This recall type represents a resource scenario shown in quadrant IV of Figure 1 that we dubbed a "resource gap." Overkill recalls occur when a firm has gaps in its resource base and, thus, has a difficult time identifying the boundary scope of the recall.
This recall type represents a resource scenario shown in quadrant I that we dubbed an "orchestration shortfall" (see Figure 1).
This recall type represents a resource scenario shown in quadrant III of Figure 1 that we dubbed "resource discord." This recall manifestation involves both resource gaps and orchestration shortfalls.
TABLE 2 Product Recall Types, Descriptions, and Representative Quotes Recall Type Recall Description Representative Quotes Precise A firm knows exactly "If the product is still recall what is wrong with the in your distribution product, where the network it's a totally products are located, different recall." and retrieves all of the "If you catch something products in question.
As shown in Figure 1, the four recall types are examples of four different resource scenarios--firms that have adequate strategic resources endowments and orchestration to deal with the recall, firms with adequate endowments but inadequate orchestration, firms with inadequate endowments but adequate orchestration, and firms that are inadequate on both dimensions.
Because the four recall types send different signals to consumers, it is apparent that service recovery cannot be approached using a "one size fits all" philosophy.
Given this challenge, our recall types could serve as a linchpin of firm contingencies and crisis management efforts as managers would have a sketch of the crisis encounter (i.e., one of the recall types) and could have a strategy "template" developed in advance that could be adapted to the nuances of the recall.
A 2(description: inaccurate or accurate) x 2(recall type: individual or collaborative) univariate independent subjects analysis of variance (ANOVA) was performed on the proportion of total questions correct.
A 2(description: inaccurate or accurate) x 2(recall type: individual or collaborative) univariate independent subjects ANOVA was also performed on the proportion of critical questions correct, those questions that were discussed in the description.
These results match significant individual contingency tables showing that prompt type and ownership of a current Westpac account were both related to recall type
. Thus, as expected, being a current account customer made people more likely to recall the sponsorship, even when only partly prompted.
The analysis revealed a significant main effect of recall type
[F(1, 77) = 36.84, P [is less than] .01] (M's = 6.09 and 11.74, for minimum and maximum recall, respectively) and a significant interaction between IQ group and recall type
[F(1, 77) = 6.02, P [is less than] .05].
developed a typology of recall types
: (1) precise recall, indicating the firm knows the exact product issue and how to act, (2) overkill recall, indicating the firm recalls all potentially contaminated product, (3) fragmented recall, indicating a firm knows what is wrong with the product but does not know precisely how to act, (4) misdiagnosed recall, indicating that a firm failed to identify the miscue and ended up recalling the wrong (i.e., good) product, and (5) cascading recall, indicating that the recall unfolds in stages; they start with one or two batches and then add to the recall.