1Dawar N. and Lei J. Brand crises: The roles of brand familiarity and crisis relevance in determining the impact on brand evalua- tions[J]. Journal of Business Research, 2009,(62):509-516.
2Siomkos G3. and Kurzbard G. The hidden crisis in product-harm cri- sis, Managemenl[J]. European Journal of Marketing,1994,28(2):30-41.
3Dawar N. and Pillutla M. M. Impact of product-harm crises on brand equity: the moderating role of consumer expectations [J]. Journal of Marketing Research, 2000,37(2):215-226.
6Grayson K., Johnson D. and Chen D. Is firm trust essential in a trusted environment? How trust in the business context influences customers[J]. Journal of Marketing Research, 2008,45(2):241-256.
7Lewis J. David and Andrew Weigert. Trust as a Social Reality. So- cial Forces[M], 1985,(63):967-985.
8Gillespi N. and Dietz G.Trust Repair after an Organization-Level Failure. Academy of Management[J] Review, 2009:34(1):125-147.
