消费者信任修复研究评介及展望

被引：27

作者：

贾雷

涂红伟

周星

机构：

[1] 厦门大学管理学院

来源：

外国经济与管理 | 2012年 / 34卷 / 01期

关键词：

消费者信任; 信任违背; 信任修复;

D O I：

10.16538/j.cnki.fem.2012.01.002

中图分类号：

F203 [生产行业管理]; F274 [企业供销管理];

学科分类号：

1201 ;

摘要：

信任修复是在信任衰退的情形下,信任违背方采取一定的修复方式,恢复和提升受害方对其可信赖性的感知水平,修复受害方的信任意愿,实现信任重建或信任水平上升的过程。金融危机以来层出不穷的企业信任危机事件极大地损害了消费者对企业的信任,在信任违背之后修复消费者的信任对企业来讲迫在眉睫。本文从信任修复的必要性、信任修复的影响因素、信任修复的策略以及信任修复的过程机制等方面批判性地梳理了国内外相关研究成果,并在此基础上指出了未来研究方向。

引用

页码：57 / 64

页数：8

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