多品牌危机事件对乳品行业信任的影响研究
|
摘要
近年来各类产品伤害事件不断发生,而且危机呈现出明显的群发态势,涉及品牌之多,牵连行业之广已经引起了社会各界的普遍关注。但是目前对于品牌危机的研究多集中在单个品牌发生危机后,给企业造成的伤害。对于行业中多个品牌发生危机事件后对行业影响的研究相对缺乏。但是多品牌危机事件会对整个行业带来了深远的负面影响,同时也使得消费者表现出对行业信任度的普遍偏低。过低的信任度又会影响消费者购买意愿,最终导致整个行业受损并很有可能演变成行业危机。因此,针对多个品牌发生危机后对行业信任的影响进行一次科学合理的研究,具有重要的价值和实践意义。
本文以乳品行业2008年的三聚氰胺事件为背景,在全方位剖析多品牌危机事件现象的基础上,采用2012年的乳品市场调研数据,对多品牌危机事件后的行业信任状况进行描述性分析后,通过对多品牌危机事件后行业信任相关者的行为分析、以及企业与政府的行业信任修复对策的实证分析,系统研究了多品牌危机事件对行业信任影响的程度及后果。具体而言,本文将围绕以下几个问题展开：(1)分析了多品牌危机事件的现象及多品牌危机后的行业信任现状,揭示了多品牌危机的成因及多品牌危机后行业信任的特点；(2)研究多品牌危机发生后行业信任的施信方和受信方的行为选择,通过此来探讨多品牌危机后信任双方的行为对行业信任的影响；(3)探究了多品牌危机后行业信任修复的对策研究,从政府和企业两个方面探讨信任修复的策略。
本文得出的结论主要有：(1)多品牌危机事件主要是由于产业链主体之间的利益分配机制不完善所导致。多品牌危机后使得行业信任下降,并且恢复速度缓慢；(2)多品牌危机事件后行业信任的施信方的行为发生改变,主要体现危机事件后施信方判断行业风险增加,开始积极搜寻信息,购买行为更为理性；(3)多品牌危机事件后受信方—企业行为体现为提升消费者对企业的信任,主要是通过提升能力信任来提升善意信任和诚实信任。对于行业中的涉事企业主要通过“整改”的方式提高消费者信任。对于未涉事的企业,主要通过“提升”的方式提高消费者信任；(4)多品牌危机事件后受信方——政府行为体现为提升消费者对政府的信任,政府主要是通过提升能力信任来提升善意信任和公开信任。(5)多品牌危机事件后企业有效的修复策略依次是约束策略、召回策略和信息沟通策略。政府有效的修复措施依次是加强监管、完善立法、加强调控。
本文的创新之处在于：(1)本文创新性以“三聚氰胺”事件为背景这一具体事件采取了行业信任双方的视角研究多品牌危机发生的背景下行业信任双方的行为选择,结合行业危机的特点,研究了对行业信任影响的程度和结果；(2)本文突破了以往品牌修复从单个品牌出发、仅从修复策略进行修复的研究思路,以多品牌对行业信任的影响为基础,通过行业信任双方的行为对比研究,继而探讨行业信任修复的过程。
In recent years, a great number of product related crises have occurred. The crisis first appears in certain clusters and usually involves several brands. This causes the widespread concern of the affected parties. But for the moment studies of such crisis situations have focused on a single brand and the related damage to the firms after the crisis. But the research on the multi-brands crisis is insufficient, which has proven to have a profound negative effect on the whole industry and leads to a lack of confidence form the consumers and decreased willingness to buy the affected industry products. Moreover it will harm the whole industry value chain and can turn into a vicious cycle. The resulting damages to all parties in the value chain can then turn the crisis into a full-fledged industry crisis. Therefore, the comprehensive and scientific research of the faith in an industry after a multi-brands crisis is of important theoretical and practical significance.
From the industry risk point of view, this paper focuses on the dairy industry and takes a closer look at the2008melamine scandal in China. Using the survey data in2012, first we analyze the multi-brand crisis phenomenon, and then give a descriptive analysis of the trust status of the multi-brands crisis and put forward some suggestions on how to repair industry trust by analyzing both the trustee and trustee's actions. The specific research content includes:(1) analyzing the multi-brands crisis phenomenon and trust status, revealing the traits of it and the most critical influences of industry trust.(2) studying the action of the truster (company) and trustor(consumer) and discussing the impact of interaction on industry trust.(3) researching the trust repair tactics of the industry from two aspects, firms and government based on the consumer's trust estimate.
