The effects of firm actions on customers’ responses to product recall crises: analyzing an automobile recall in China

In times of product-harm crises, the involved firms always employ some countermeasures, such as releasing messages relevant to their response actions. To evaluate the influence of these messages on the perceptions and behavioral responses of corporate customers relative to the recalls, we conducted a case study of the Volkswagen automobile recall in China in 2013. Guided by the protective action decision model, we developed a conceptual model to first study customers’ responses to the recall crisis. Based on this model, we further examined the influence of two types of firm actions, namely technical and ceremonial, on the customer crisis-coping process. Results show that product experience, risk perception, and information seeking significantly influence customers’ behavioral intentions during the product recall crisis. Customers in the technical action group exhibit a higher level of risk perception based on their product experience and have a higher likelihood of seeking information. However, information seeking fails to influence their behavioral intentions. Ceremonial actions overcome the disadvantages of technical actions, but customers’ lack of solution information should be met. In this sense, crisis-involved firms are encouraged to employ a combination strategy including the implementation of the two types of firm actions and then promptly release the messages containing both actions.     

Is it all about awareness? The normalization of coastal risk

Coastal risk is already high in several parts of the world and is expected to be amplified by climate change, which makes it necessary to outline effective risk management strategies. Risk managers assume that increasing awareness of coastal risk is the key to public support and endorsement of risk management strategies – an assumption that underlies a common worldview on the public understanding of science, which has been named the deficit model. We argue that the effects of awareness are not as straightforward. In particular, awareness of coastal hazards might not lead to more technically accurate risk perceptions. Based on research on risk perception normalization, we explored the hypothesis that coastal risk awareness reduces coastal risk perception – in particular the perceived likelihood of occurrence of coastal hazards – through its effect on reliance on protective measures to prevent risk. Individuals can rely on protective measures, even when those are not effective, as a positive illusion to reduce risk perception. This effect might be stronger for higher probability hazards and for permanent residents of costal zones. Data from 410 individuals living in coastal zones corroborated most of our expectations. Global results demonstrated a risk normalization effect mediated by reliance on current measures. Additional analyses made clear that this effect occurred in 2 of the 5 high-probability hazards (flood and storm), and not in the low-probability hazard (tsunami). Normalization might be more likely among high-probability hazards which entail catastrophic and immediate impacts. This effect was also found among permanent residents, but not among temporary residents. Results imply that coastal risk management might benefit from (a) taking risk perception normalization effects into account, (b) tailoring strategies for permanent and temporary residents and (c) promoting a higher public engagement, which would facilitate a more adaptive and effective coping with coastal risk than the use of positive illusions.     

Public perception and responses to environmental pollution and health risks: evaluation and implication from a national survey in China

Concerns have been raised among policy-makers, researchers and Chinese citizens regarding the widespread environmental degradation that has occurred in China in recent decades. Years of environmental education and media coverage on pollution harm and health risks have not only provided information about pollution to the public, but have also strengthened people’s concerns. However, an ‘intense focus’ on pollution is far from sufficient; at present, it is necessary to assess to what extent the public can identify specific environmental conditions and whether they are ready to cope with potential health risks from pollution. Through face-to-face surveys on trains and at railway stations nationwide, we investigated public experiences of environmental pollution accidents, perceptions of local environmental risks (focused on air and water quality) and responses to local environmental conditions. By comparing public perceptions with official environmental monitoring data-sets, we concluded that the accuracy of perceptions related to four environmental factors ranged from 40 to 60% at the individual scale. Furthermore, the accuracies increased approximately 2–10% at the county scale and 10–30% at the city scale, highlighting the possible benefits of collective intelligence in helping the public to identify existing environment conditions more accurately. Additionally, despite great concerns about pollution and health, public attitudes toward coping with the dangers of pollution and health risks were found to be indifferent. Our study revealed factors at the individual, social and governmental levels that led to low levels of perception accuracy and response scores. Thereout, we stressed potential pathways to improve the accuracy of public perception and the positivity of responses. The survey results indicate that there is a long way to go before the public is well prepared to cope with the risks of pollution; as a consequence, it is necessary to improve both personal environmental awareness as well as governmental, social and commercial responses to pollution events.     

