title: A model for (re)building consumer trust in the food system.
abstract: The article presents a best practice model that can be utilized by food system actors to assist with (re)building trust in the food system, before, during and after a food incident defined as 'any situation within the food supply chain where there is a risk or potential risk of illness or confirmed illness or injury associated with the consumption of a food or foods' (Commonwealth of Australia. National Food Incident Response Protocol. Commonwealth of Australia, Canberra, 2012). Interviews were undertaken with 105 actors working within the media, food industry and food regulatory settings across Australia, New Zealand (NZ) and the United Kingdom (UK). Interview data produced strategy statements, which indicated participant views on how to (re)build consumer trust in the food system. These included: (i) be transparent, (ii) have protocols and procedures in place, (iii) be credible, (iv) be proactive, (v) put consumers first, (vi) collaborate with stakeholders, (vii) be consistent, (viii) educate stakeholders and consumers, (ix) build your reputation and (x) keep your promises. A survey was designed to enable participants to indicate their agreement/disagreement with the ideas, rate their importance and provide further comment. The five strategies considered key to (re)building consumer trust were used to develop a model demonstrating best practice strategies for (re)building consumer trust in the food system before, during and after a food incident. In a world where the food system is increasingly complex, strategies for (re)building and fostering consumer trust are important. This study offers a model to do so which is derived from the views and experiences of actors working across the food industry, food regulation and the media.
authors.affiliation: Discipline of Public Health, School of Health Sciences, Flinders University, Adelaide, SA, Australia.
authors.forename: Annabelle M
authors.initials: AM
authors.lastname: Wilson
authors.affiliation: Discipline of Public Health, School of Health Sciences, Flinders University, Adelaide, SA, Australia.
authors.forename: Elizabeth
authors.initials: E
authors.lastname: Withall
authors.affiliation: Discipline of Public Health, School of Health Sciences, Flinders University, Adelaide, SA, Australia.
authors.forename: John
authors.initials: J
authors.lastname: Coveney
authors.affiliation: School of Public Health and Health Systems, University of Waterloo, Waterloo, Ontario, Canada.
authors.forename: Samantha B
authors.initials: SB
authors.lastname: Meyer
authors.affiliation: School of Nursing and Midwifery, Flinders University, Adelaide, SA, Australia.
authors.forename: Julie
authors.initials: J
authors.lastname: Henderson
authors.affiliation: Food Safety and Nutrition Branch, SA Health, Government of South Australia, Adelaide, SA, Australia.
authors.forename: Dean
authors.initials: D
authors.lastname: McCullum
authors.affiliation: Food Standards Australia New Zealand, Canberra, ACT, Australia.
authors.forename: Trevor
authors.initials: T
authors.lastname: Webb
authors.affiliation: Discipline of Public Health, School of Health Sciences, Flinders University, Adelaide, SA, Australia.
authors.forename: Paul R
authors.initials: PR
authors.lastname: Ward
mesh_terms: D001315:Australia; D005260:Female; D019649:Food Industry / Q000458:organization & administration*; D059022:Food Safety; D005523:Food Supply; D006801:Humans; D020407:Internet; D008297:Male; D009520:New Zealand; D017410:Practice Guidelines as Topic; D011795:Surveys and Questionnaires; D035502:Trust; D006113:United Kingdom
keywords: food; food incident; food industry; food regulator; media; trust