基于认知-情绪交互视角的产品伤害危机沟通实证研究
An Empirical Study on Product Harm Crisis Communication based on Cognitive Emotion Interplay

从认知-情绪交互的视角出发，考量消费者的认知评价、负面情绪和行为倾向之间的关系。结果表明，危机沟通方式会导致不同强度的负面情绪，而负面情绪则显著地影响被调查者的认知评价以及行为倾向，鉴于此，应将关注消费者情绪提升到企业危机沟通的战略高度。
This paper takes a cognitive-emotion interactive perspective of product harm crisis communication. Then a series of crisis communication scenarios was designed with respect to two types of product harm events and four manners of communication. Finally, manipulation experiments were conducted through a field survey and the relationships among cognitive appraisal, negative emotions and behavioral tendencies were investigated. The results show that the communicating manners could result in varied intensity of negative emotions, which would significantly impact the participants' cognitive appraisal as well as behavioral tendencies.