How Should a Manufacturer Try to Salvage Its Reputation After

question 31

Multiple Choice

How should a manufacturer try to salvage its reputation after it has been discovered to have knowingly produced and sold a defective product to the public?

• A) Deny any wrongdoing and obtain top lawyers to defend against litigation.
• B) Take ownership for the problem and voluntarily compensate affected customers.
• C) Hire bloggers to create confusion about the facts on social networking websites.
• D) Have a top executive issue an official apology presented on national television.

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Definitions:

Cognitive Consistency

A psychological theory suggesting that individuals are motivated to maintain consistency among their cognitions, leading to changes in attitudes, beliefs, or behaviors when inconsistencies occur.

Festinger and Carlsmith's Experiment

A psychological study on cognitive dissonance which demonstrated how attitude change can result from forced compliance behavior.

Enjoyable

Experiences or activities that provide pleasure, satisfaction, or joy, making them desirable to engage in.

Cognitive Dissonance Theory

The Cognitive Dissonance Theory proposes that people experience discomfort (dissonance) when their beliefs or actions contradict each other, prompting them to alter their attitudes or behaviors to reduce the dissonance.