topic：

The Impact of Consumer Complaint Relevance and Variety on Product Recalls: An Empirical Investigation of t

Time: 15:30 PM on Tuesday, April 18, 2023

Location: Meeting Room 317 of the main building

Reported by: Associate Professor Huang Yufei, School of Business, Trinity University Dublin

Reported by:Yufei Huang is Associate Professor in Operations Management and Director of EMBA program at Trinity Business School, Trinity College Dublin. Yufei received PhD in Management from UCL School of Management in the UK, master and bachelor’s degree from Xi’an Jiaotong University. His research focuses on new product development and launch, supply chain management and healthcare operations management. His work has appeared in top journals, such as Production and Operations Management, Human Relations, European Journal of Operational Research, among others. He regularly serves as an associate editor, guest editor and ad-hoc reviewer for various academic journals and book publishers.

Introduction to report content:This paper studies the impact of the relevance and diversity of consumer complaints on the timing of Product recall decisions. Using the National Highway Traffic Safety Administration (NHTSA) vehicle recall data set, we first analyze the content of consumer complaints and the description of defects in the recall by implementing Text mining to measure the relevance and diversity of consumer complaints. Then, we investigated how the correlation and diversity of consumer complaints affect the timing of recall decisions. We found that the higher the correlation level of consumer complaints, the faster the recall decision. The more types of consumer complaints there are, the slower the recall decision is made. This relationship becomes stronger when the defective components that led to the recall are used in different or older models.

(Undertaken by: Department of Management Engineering, Research and Academic Center)