Responding to Ethical and Competence Failures

Two studies investigate the effect that a firm’s response (accepting responsibility for a failure or denying the allegations that a failure has occurred) has on consumer’s attitude towards the firm. It is argued that the effect on the attitude towards the firm depends on whether the failure is deemed to be an ethical failure or a competence failure. As expected the results indicate that denying ethical failures or accepting responsibility for competence failures results in more favorable attitudes compared to accepting ethical failures or denying competence failures.



Citation:

Sekar Raju and Priyali Rajagopal (2008) ,"Responding to Ethical and Competence Failures", in NA - Advances in Consumer Research Volume 35, eds. Angela Y. Lee and Dilip Soman, Duluth, MN : Association for Consumer Research, Pages: 855-856.

Authors

Sekar Raju, Iowa State University, Ames
Priyali Rajagopal, Southern Methodist University, Dallas



Volume

NA - Advances in Consumer Research Volume 35 | 2008



Share Proceeding

Featured papers

See More

Featured

B8. Factors Influencing Collaborative Consumption Usage in the US market: An Exploratory Study

Pia Annette Albinsson, Appalachian State University
B. Yasanthi Perera, Brock University, Canada
Bidisha Burman, University of Mary Washington
Lubna Nafees, Appalachian State University

Read More

Featured

How the Voice Persuades

Alex Van Zant, Rutgers University, USA
Jonah Berger, University of Pennsylvania, USA

Read More

Featured

O5. The Effect of Synchrony on Non-Human Objects Involved in the Synchronous Performance

Xiaoyin YE, Xiamen University
Jun YE, Xiamen University

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.