社会公众对能源企业公共危机的反应机制研究——以石油石化企业为例

发布时间：2018-03-22 07:48

本文选题：社会公众　切入点：能源企业　出处：《云南社会科学》2017年05期 　论文类型：期刊论文

【摘要】：能源企业公共危机的处置和响应对维护企业声誉具有重要意义。借鉴期望-差异模型和满意理论,构建能源企业公共危机的公众反应机制,探究社会公众对于能源企业危机响应满意度的影响因素。结果发现,社会公众对于能源企业处置公共危机的满意程度取决于其对于企业应对危机的方式的感知与对企业的期望所进行的比较。公众对危机事件的起因、事件的紧急性和相关企业实力的认知会影响公众对于企业应对的预期。而企业应对危机事件的时机、信息公开程度和为纠正事件影响而作出的努力水平影响社会公众对企业危机应对行为的感知。能源企业应当对危机事件属性做出客观评判,明确社会公众可能产生的期望,并制定和实施有针对性的响应策略,以降低危机事件对企业声誉的损害。
[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.
【作者单位】：中国石油大学(华东)
【基金】：国家自然科学基金青年项目“在线商人社区虚拟社会资本的构成、获取及其对交易绩效的影响”(项目号:71602187) 教育部博士学科点专项科研基金项目“产品召回中的社会公众反应机制研究(项目号:20130133120016)的阶段性成果
【分类号】：F272.3;F426.72

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