A longitudinal study of concern and judged risk: the case of Ebola in the United States, 2014–2015

The goal of the present study was to investigate whether playing a serious game concerning natural and man-made risks leads to increased risk awareness and additional information search. As an experimental task, we developed a serious board game. Fifty-six students participated in the experiment; half of them played the serious game whereas the other half only filled in a questionnaire at pretest and posttest (after two weeks). Participants who had played the game were more aware of risks in their own environment. Furthermore, playing the serious game counterbalanced the decline in self-efficacy as seen in the control condition. In both conditions, participants gathered more information on natural risks. This positive effect in the control condition is probably a side effect of the method used: a reasonably elaborate questionnaire in combination with a delay of two weeks. In all, the results provide a positive basis for further development of the game and to use it on a larger scale to empower citizens to take more responsibility for their own safety.     

Do closed survey questions overestimate public perceptions of food risks?

In this paper, we show that the widely accepted methodology for the assessment of risk perception – Likert-type survey questions featuring a set of risks with fixed response alternatives measuring the extent of worry or concern – may overestimate food risk perception. Using a European representative sample survey (n = 26,961) that included an open-ended question asking about problems and risks with food and eating, followed by a battery of closed questions (CQs) assessing food risk perception, we find a similar ranking of perceived food risks across the two methods. Across Europe, the five priority concerns are chronic food-related illness; food origins and quality; acute food-related illness; chemical contamination; and adulteration of food. However, the discrepancies between mentioning a risk in the open-ended question and the expression of worry about risks in the CQ are substantial. Of those who did not mention a specific risk category in the open question, between 60 and 83% (depending on risk category) expressed worry in the CQ. This parallels previous research on the fear of crime, showing that survey responses lead to greatly inflated estimates of the public’s fear of crime than is evidenced by qualitative questioning. It is also consistent with evidence from research on cognitive aspects of survey methodology, suggesting that survey questions may frame the respondent’s thinking about an issue. We conclude with recommendations for the use of branched questions in the quantitative elicitation of public perceptions of risk.     

Public priorities and expectations of climate change impacts in the United Kingdom

Irrespective of the success of climate mitigation efforts, societies worldwide face the challenge of adapting to a changing climate. In this paper, we examine UK residents’ expectations of future threats and opportunities associated with climate change impacts, along with willingness to prioritise different climate change impacts for investment. Using a national survey (n = 2007), we report on three main findings. First, UK residents tend to expect threats related to flooding and wet weather to be more likely and concerning than heat extremes or opportunities. Second, UK residents’ expectations of climate change impacts do not align with expert assessments, especially showing lower estimates of heat-related threats as compared to experts. Third, willingness to allocate resources to potential climate change impacts tends to be more strongly associated with anticipated concern should they occur than climate change belief or the expected likelihood of them occurring. We discuss the implications of our findings for policies and communications about climate change adaptation in the UK and elsewhere.     

A life history approach to perceptions of global climate change risk: young adults’ experiences about impacts,causes, and solutions

Although the general acceptance of human-influenced global climate change within the technical sphere of science is important to consider, public perceptions of global climate change risks, impacts, causes, and solutions are as important to policy actions as scientific findings. Yet, studies analyzing climate change risk perceptions suffer from a number of limitations or use only a handful of approaches. Using a limited life history approach, this article answers calls for additional qualitative approaches in risk perception research. This article (1) introduces risk perception researchers to the limited life history method; (2) discovers that young adults articulate climate change solutions at the individual level, often as consumers, and blend their responses to climate change risks and advocacy for solutions with a general, environmentally friendly orientation, a ‘green posture;’ and (3) contends the key sources informing young adults’ perceptions about climate change risk have changed significantly from previous studies.     

Factors contributing to business actions in response to climate change in Korea

Climate change is a growing problem and has been highlighted as a global issue. Empirical evidence increasingly indicates its obvious potential risks to humans and society. As members of this society, business organizations face greatly diverse climate change-related risks that they must recognize and respond to. However, gaps exist between scientific evidence and the actions of business organizations. Few empirical studies have examined the business organizations’ actions taken in response to climate change in Korea. This paper addresses this critical gap in the climate change literature by examining business organizations’ behaviors and identifying the factors influencing their actions. We employ statistical models to compare corporate climate change actions, and we explain their variations using survey data. The results indicate that despite increasing concerns about climate change, businesses have implemented very limited precautionary mitigation and adaptation actions. In addition, the concerns of the businesses about future climate change impact, organizational capacity (leadership, staff capacity, existence of a relevant division or department), and business size are significant factors with respect to the implementation of climate change actions.