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Two Essays Examining Consumer Responses To Product And Service Failures, Sotires Pagiavlas
Two Essays Examining Consumer Responses To Product And Service Failures, Sotires Pagiavlas
Theses and Dissertations
This dissertation is comprised of two essays that examine consumer responses to product and service failures. In essay 1, I use the U.S. automobile industry as a backdrop to investigate how consumers respond when their products experience a defect-related failure identified by the manufacturer that necessitates a recall. I develop a conceptual framework to test the impact of a regulator-initiated digital marketing campaign (DMC) on consumer compliance to product recalls. The empirical context is the launch of a nationwide DMC by the U.S. automobile industry’s regulator. The analysis spans 12 quarters of recall completion data pertaining to 296 recalls falling …
Unintended Consequences Of Regulated Contract Structure, Bryan W. Stewart
Unintended Consequences Of Regulated Contract Structure, Bryan W. Stewart
Theses and Dissertations
This study examines the effect of contract structure (fixed versus contingent) and a contextual factor (positive versus negative benefit surprise) on tax professionals' behavior. Regulatory restrictions on contract structure are based on the belief that contingent fee contracts "encourage tax return preparers to take unsupported positions on the taxpayers' returns" (Murphy 1989, p. 2). Experienced tax professionals participated in an experiment investigating the effect of contract structure and benefit surprise on their judgments and decisions. Contrary to regulators' beliefs about the effect of contingent fee structures, I do not find a main effect of contract structure. Rather, results show that …