产品伤害危机模糊情境下危机响应调节匹配对宽恕的影响

被引：11

作者：

任金中 ^{[1
]}

景奉杰 ^{[2
]}

机构：

[1] 贵州财经大学工商管理学院

[2] 不详

来源：

管理学报 | 2015年 / 12卷 / 04期

关键词：

产品伤害危机响应; 调节匹配; 调节导向; 信任; 宽恕;

D O I：

暂无

中图分类号：

F273.2 [产品管理]; F713.55 [商业心理学、市场心理学]; F224 [经济数学方法];

学科分类号：

040203 ; 0701 ; 070104 ;

摘要：

通过整合危机响应、框架效应、调节导向、信任和宽恕等概念,形成产品伤害危机模糊情境下危机响应调节匹配对消费者宽恕影响的概念框架。采用实验方法,以虚拟的饮料和轿车伤害危机为想象场景,运用结构方程模型、回归分析及方差分析等对数据进行分析评价。结果表明:1主动危机响应正向影响宽恕;2危机响应调节匹配正向影响信任和宽恕,且调节导向在危机响应信息呈现方式与信任及宽恕关系间调节效应显著;3信任正向影响宽恕,且信任部分中介危机响应调节匹配对宽恕的影响。

引用

页码：583 / 592

页数：10

共 11 条

[1] Incorporating regulatory focus theory in product recall communications to increase compliance with a product recall
Laufer, Daniel
Jung, Jae Min
[J]. PUBLIC RELATIONS REVIEW, 2010, 36 (02) : 147 - 151
[2] The Role of Country of Manufacture in Consumers' Attributions of Blame in an Ambiguous Product-Harm Crisis
Laufer, Daniel
Gillespie, Kate
Silvera, David
[J]. JOURNAL OF INTERNATIONAL CONSUMER MARKETING, 2009, 21 (03) : 189 - 201
[3] Product recall crisis management: the impact on manufacturer’s image, consumer loyalty and purchase intention[J] . Nizar Souiden,Frank Pons.Journal of Product ＆ Brand Management . 2009 (2)
[4] Comparing apology to equivalent crisis response strategies: Clarifying apology’s role and value in crisis communication[J] . W. Timothy Coombs,Sherry J. Holladay.Public Relations Review . 2008 (3)
[5] Forgive and forget? Antecedents and consequences of intergroup forgiveness in Bosnia and Herzegovina
Cehajic, Sabina
Brown, Rupert
Castano, Emanuele
[J]. POLITICAL PSYCHOLOGY, 2008, 29 (03) : 351 - 367
[6] How should a company respond to a product harm crisis? The role of corporate reputation and consumer-based cues[J] . Daniel Laufer,W. Timothy Coombs.Business Horizons . 2006 (5)
[7] Dynamic pricing in internet retail: Effects on consumer trust[J] . Ellen Garbarino,Olivia F. Lee.Psychology and Marketing . 2003 (6)
[8] Trusting souls: A segmentation of the voting public[J] . Leon G.Schiffman,ElaineSherman,NicoleKirpalani.Psychol. Mark. . 2002 (12)
[9] An Analytic Framework for Crisis Situations: Better Responses From a Better Understanding of the Situation[J] . W. Timothy Coombs.Journal of Public Relations Research . 1998 (3)
[10] Promotion and Prevention: Regulatory Focus as A Motivational Principle[J] . E. Tory Higgins.Advances in Experimental Social Psychology . 1998

← 1 2 →