本文選題：社會公眾　切入點(diǎn)：能源企業(yè)　出處：《云南社會科學(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,探究社會公眾對于能源企業(yè)危機(jī)響應(yīng)滿意度的影響因素。結(jié)果發(fā)現(xiàn),社會公眾對于能源企業(yè)處置公共危機(jī)的滿意程度取決于其對于企業(yè)應(yīng)對危機(jī)的方式的感知與對企業(yè)的期望所進(jìn)行的比較。公眾對危機(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)知會影響公眾對于企業(yè)應(yīng)對的預(yù)期。而企業(yè)應(yīng)對危機(jī)事件的時(shí)機(jī)、信息公開程度和為糾正事件影響而作出的努力水平影響社會公眾對企業(yè)危機(jī)應(yīng)對行為的感知。能源企業(yè)應(yīng)當(dāng)對危機(jī)事件屬性做出客觀評判,明確社會公眾可能產(chǎn)生的期望,并制定和實(shí)施有針對性的響應(yīng)策略,以降低危機(jī)事件對企業(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】： 中國石油大學(xué)(華東)
【基金】：國家自然科學(xué)基金青年項(xiàng)目“在線商人社區(qū)虛擬社會資本的構(gòu)成、獲取及其對交易績效的影響”(項(xiàng)目號:71602187) 教育部博士學(xué)科點(diǎn)專項(xiàng)科研基金項(xiàng)目“產(chǎn)品召回中的社會公眾反應(yīng)機(jī)制研究(項(xiàng)目號:20130133120016)的階段性成果
【分類號】：F272.3;F426.72

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