企业危机营销策略研究——以双汇与三鹿危机事件为例

现代企业处在一个复杂多变的环境,所以不可避免地会遇到各种类型的危机。如何有效应对危机,尽可能地减少危机对企业的影响,合适的危机营销策略至关重要。本文通过对双汇与三鹿危机事件的对比研究,分析了双汇与三鹿危机营销策略中的成功与不足,继而提出了实施全员危机营销、快速开展强有力的危机公关、妥善处理利益有关方的利益诉求等危机营销策略。     

从双汇“瘦肉精”事件看企业危机管理

合格的现代化企业应该有健全的危机管理制度,以应对当前风云变化的企业内部和外部的威胁。本文以双汇"瘦肉精"事件为例,分析双汇集团在处理此次危机上的一些决策失误,并提出我国企业在危机管理上普遍存在的一些问题和提高危机管理能力的建议。     

旅游企业应对突发性公共事件的危机管理策略

突发性公共事件一般都是突如其来,首次发生,无章可循.预防是企业危机管理的第一步,要有强烈的危机意识和有效的危机预防措施.危机发生后,要及时启动预案,冷静正确地应对危机.旅游经济自身的特性使之容易受突发性危机事件的影响.应制定监测及预防策略;面对危机的处理策略;危机后的重振策略.同时,应做好应对突发性公共事件的公关策略,以尽量降低其损害.     

网络危机成因分析与应对策略研究

危机事件是每个企业在发展过程中都必须面对的一个问题,随着网络时代的到来,网络危机事件发生的频率加大,形式也发生了很大的变化,通过探讨网络危机的成因与特点,从而提出预防和应对策略。     

网络媒体下企业危机公关研究——以“美联航”相关事件为例

互联网技术的不断发展促使了以微博、微信为载体的新媒体逐步发展,在很大程度上为公众的生活带来了极大的便利,也最大限度地提高了企业的危机系数,进一步增加了企业应对危机的难度。在这样的环境下,企业只有充分地利用新媒体的特点,有针对性地制定网络公关策略,才能更好地解决危机事件。文章分析了"美联航"相关事件,对事件中的媒体公关应对进行分析,进一步思考网络媒体环境下企业危机公关策略。     

万隆的困顿

<正>双汇危机,表面上看是"瘦肉精"危机,深层看是中国食品诚信危机,更深一层则凸显了万隆代表的一部分企业家在这个网络时代的不合时宜。那么,万隆是谁?卷入"瘦肉精"事件里的双汇到底是一个怎样的企业?中国第一屠夫长万隆正在试图全力拉回因"瘦肉     

网络环境下高校负面新闻的危机公关应对策略探析

网络平台是高校进行宣传和校园文化建设的重要窗口,但也为负面新闻的快速传播提供了便利。在对网络环境下的高校危机事件界定的基础上,分析高校负面新闻引发危机事件的特征,并提出相应的危机公关应对策略:高校应正面面对危机事件的影响,加强高校领导的危机公关意识,建立有效的危机预防机制,并借助网络的力量来实施高校危机公关的应对策略。     

企业如何管理好公关危机

在以互联网主导的信息时代，地球村已经形成，任何一个地方发生的危机事件，都可能在最短的时间传播开来，每个企业无论其规模大小都随时着面临危机。现代企业越来越多地受到突发性危机事件的挑战。如何应对这类问题，使成为企业面性当的现实问题。     

品牌危机发生后企业应对策略的选择及分析——基于博弈论的视角

企业在发生危机后的策略选择,实质上是企业与消费者之间博弈的一个过程。本文研究危机企业以及消费者的行为,通过扩展式博弈,对是否有明确的法律、法规来约束企业的策略选择等问题进行了探讨。假设企业应对危机时策略的选择是其在考虑品牌资产的增加、减少额,与实际付出补偿消费者的成本之间权衡的过程。得出结论:应该加强法律、法规建设、减小消费者维权成本和扩大企业危机的传播等。     

“双”面表现,如何“汇”聚信任?——从“后瘦肉精时代”谈起

2011年4月的双汇"瘦肉精"事件爆发后,双汇公司又几度陷入食品安全信任危机,这与其之前给出的承诺形成了鲜明的对比。通过对"后瘦肉精时代"双汇集团应对危机的表现进行分析,认为双汇集团出现质量问题、无法汇聚信任的原因在于其态度不端正、子母公司沟通不畅、组织内控失效与危机管理无力。     

Less speed more haste: The effect of crisis response speed and information strategy on the consumer−brand relationship

This paper investigates the relationship between firm crisis behavior and the resulting consumer–brand relationship (CBR) response. Drawing from theoretical traditions in brand transgressions, service failure, and crisis communications, we use longitudinal survey data combined with archival social media data to empirically test the effect of crisis response speed and crisis information strategy on the short-term consumer crisis response evaluations (1 month after crisis response), and the long-term CBR (1 year after crisis response). Results show that, contrary to intuitive expectations, a faster firm response is not always better, as a slower response was found to result in higher crisis response evaluations. We also show that this effect depends on the consistency of the communication strategy with the first active response. Specifically, when a firm prioritizes safety information (instructing strategy), a faster response is better. Whereas, when the firm prioritizes well-being information (adjusting strategy), a slower response is better. We argue the counterintuitive finding that a slower response is better implies that reacting too quickly may signal rashness and unpreparedness to the customer, leading to more negative evaluations. We term this distinction the difference between being responsive (fast but considered) and reactive (faster but rash).     

