中国产品伤害事件的危机声明发布有效性分析（英文）

The release of effective crisis statements during product-harm crises in China

研究了2005~2012年发生在中国的新产品伤害危机事件中92篇危机声明数据,以危机声明扩散范围和危机声明可接受性为主要参数,分析危机沟通中声明发布的有效性.结果显示:(1)在危机声明扩散范围测试中,危机声明发布方法(发布战略)比危机发布内容(指导信息和调试信息)的影响更显著;(2)尽管关于危机声明可接受性的假设均被拒绝,但是这里总结了危机声明9个更易受到负面新闻报道的原因,以此引导参与者提供更易被接受的危机声明;(3)企业国籍、特征及是否上市对两个参数的影响不显著,而危机类型对声明扩散范围有显著影响.

The release of effective corporate statements in crisis communication was investigated. Based on 92 crisis statements released by companies in China between 2005 and 2012 during product-harm crises, two key parameters were studied： statement diffusion range and statement acceptability within news coverage. The results show that the approach taken （crisis statement releasing strategy） is more important than the content （instructing and adjusting information） in predicting diffusion range. Although the hypotheses regarding statement acceptability were rejected, nine key statement errors and omissions that result in negative comments from news media were identified. These can be used to guide practitioners to an error-free crisis statement. Additionally, regarding corporate characteristics, listing status and nationality do not influence the two parameters. Crisis type, however, shows an effect on statement diffusion range.