand Products. Journal Of Business, 63(3): 309-329.
141. Taylor, M. (2000). Cultural Variance as a Challenge to Global Public Relations: A Case Study of the Coca-Cola Scare in Europe. Public Relations Review, 26(3): 277-293.
142. The Washington Post. (2018). https://www.washingtonpost.com/business/how-samsung-moved-beyond-its-exploding-phones/2018/02/23/5675632c-182f-11e8-b681-2d4d462a1921_story.html, (Access date: 23.01.2021).
143. Thirumalai, S. ve Sinha, K. K. (2011). Product Recalls in the Medical Device Industry: An Empirical Exploration of the Sources and Financial Consequences. Management Science, 57(2): 376-392.
144. Trendel, O., Mazodier, M. ve Vohs, K. D. (2018). Making Warnings About Misleading Advertising and Product Recalls More Effective: An Implicit Attitude Perspective. Journal of Marketing Research, 55(2): 265-276.
145. Trump, R. K. ve Newman, K. P. (2017). When Do Unethical Brand Perceptions Spill Over to Competitors? Marketing Letters, 28(2): 219-230.
146. Tsang, A. S. L. (2000). Military Doctrine in Crisis Management: Three Beverage Contamination Cases. Business Horizons, 43(5): 65-73.
147. Turk, J. V., Jin, Y., Steward, S., Kim, J. ve Hipple, J. R. (2012). Examining the Interplay of an Organization’s Prior Reputation, CEO’s Visibility, and Immediate Response to a Crisis. Public Relations Review, 38(4): 574-583.
148. Ulmer, R. R. ve Sellnow, T. L. (2000). Consistent Questions of Ambiguity in Organizational Crisis Communication: Jack in the Box as a Case Study. Journal of Business Ethics, 25(2): 143-155.
149. Utz, S., Schultz, F. ve Glocka, S. (2013). Crisis Communication Online: How Medium, Crisis Type and Emotions Affected Public Reactions in the Fukushima Daiichi Nuclear Disaster. Public Relations Review, 39(1): 40-46.
150. Van Heerde, H. J., Helsen, K. ve Dekimpe, M. G. (2005). Managing Product-Harm Crises. Research Paper ERS-2005-044-MKT, Rotterdam School of Management, Erasmus Research Institute of Management (ERIM), Erasmus University and Erasmus School of Economics, Rotterdam, July 29: 1-35.
151. Van Heerde, H., Helsen, K. ve Dekimpe, M. G. (2007). The Impact of a Product-Harm Crisis on Marketing Effectiveness. Marketing Science, 26(2): 230-245.
152. Vassilikopoulou, A., Lepetsos, A., Siomkos, G. ve Chatzipanagiotou, K. (2009). The Importance of Factors Influencing Product-Harm Crisis Management Across Different Crisis Extent Levels: A Conjoint Analysis. Journal of Targeting, Measurement and Analysis for Marketing, 17(1): 65-74.
153. Wang, C. Y. (2019). Cross-Over Effects of Corporate Reputation and Store Image: Role of Knowledge and Involvement. Management Decision, 57(11): 3096-3111.
154. Wei, J., Zhao, M., Wang, F., Cheng, P. ve Zhao, D. (2016). An Empirical Study of the Volkswagen Crisis in China: Customers’ Information Processing and Behavioral Intentions. Risk Analysis, 36(1): 114-129.
155. Weinberger, M. G. ve Romeo, J. B. (1989). The Impact of Negative Product News. Business Horizons, 2(1): 44-50.
156. Whelan, J. ve Dawar, N. (2016). Attributions of Blame Following a Product-Harm Crisis Depend on Consumers’ Attachment Styles. Marketing Letters, 27(2): 285-294.
157. Whitler, K. A., Besharat, A. ve Kashmiri, S. (2021). Exogenous Brand Crises: Brand Infection and Contamination. Marketing Letters, 32(2021): 129-133.
158. Williams, D. E. ve Olaniran, B. A. (1994). Exxon’s Decision-Making Flaws: The Hypervigilant Response to the Valdez Grounding. Public Relations Review, 20(1): 5-18.
159. Williams, H. B. (1957). Some Functions of Communication in Crisis Behavior. Human Organization, 16(2): 15-19.
160. Wowak, K. D. ve Boone, C. A. (2015). So Many Recalls, So Little Research: A Review of the Literature and Road Map for Future Research. Journal of Supply Chain Management, 51(4): 54-72.
161. Xie, Y. ve Keh, H. T. (2016). Taming the Blame Game: Using Promotion Programs to Counter Product-Harm Crises. Journal of Advertising, 45(2): 211-226.
162. Xie, Y. ve Peng, S. (2009). How to Repair Customer Trust After Negative Publicity: The Roles of Competence, Integrity, Benevolence, and Forgiveness. Psychology and Marketing, 26(7): 572-589.
163. Yakut, E. (2018a). The Effect of Intentionality of Wrongdoing and Corporate Reputation on Consumer Perceptions and Repurchase Intentions in Product Recall Situations. Unpublished Doctoral Thesis, Dokuz Eylül University, Graduate School of Social Sciences.
164. Yakut, E. (2018b). Examination of Product Recalls in Terms of Attribution Theory in the Marketing Context: A Qualitative Meta-Analysis. Yönetim ve Ekonomi, 25(2): 351-367.
165. Zavala, A. ve Ramirez-Marquez, J. E. (2019). Visual Analytics for Identifying Product Disruptions and Effects Via Social Media. International Journal of Production Economics, 208(2019): 544-559.
166. Zhao, Y., Zhao, Y. ve Helsen, K. (2011). Consumer Learning in a Turbulent Market Environment: Modeling Consumer Choice Dynamics in the Wake of a Product-Harm Crisis. Journal of Marketing Research, 48(2): 255-267.
167. Zheng, B., Liu, H. ve Davison, R. M. (2018). Exploring the Relationship Between Corporate Reputation and the Public’s Crisis Communication on Social Media. Public Relations Review, 44(1): 56-64.
168. Zyglidopoulos, S. C. (2001). The Impact of Accidents on Firms’ Reputation for Social Performance. Business & Society, 40(4): 416-441.