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Company responses to product harm crises must include a decision as to whether product replacement is indicated. A model is provided to assist man agers in making product replacement decisions on the basis of empirical stan dards. In addition, a monitoring mechanism is suggested to assess the efficacy of company responses after they have been undertaken. Both parts of the model, taken conjointly, provide an ongoing technique to help ensure new product replacement success. The model has the additional advantage of being gener ally applicable to all cases of product harm crisis management involving prod uct recalls.
Siomkos et al. (Tue,) studied this question.