Using Consumer Information to Improve Recalls

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Title: Using Consumer Information to Improve Recalls
Creators: Hooker, Neil H.; Shang, Wenjing
Issue Date: 2006-04
Publisher: John Glenn Institute for Public Service and Public Policy and School of Public Policy and Management. The Ohio State University
Series/Report no.: Battelle Policy Day Working Paper 06-02
Abstract: Recalls of consumer products have increased in recent years leading to questions about the efficacy of quality control and crisis management and calls for new policies. This paper considers a more active role for food retailers in recalls. A creative policy proposal forwarded in a recent civil action is explored; the use of information technology to identify which consumers have purchased recalled products. The ability to send targeted risk communication messages to affected consumers fits within general trends in customer relationship management (CRM) making it a possible proactive business strategy for interested retailers. Potential privacy concerns related to the use of consumer information in managing recalls are discussed.
Description: Paper presented on February 7, 2006 at a full-day conference co-sponsored by Battelle Memorial Institute and the John Glenn Institute for Public Service and Public Policy, to examine the intersection of 21st century technology and personal privacy.
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