Managing Public Relations in an Emerging Economy: The Case of Mercedes in China [Book Review]

Journal of Business Ethics 86 (2):257 - 266 (2009)
Abstract
This case study documents a high-profile incident involving the world-famous auto maker Daimler Benz with its customers in China. On the one hand, angry customers felt victimized by the auto maker's lack of willingness to take responsibility and its double standard between industrialized markets and emerging economies in dealing with customer complaints; on the other hand, the auto maker also felt frustrated at how this product warranty matter quickly escalated into a public relations nightmare. The case illustrates the complexity of operating in emerging markets where institutional environments are vastly different, and the difficulty of balancing business interests with social responsibility. It also illustrates the urgent needs for emerging markets to develop institutional infrastructure to protect consumer rights, and to offer proper channel for conflict resolution
Keywords multinational corporations  social responsibility  consumer rights  conflict resolution  institutional environment in China  Mercedes-Benz
Categories (categorize this paper)
Options
 Save to my reading list
Follow the author(s)
My bibliography
Export citation
Find it on Scholar
Edit this record
Mark as duplicate
Revision history Request removal from index
 
Download options
PhilPapers Archive


Upload a copy of this paper     Check publisher's policy on self-archival     Papers currently archived: 11,826
External links
Setup an account with your affiliations in order to access resources via your University's proxy server
Configure custom proxy (use this if your affiliation does not provide a proxy)
Through your library
References found in this work BETA

No references found.

Citations of this work BETA
Similar books and articles
Analytics

Monthly downloads

Added to index

2009-10-14

Total downloads

19 ( #92,902 of 1,100,121 )

Recent downloads (6 months)

3 ( #127,217 of 1,100,121 )

How can I increase my downloads?

My notes
Sign in to use this feature


Discussion
Start a new thread
Order:
There  are no threads in this forum
Nothing in this forum yet.