An Examination of Consumer– Company Identification as a Key Predictor of Consumer Responses in Corporate Crisis
Publication in refereed journal

香港中文大學研究人員
替代計量分析
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其它資訊
摘要Through an experiment, this study examined how varying degrees of consumer–company identification, crisis severity and different crisis response messages (i.e., two‐sided vs. one‐sided) affected consumers’ responses to corporate crisis and the crisis‐affected company. Results suggested that two‐sided response messages were more effective in reducing the attribution of crisis responsibility than one‐sided positive response messages for weak identifiers, while one‐sided positive response messages were more effective than two‐sided response messages for strong identifiers. But this message effect was only found in low but not high severity crisis. Findings of the study indicated that consumer–company identification may serve as one of the key factors in predicting consumer reactions to crisis.
著者ZHANG Xiaochen, KIM Sora
期刊名稱Journal of Contingencies and Crisis Management
出版年份2017
月份12
卷號25
期次4
頁次232 - 243
國際標準期刊號0966-0879
語言英式英語

上次更新時間 2019-09-09 於 00:43