When injured product users may also stay satisfied: A macro-level analysis

Product-harm crises literature has mostly studied product user harm proxies i.e., risk of injury or fictitious crises. Our macro-level study is the first to determine the consequences of actual non-automobile product-related injuries on customer satisfaction. We leverage a dataset statistically representative of injuries reported at over 5,000 U.S. hospitals. Employing the expectation-disconfirmation paradigm, we study 800 product categories, …