中国产品伤害事件的危机声明发布有效性分析

doi:10.3969/j.issn.0253-2778.2017.03.004

中国科学技术大学学报 ›› 2017, Vol. 47 ›› Issue (3): 221-230.DOI: 10.3969/j.issn.0253-2778.2017.03.004

• 研究论文:管理科学与工程 • 上一篇下一篇

中国产品伤害事件的危机声明发布有效性分析

丁齐英，王飞，汪峰

中国科学技术大学管理学院，安徽合肥 230026

收稿日期:2015-04-26 修回日期:2015-09-10 接受日期:2015-09-10 出版日期:2023-03-27 发布日期:2015-09-10

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

DING Qiying, WANG Fei, WANG Feng

School of Management, University of Science and Technology of China, Hefei 230026， China

Received:2015-04-26 Revised:2015-09-10 Accepted:2015-09-10 Online:2023-03-27 Published:2015-09-10
Contact: WANG Fei
About author:DING Qiying, female, born in 1984, PhD. Research field: Crisis communication and risk management. E-mail: dqy0227@mail.ustc.edu.cn.
Supported by:
Supported by the National Natural Science Foundation of China (61004108，91024027, 70821001)

摘要/Abstract

摘要： 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.

关键词: 产品伤害危机事件, 危机沟通, 危机声明, 框架效应, 媒体报道

Abstract: 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.

Key words: product-harm crisis, crisis communication, statement release, framing effect, agenda-setting, media coverage

中图分类号:

C931

丁齐英, 王飞, 汪峰. 中国产品伤害事件的危机声明发布有效性分析[J]. 中国科学技术大学学报, 2017, 47(3): 221-230.

DING Qiying, WANG Fei, WANG Feng. The release of effective crisis statements during product-harm crises in China[J]. Journal of University of Science and Technology of China, 2017, 47(3): 221-230.

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中国产品伤害事件的危机声明发布有效性分析

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

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