财经理论与实践
財經理論與實踐
재경이론여실천
THE THEORY AND PRACTICE OF FINANCE AND ECONOMICS
2015年
3期
124-129
,共6页
陈亮%王卓%佘升翔%黄海林
陳亮%王卓%佘升翔%黃海林
진량%왕탁%사승상%황해림
产品伤害%负面情绪%认知评价%危机沟通
產品傷害%負麵情緒%認知評價%危機溝通
산품상해%부면정서%인지평개%위궤구통
Product harm%Negative emotion%Cognitive appraisal%Crisis communication
从认知-情绪交互的视角出发,考量消费者的认知评价、负面情绪和行为倾向之间的关系。结果表明,危机沟通方式会导致不同强度的负面情绪,而负面情绪则显著地影响被调查者的认知评价以及行为倾向,鉴于此,应将关注消费者情绪提升到企业危机沟通的战略高度。
從認知-情緒交互的視角齣髮,攷量消費者的認知評價、負麵情緒和行為傾嚮之間的關繫。結果錶明,危機溝通方式會導緻不同彊度的負麵情緒,而負麵情緒則顯著地影響被調查者的認知評價以及行為傾嚮,鑒于此,應將關註消費者情緒提升到企業危機溝通的戰略高度。
종인지-정서교호적시각출발,고량소비자적인지평개、부면정서화행위경향지간적관계。결과표명,위궤구통방식회도치불동강도적부면정서,이부면정서칙현저지영향피조사자적인지평개이급행위경향,감우차,응장관주소비자정서제승도기업위궤구통적전략고도。
This paper takes a cognitive-emotion interactive perspective of product harm crisis communication.Then a series of crisis communication scenarios was designed with respect to two types of product harm events and four manners of communication.Finally,manipulation experi-ments were conducted through a field survey and the relationships among cognitive appraisal, negative emotions and behavioral tendencies were investigated.The results show that the commu-nicating manners could result in varied intensity of negative emotions,which would significantly impact the participants'cognitive appraisal as well as behavioral tendencies.