本文選題：社會(huì)公眾　切入點(diǎn)：能源企業(yè)　出處：《云南社會(huì)科學(xué)》2017年05期 　論文類型：期刊論文

【摘要】：能源企業(yè)公共危機(jī)的處置和響應(yīng)對(duì)維護(hù)企業(yè)聲譽(yù)具有重要意義。借鑒期望-差異模型和滿意理論,構(gòu)建能源企業(yè)公共危機(jī)的公眾反應(yīng)機(jī)制,探究社會(huì)公眾對(duì)于能源企業(yè)危機(jī)響應(yīng)滿意度的影響因素。結(jié)果發(fā)現(xiàn),社會(huì)公眾對(duì)于能源企業(yè)處置公共危機(jī)的滿意程度取決于其對(duì)于企業(yè)應(yīng)對(duì)危機(jī)的方式的感知與對(duì)企業(yè)的期望所進(jìn)行的比較。公眾對(duì)危機(jī)事件的起因、事件的緊急性和相關(guān)企業(yè)實(shí)力的認(rèn)知會(huì)影響公眾對(duì)于企業(yè)應(yīng)對(duì)的預(yù)期。而企業(yè)應(yīng)對(duì)危機(jī)事件的時(shí)機(jī)、信息公開(kāi)程度和為糾正事件影響而作出的努力水平影響社會(huì)公眾對(duì)企業(yè)危機(jī)應(yīng)對(duì)行為的感知。能源企業(yè)應(yīng)當(dāng)對(duì)危機(jī)事件屬性做出客觀評(píng)判,明確社會(huì)公眾可能產(chǎn)生的期望,并制定和實(shí)施有針對(duì)性的響應(yīng)策略,以降低危機(jī)事件對(duì)企業(yè)聲譽(yù)的損害。
[Abstract]:The management and response of public crisis in energy enterprises is of great significance to the maintenance of corporate reputation. Based on the expectation-difference model and satisfaction theory, the public response mechanism of public crisis in energy enterprises is constructed. To explore the factors influencing the public satisfaction with the crisis response of energy companies. The degree of public satisfaction with the management of public crises by energy companies depends on the comparison between their perceptions of how they respond to the crisis and their expectations of the enterprises. The urgency of the incident and the perception of the strength of the relevant enterprise will affect the public's expectations of the enterprise's response. And the timing of the enterprise's response to a crisis event, The degree of information disclosure and the level of efforts made to correct the impact of the incident affect the public's perception of the corporate crisis response behavior. Energy companies should make objective judgments on the attributes of the crisis events and make clear the expectations that the public may have. And formulate and implement targeted response strategies to reduce the damage to corporate reputation caused by crisis events.
【作者單位】： 中國(guó)石油大學(xué)(華東)
【基金】：國(guó)家自然科學(xué)基金青年項(xiàng)目“在線商人社區(qū)虛擬社會(huì)資本的構(gòu)成、獲取及其對(duì)交易績(jī)效的影響”(項(xiàng)目號(hào):71602187) 教育部博士學(xué)科點(diǎn)專項(xiàng)科研基金項(xiàng)目“產(chǎn)品召回中的社會(huì)公眾反應(yīng)機(jī)制研究(項(xiàng)目號(hào):20130133120016)的階段性成果
【分類號(hào)】：F272.3;F426.72

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