The main conclusion of this research are as follows:(1) the paper find that the main cause of the multi-brands crisis is there exists unfair allocation mechanism in the industrial chain. both the consumer' trust and the consumers' intention to purchase decline after the multi-brands crisis,the speed of the consumer trust recovery is also slow.(2) the consumer's behavior changes, He perceives the industry risk too be much higher than before, As a consequence the consumer begins to collect the information on his own, he becomes more prudent and also more rational in terms of purchase.(3) the company's actions revolve around restoring and promoting trust, which we define in3categories: competent trust, goodwill trust and integrity trust. Among them,the competent trust is chief.For the firms who were directly involved the crisis with their products, their main agenda is to reform in order to regain the consumer trust. For the firms in the same industry but not directly involved, the crisis is an opportunity to enhance trust.(4) the government after the crisis focuses on enhancing the competent trust to raise goodwill trust and openness/transparency trust. The government then promotes the trust in the institutions and regulations. Point of emphasis are the concern for the wellbeing if the industry and consumer, upgrading supervision measures and improving information mechanisms.(5) after the crisis the firms typically display, listed in order of importance restrain tactics, recall tactics as well as communication tactics. On the other hand the government effective measures are to enhance regulations followed by improving the legislature and strengthening control mechanisms.
The novelty in the research of this paper lies in (1) In this paper, based on the interaction between company and consumer, the relevant actions are discussed. Additionally the effective measures to repair trust form the company and government side are discussed. This is the novelty in the research of industry trust. Taking the2008melamine scandal as a case study for the research, the conclusions of this paper are more convincing and credible.(2) Previous studies have focused on the strategies to repair the trust after crises. Few studies have focused on the trust repair tactics of the whole industry. This paper break not only researches the crisis of the single brand, but puts the emphasis on multi brand and industry crisis and the process of regaining trust。
本文以乳品行业2008年的三聚氰胺事件为背景,在全方位剖析多品牌危机事件现象的基础上,采用2012年的乳品市场调研数据,对多品牌危机事件后的行业信任状况进行描述性分析后,通过对多品牌危机事件后行业信任相关者的行为分析、以及企业与政府的行业信任修复对策的实证分析,系统研究了多品牌危机事件对行业信任影响的程度及后果。具体而言,本文将围绕以下几个问题展开：(1)分析了多品牌危机事件的现象及多品牌危机后的行业信任现状,揭示了多品牌危机的成因及多品牌危机后行业信任的特点；(2)研究多品牌危机发生后行业信任的施信方和受信方的行为选择,通过此来探讨多品牌危机后信任双方的行为对行业信任的影响；(3)探究了多品牌危机后行业信任修复的对策研究,从政府和企业两个方面探讨信任修复的策略。
本文得出的结论主要有：(1)多品牌危机事件主要是由于产业链主体之间的利益分配机制不完善所导致。多品牌危机后使得行业信任下降,并且恢复速度缓慢；(2)多品牌危机事件后行业信任的施信方的行为发生改变,主要体现危机事件后施信方判断行业风险增加,开始积极搜寻信息,购买行为更为理性；(3)多品牌危机事件后受信方—企业行为体现为提升消费者对企业的信任,主要是通过提升能力信任来提升善意信任和诚实信任。对于行业中的涉事企业主要通过“整改”的方式提高消费者信任。对于未涉事的企业,主要通过“提升”的方式提高消费者信任；(4)多品牌危机事件后受信方——政府行为体现为提升消费者对政府的信任,政府主要是通过提升能力信任来提升善意信任和公开信任。(5)多品牌危机事件后企业有效的修复策略依次是约束策略、召回策略和信息沟通策略。政府有效的修复措施依次是加强监管、完善立法、加强调控。
本文的创新之处在于：(1)本文创新性以“三聚氰胺”事件为背景这一具体事件采取了行业信任双方的视角研究多品牌危机发生的背景下行业信任双方的行为选择,结合行业危机的特点,研究了对行业信任影响的程度和结果；(2)本文突破了以往品牌修复从单个品牌出发、仅从修复策略进行修复的研究思路,以多品牌对行业信任的影响为基础,通过行业信任双方的行为对比研究,继而探讨行业信任修复的过程。
In recent years, a great number of product related crises have occurred. The crisis first appears in certain clusters and usually involves several brands. This causes the widespread concern of the affected parties. But for the moment studies of such crisis situations have focused on a single brand and the related damage to the firms after the crisis. But the research on the multi-brands crisis is insufficient, which has proven to have a profound negative effect on the whole industry and leads to a lack of confidence form the consumers and decreased willingness to buy the affected industry products. Moreover it will harm the whole industry value chain and can turn into a vicious cycle. The resulting damages to all parties in the value chain can then turn the crisis into a full-fledged industry crisis. Therefore, the comprehensive and scientific research of the faith in an industry after a multi-brands crisis is of important theoretical and practical significance.
