产品质量危机事件应对策略研究  

Reasearch On Product Quality Crisis Coping Strategies

作　　者：刘书庆[1] 车艳 LIU Shuqing;CHE Yan(School of Economics and Management, Xi＇an University of Technology, Xi＇an 710054)

机构地区：[1]西安理工大学经济与管理学院,西安710054

出　　处：《科技促进发展》2018年第3期182-187,共6页Science & Technology for Development

基　　金：国家社会科学基金后期资助项目(编号:16FGL008):产品质量危机管理研究;负责人:刘书庆;陕西省科技厅软科学重点项目(编号:2012KRZ20):陕西省企业产品质量危机管理问题及对策研究;负责人:刘书庆

摘　　要：中国企业在参与经济全球化进程中的产品质量危机事件波及范围更广、危害度更大,因而对质量危机应对策略及其选择提出了更高要求。基于已有研究成果,从企业质量危机处理态度与处理行为两个维度,构建了质量危机应对策略组合矩阵,提出了坚决否认与绝不补偿、责令召回且不补偿、责令召回与部分补偿、主动召回与不补偿、主动召回与部分补偿、主动召回与按价补偿6种质量危机应对策略;从质量危机类型、企业质量文化先进性、资源保障能力等视角,探讨了应对策略的适用条件,为企业处理产品质量危机事件时,更好选择出相关方利益最大化的质量危机应对策略提供了借鉴。In the process of economic globalization, the product quality crisis which Chinese enterprises participate in becomes more widespread and more harmful, which puts forward higher requirements for the performance of the crisis response. To help made in China and product＇s quality improvement, safeguard the image of the country and enterprises, based on the existing research findings about crisis response strategies, this paper constructs the combination matrix of quality crisis coping strategies from the two dimensions of enterprise quality crisis processing attitude and behavior, and puts forward six kinds of quality crisis coping strategies which include the strategy of resolutely denying and never compensation, the strategy of mandatory recall and without compensation, the strategy of mandatory recall and partial compensation, the strategy of actively recalling and no compensation, the strategy of actively recalling and partial compensation and the strategy of actively recalling and compensation at price. Moreover, this paper discusses the applicable conditions of coping strategies from the perspective of quality crisis typies, the advancement of enterprises quality culture, the resource supporting capability, and provides a reference for enterprises in better selecting the quality crisis coping strategy to maximize the interests of the related parties when dealing with product quality crisis in the process of economic globalization.

关 键 词：产品质量危机 危机处理态度 危机应对行为 质量危机类型 质量危机影响因素 

分 类 号：F273.2[经济管理—企业管理]