近年来危机传播之研究综述

本文从公共关系学和修辞学两种取向，针对国内外近年来的危机传播（crisis communication）研究进行了综述。从公共关系学取向而言，危机公关研究仍关注实践层面的传播策略，危机时的媒介策略与议题建构、网络危机公关成为两个较受重视的研究领域。从修辞学取向而言，危机情境与危机反应策略之间的关联成为近年来此取向研究的重点，并开始探索情感在危机时对利益相关者行为意图的影响。最后，本文针对已有的研究存在的不足，建议未来的危机传播研究加强取向的整合、拓宽学科视角、重视新媒体和文化差异研究。     

论西藏旅游业危机管理系统的构建

安全是一个目的地、区域或国家发展旅游业的基本条件,也是旅游经济持续增长的基本决定因素.目的地处于危急事件中时,其旅游业的发展会受到相当程度的影响,从而陷入低迷.危机事件对西藏旅游业主要有四个影响维度,即对旅游基础设施的影响、对旅游地形象的影响、对旅游地经济的影响、对旅游客源地的影响.建立西藏旅游业危机管理系统是解决西藏旅游业发展的危机管理最适合的策略,该系统包括旅游危机预警系统、旅游危机处理系统和旅游危机公关系统.构建西藏旅游业危机管理系统,有助于实现西藏旅游产业链的稳定性,提高西藏旅游业危机意识和防范危机的能力,增强整个旅游行业的"免疫力".     

Who says what during crises? A study about the interplay between gender similarity with the spokesperson and crisis response strategy

This study examined the relative importance of verbal and visual cues in organizational crisis communication, focusing on the importance of gender similarity between an organizational spokesperson and stakeholders and the moderating role of the crisis response strategy used. The findings indicate that gender similarity is beneficial for organizational reputation because it enhances stakeholders' empathy toward the spokesperson. However, this effect is only found when the spokesperson uses an appropriate crisis response strategy based on the guidelines of situational crisis communication theory. More specifically, when a spokesperson offers a rebuild strategy in the context of a preventable crisis, gender similarity results in more empathy toward the spokesperson and, subsequently, in improved organizational reputation. However, the effect of gender similarity on organizational reputation through empathy toward the spokesperson was not found when a deny strategy was used.     

What makes crisis response strategies work? The impact of crisis involvement and message framing

This study investigates the moderating impact of crisis involvement and message framing on the effect of crisis response strategies on post-crisis attitude toward an organization. In the experiment, 274 respondents participate in a 2 (crisis response strategy: match vs. mismatch) × 2 (crisis involvement: low vs. high) × 2 (message framing: emotional vs. rational) between-subjects factorial design. The results show that in the case of high crisis involvement or in the case of rational framing of crisis communication, crisis response strategies that match the crisis type increase the post-crisis attitude toward the organization. In the case of low crisis involvement or in the case of emotional framing of crisis communication, the impact of a matched or mismatched crisis response strategy on the post-crisis attitude toward the organization does not differ. In addition, the study suggests that crisis involvement has a moderating impact on the efficacy of message framing in terms of post-crisis attitude toward the organization, which depends on whether the crisis response strategy matches the crisis type or not.     

Crisis management—dealing with asymmetric information problems

A key component of crisis management involves the management of asymmetric information problems. Drawing on the experience of the recent severe acute respiratory syndrome (SARS) epidemic, this article examines the nature of the asymmetric information problems that typically prevail during a crisis, the costs associated with it, and the various mechanisms to address the problems. We find that the asymmetric information problems in the event of a crisis can be severe and potentially costly if the problems are not adequately resolved. © 2009 Wiley Periodicals, Inc.     

Crisis Management & Team Effectiveness: A Closer Examination

Being able to effectively respond in the event a crisis is relevant to an organization's survival. Whether or not an organization is prepared for a potential crisis depends upon senior officials, and other personnel operating within the company. Corporations with established crisis management teams are able to communicate and effectively respond in the event of a crisis. The purpose of this paper is to suggest effective crisis management depends upon several team-related factors that may influence an organization's response and its ethical responsibility. First, the term crisis is defined, followed by an overview of the differences between crisis communication and crisis management. Second, a review of relevant literature regarding teams and effectiveness is examined. Third, several propositions regarding team effectiveness and crisis management are provided. Finally, ethical concerns in regards to the crisis team and the corporation are reviewed.     

Does the perception of incongruence hurt more? Customers’ responses to CSR crises affecting the main reputation dimension of a company

ABSTRACT

Corporate social responsibility (CSR) generates benefits for companies and society. However, CSR exposes a company to potential damage when a critical event, such as a crisis, disconfirms the CSR of a corporate reputation. The present article introduces to the crisis management literature the notion of consumer-perceived incongruence (CPI) between corporate reputation and crises. Our first experimental study demonstrates that a high CPI – compared to a low CPI – worsens consumer responses in terms of attitude towards the corporation (ATC), word of mouth (WOM) and purchase intention (PI). The second study shows that these effects are mediated by the perception of a state of discomfort on the part of the consumer. The third study suggests that, in cases of high CPI, the corporate crisis response strategy of apology outperforms that of compensation in reducing the negative effects of discomfort on consumer responses. Theoretical and managerial implications are discussed.     

企业应对突发舆论危机的策略

随着公众社会参与意识的提高,企业遭受舆论危机的频率大幅度提高。本文通过对舆论危机内涵及传播规律的分析,探讨了目前企业在处理舆论危机中出现的问题,并进一步分析了企业应对舆论危机的策略,以期提高企业抵御舆论危机的能力。     

艾森豪威尔政府第二次柏林危机政策的形成——兼论大规模报复战略的缺陷

冷战初期,尤其是艾森豪威尔政府执政时期,美国奉行的是＂大规模报复战略＂。然而在第二次柏林危机中,艾森豪威尔政府在拟定应对危机的政策时,并没有以大规模报复战略作为指导原则。大规模报复战略之所以被抛弃,是因为其存在着不可克服的局限性。