From the industry risk point of view, this paper focuses on the dairy industry and takes a closer look at the2008melamine scandal in China. Using the survey data in2012, first we analyze the multi-brand crisis phenomenon, and then give a descriptive analysis of the trust status of the multi-brands crisis and put forward some suggestions on how to repair industry trust by analyzing both the trustee and trustee's actions. The specific research content includes:(1) analyzing the multi-brands crisis phenomenon and trust status, revealing the traits of it and the most critical influences of industry trust.(2) studying the action of the truster (company) and trustor(consumer) and discussing the impact of interaction on industry trust.(3) researching the trust repair tactics of the industry from two aspects, firms and government based on the consumer's trust estimate.
The main conclusion of this research are as follows:(1) the paper find that the main cause of the multi-brands crisis is there exists unfair allocation mechanism in the industrial chain. both the consumer' trust and the consumers' intention to purchase decline after the multi-brands crisis,the speed of the consumer trust recovery is also slow.(2) the consumer's behavior changes, He perceives the industry risk too be much higher than before, As a consequence the consumer begins to collect the information on his own, he becomes more prudent and also more rational in terms of purchase.(3) the company's actions revolve around restoring and promoting trust, which we define in3categories: competent trust, goodwill trust and integrity trust. Among them,the competent trust is chief.For the firms who were directly involved the crisis with their products, their main agenda is to reform in order to regain the consumer trust. For the firms in the same industry but not directly involved, the crisis is an opportunity to enhance trust.(4) the government after the crisis focuses on enhancing the competent trust to raise goodwill trust and openness/transparency trust. The government then promotes the trust in the institutions and regulations. Point of emphasis are the concern for the wellbeing if the industry and consumer, upgrading supervision measures and improving information mechanisms.(5) after the crisis the firms typically display, listed in order of importance restrain tactics, recall tactics as well as communication tactics. On the other hand the government effective measures are to enhance regulations followed by improving the legislature and strengthening control mechanisms.
The novelty in the research of this paper lies in (1) In this paper, based on the interaction between company and consumer, the relevant actions are discussed. Additionally the effective measures to repair trust form the company and government side are discussed. This is the novelty in the research of industry trust. Taking the2008melamine scandal as a case study for the research, the conclusions of this paper are more convincing and credible.(2) Previous studies have focused on the strategies to repair the trust after crises. Few studies have focused on the trust repair tactics of the whole industry. This paper break not only researches the crisis of the single brand, but puts the emphasis on multi brand and industry crisis and the process of regaining trust。
引文
1 数据来源：塑化剂风波突袭,白酒行业或将迎来整合网易财经,http:L//money.163.com/12/1125/14/8H507DK500252603.html
1 资料来源：2008年三聚氰胺婴幼儿奶粉事件,中国网网址：www.food.china.com.cn
2 资料来源：兰州调查队调查：三鹿奶粉事件影响近八成消费者,《兰州日报》
1 数据来源：三聚氰胺事件影响深远奶农无奈倒牛奶,网易财经,网址：http://money.163.com/09/0513/17/597A0H3P00252G50.html
2 数据来源于：2009年《中国乳业年鉴》
1 资料来源：乳业背后最大获利者产品价格远高于平均水平。网易财经网址http://money.163.com/special/view385/
1 资料来源：候茂章.中国乳业产业链与价值链分析.中国乳品工业,2010年(9)：32-44
1 资料来源：多国出台婴儿奶粉“限购令”。新华网,网址：http://news.xinhuanet.com/world/2013-04/12/c_124570103.htm
1 资料来源：三元乳业内部资料
1 数据来源：全国奶站完成清理整顿全部纳入监管。新浪网,网址：http://news.sina.com.cn/c/2011-07-04/043022750502.shtml
[1]Akerlof G. The Market for Lemon:Quality Uncertainty and the Market Mechanism, Quarterly. Journal of Economics,1970,84(3):488-500
[2]Ahluwalia,Rohini.How Prevalent Is the Negativity Effect in Consumer Environments. Journal of Consumer Research,2002,29:270-280
[3]Anderson, J. A. Narus.A Model of Distributor Firm and Manufacturer Firm Working Partnership. Journal of Marketing,1990,54:42-58
[4]Arjun Chaudhuri,Morris B Holbrook. The chain of effects from brand trust and brand affect to brand performance:The Role of Brand Loyalty. Journal of Marketing,2001,65:81-93
[5]Baier A. Trust and antitrust. Ethics,1986,96:231-260
[6]Bauer, R.A. Consumer behavior as risk taking, in Cox, D.F. (Ed.), Risk Taking and Information Handling in Consumer Behavior, Harvard University Press, Boston, MA.,1967
