文章基本信息

标题：The Effect of Crisis Processing Capacity on Brand Crisis Reparability
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作者：Yi Xiao * , Qing Li , Haiying Wei
期刊名称：Journal of Service Science and Management
印刷版ISSN：1940-9893
电子版ISSN：1940-9907
出版年度：2014
卷号：07
期号：05
页码：347-351
DOI：10.4236/jssm.2014.75031
语种：English
出版社：Scientific Research Publishing
摘要：With the constantly changing surroundings and highly developed technology, brand crisis accordingly shows the increasing trend, which took a lot of companies by surprise and made them especially hard-hit. In brand crisis companies usually adopt an apology, compensation, denied and silent strategy to cope with consumers, hoping to be able to get consumers to forgive and repair the damaged brand relationship. This work firstly put forward a concept “reparability of brand crisis”, which should be defined to judge how an enterprise could be repaired from a brand crisis, and selected crisis processing capacity index to build up impact model about how enterprise’s crisis processing capacity affected the degree of brand crisis reparability.
关键词：Brand Crisis; Enterprise Processing Capacity; Reparability