ohnson and Johnson's approach to the Tylenol crisis was one of "openness and candor" which included fielding calls from thousands of reporters, setting up a call center for customer questions and concerns, and a recall of over $31$ million bottles of the product. The company executed the recall despite the fact that the $\_\_\_\_\_\_\_\_\_\_\_\_$ "felt adamantly that a national recall of the product would constitute an over reaction."