With the popularization of the Internet,this technology has changed the form of information dissemination. The information will spread quickly when food product harm crisis happens,and the phenomenon that information ...With the popularization of the Internet,this technology has changed the form of information dissemination. The information will spread quickly when food product harm crisis happens,and the phenomenon that information of product-harm spills over is very common. This article is based on " Frustration- Misbehaving" research paradigm,combined with the information dissemination motivation theory,discusses that the fitness between the consumers and the crisis will promote consumers' dysfunctional customer behavior. The study found that the fitness between the consumers and the crisis has significant effect on consumers' dysfunctional customer behavior,perceived social damage has a mediator effect between fitness and consumers' misbehavior,and the moderating effect of consumers' aggression tendency is significant,but not the emotional tendency. The theoretical contribution and valuable implications of findings for communication of crisis management are discussed at last.展开更多
Food recalls can have very serious aftermath from many points of view: starting from the outbreak consequences on public health, on company’s reputation, sell-out, finance, up to putting at risk the survival of the f...Food recalls can have very serious aftermath from many points of view: starting from the outbreak consequences on public health, on company’s reputation, sell-out, finance, up to putting at risk the survival of the firm itself. From a formal point of view, a product harm crisis presents similarities with other emergency situations: both of them consist in unpredictable events, often due to unknown or undervalued causes, which can significantly alter normal business and compromise the safety of the company, of its employees and customers. Given the potential damage resulting from a dangerous product crisis, it is surprising that in the food industry alongside mere procedures (often reducible to botched manuals compiled solely because their presence reassures auditors and authorities) there is still little attention to an approach based on a method. Formal corporate procedures (manuals and crisis management plans) are important, but can cause a false sense of security and preparedness, if executives do not possess an adequate crisis management culture, which depends, as well as on experience and training, also on the ability to assume the correct behavioral posture, and which involves psychological, organizational and communicational skills that can not be undervalued. The purpose of this article is to provide a practical approach based on the experience of crisis-management (applied in emergency situations by health professionals, armed forces and civil protection) useful to support food industry during a food recall, in order to avoid the most classic errors that can undermine speed of reaction, corrective measures effectiveness and leadership, in the most delicate moments for a company life. If it is true the way a firm manages the recall affects its impact, it is necessary to assess the fundamental factors to be observed at such times: timeliness, lucidity, responsibility, leadership.展开更多
基金Supported by National Natural Science Foundation of China(71073064)Fundamental Research Funds for the Central Universities(2013SC38)
文摘With the popularization of the Internet,this technology has changed the form of information dissemination. The information will spread quickly when food product harm crisis happens,and the phenomenon that information of product-harm spills over is very common. This article is based on " Frustration- Misbehaving" research paradigm,combined with the information dissemination motivation theory,discusses that the fitness between the consumers and the crisis will promote consumers' dysfunctional customer behavior. The study found that the fitness between the consumers and the crisis has significant effect on consumers' dysfunctional customer behavior,perceived social damage has a mediator effect between fitness and consumers' misbehavior,and the moderating effect of consumers' aggression tendency is significant,but not the emotional tendency. The theoretical contribution and valuable implications of findings for communication of crisis management are discussed at last.
文摘Food recalls can have very serious aftermath from many points of view: starting from the outbreak consequences on public health, on company’s reputation, sell-out, finance, up to putting at risk the survival of the firm itself. From a formal point of view, a product harm crisis presents similarities with other emergency situations: both of them consist in unpredictable events, often due to unknown or undervalued causes, which can significantly alter normal business and compromise the safety of the company, of its employees and customers. Given the potential damage resulting from a dangerous product crisis, it is surprising that in the food industry alongside mere procedures (often reducible to botched manuals compiled solely because their presence reassures auditors and authorities) there is still little attention to an approach based on a method. Formal corporate procedures (manuals and crisis management plans) are important, but can cause a false sense of security and preparedness, if executives do not possess an adequate crisis management culture, which depends, as well as on experience and training, also on the ability to assume the correct behavioral posture, and which involves psychological, organizational and communicational skills that can not be undervalued. The purpose of this article is to provide a practical approach based on the experience of crisis-management (applied in emergency situations by health professionals, armed forces and civil protection) useful to support food industry during a food recall, in order to avoid the most classic errors that can undermine speed of reaction, corrective measures effectiveness and leadership, in the most delicate moments for a company life. If it is true the way a firm manages the recall affects its impact, it is necessary to assess the fundamental factors to be observed at such times: timeliness, lucidity, responsibility, leadership.
