基于认知-情绪交互视角的产品伤害危机沟通实证研究  

An Empirical Study on Product Harm Crisis Communication based on Cognitive Emotion Interplay

作　　者：陈亮[1] 王卓[1] 佘升翔[1] 黄海林[1] 

机构地区：[1]桂林理工大学管理学院,广西桂林541004

出　　处：《财经理论与实践》2015年第3期124-129,共6页The Theory and Practice of Finance and Economics

基　　金：国家自然科学基金项目(71361004);广西高校人文社科重点项目(SK13ZD021)

摘　　要：从认知-情绪交互的视角出发,考量消费者的认知评价、负面情绪和行为倾向之间的关系。结果表明,危机沟通方式会导致不同强度的负面情绪,而负面情绪则显著地影响被调查者的认知评价以及行为倾向,鉴于此,应将关注消费者情绪提升到企业危机沟通的战略高度。This paper takes a cognitive-emotion interactive perspective of product harm crisis communication. Then a series of crisis communication scenarios was designed with respect to two types of product harm events and four manners of communication. Finally, manipulation experi- ments were conducted through a field survey and the relationships among cognitive appraisal, negative emotions and behavioral tendencies were investigated. The results show that the commu- nicating manners could result in varied intensity of negative emotions, which would significantly impact the participants＇ cognitive appraisal as well as behavioral tendencies.

关 键 词：产品伤害 负面情绪 认知评价 危机沟通 

分 类 号：F272.3[经济管理—企业管理]