[7]Berman B. Planning for the inevitable product recall. Business Horizons,1999,42(2):69-78
[8]Bocker A. and Hanf C.H. Confidence Lost and Partially Regained:Consumers'Response to Food Scares. Journal of Economic Behavior and Organization 2000,43:471-485
[9]Boulding W., Lee E. and Staelin R.1994. Mastering the mix:Do advertising, promotion, and sales force activities lead to differentiation?. Marketing Res.,1994,31:159-172
[10]Chen M.F. Consumer Trust in Food Safety——A Multidisciplinary Approach and Empirical Evidence from Taiwan. Risk Analysis,2008,28(6):1553-1569
[11]Citrin Jack. Comment:The Political Relevance of Trust in Government. American Political Science Review,1974,68:973-988
[12]Cleeren Kathleen, Marnik G. Dekimpe and Kristiaan Helsen. Weathering Product-Harm Crises. Journal of the Academy of Marketing Science,2008,36(2):262-270
[13]Dahlen M. and Lange F. A disaster is contagious:How a brand in crisis affects other brands.Journal of Advertising Research,2006,46:388-397
[14]Dawar N. and Lei J. Brand crises:The roles of brand familiarity and crisis relevance in determining the impact on brand evaluations. Journal of Business Research,2009,62:509-516
[15]Dawar N. and Pillutla M. M. Impact of product-harm crises on brand equity:the moderating role of consumer expectations. Journal of Marketing Research,2000,37(2):215-226
[16]De Alessi L. and Staaf R.J. What does reputation really assure? The relationship of trademarks to expectations and legal remedies.Economy Enquiry,1994,32:477-485
[17]De Jonge J., Frewer L., Van Trijp H., Renes.R.J., De Wit, W. and Timmers J. Monitoring consumer confidence in food safety:an exploratory study. British Food Journal,2004,106:837-849
[18]De Jonge J., Van Trijp H., Renes R. J. and Frewer L. Understanding consumer confidence in the safety of food:Its two dimensional structure and determinants. Risk Analysis,2007,27:729-740
[19]Dirks K.T. et. Al. Repairing relationships within and between organizations:Building a conceptual foundation. Academy of management review,2009,34(1):68-84
[20]Douglas, M., and A. Wildavsky. Risk and Culture:An Essay on the Selection of Technical and Environmental Dangers. Berkeley, CA:University of California Press.1982
[21]Eisenhardt Kathleen M. Agency Theory:An Assessment and Review. Academy of Management Review,1989,14:57-74
[22]Erdem Tulin and Swait Joffre. Brand Credibility, Brand Consideration and Choice. Journal of Marketing Research,2004,31(6):191-199
[23]Frewer L. J., Howard C., Hedderley D. and Shepherd R. What determines trust in information about food-related risks? Underlying psychological constructs. Risk analysis.1996,16:473-485
[24]Frost Taggart, David V. Stimpson and Micol Maughan. Some Correlates of Trust. The Journal of Psychology,1978,99:103-108
[25]Folkes and Barbara Kotsos, Buyers 'and Sellers' Explanations for Product Failure:Who Done It. Journal of Marketing,1986,50:74-80
[26]Ganesan Shankar. Determinants of Long-Term Orientation in Buyer-Seller Relationships. Journal of Marketing,1994,58:1-19
[27]Gao H., Knight J.G., Zhang H., et al. Guilt by association:heuristic risks for foreign brands during a product-harm crisis in China. Journal of Business Research,2011,66(8):1044-1051
[28]Gillespi N. and Dietz G.Trust Repair after an Organization-Level Failure. Academy of Management Review,2009:34(1):125-147
[29]Grayson K., Johnson D. and Chen D. Is firm trust essential in a trusted environment? How trust in the business context influences customers. Journal of Marketing Research,2008,45(2):241-256
[30]Green J.M., Draper A.K. and Dowler E.A. Short cuts to safety:Risk and rules of thumb inaccounts of food choice. Health, Risk and Society.2003,5(1):33-52
[31]Hagen James M. and Soonkyoo Choe. Trust in Japanese Inter firm Relations:Institutional Sanctions Matter. Academy of Management Review,1998,23:589-600
[32]Heerde H.J., Helsen K. and Dekimpe M.G., Managing product-harm crises, Research Paper ERS-2005-044-MKT,Rotterdam School of Management,Erasmus Research Institute of Management, Erasmus University and Erasmus School of Economics, Rotterdam,2005,July 29, pp.1-35
[33]Huang C.L. Simultaneous-equation model for estimating consumer risk perceptions, attitudes, and wi]lingness-to-pay for residue-free produce, The Journal of Consumer Affairs,1993,27 (2): 377-388
[34]Jarrell, G.A. and Peltzman, S. The impact of product recalls on the wealth of sellers. Journal of Political Economy,1985,3:512-536
[35]Jean,W.Huyler. Crisis communication Communication about negotiation.Nati, Press Bldg,1981.
[36]Jedidi K., Mela C.F. and Gupta S. Managing advertising and promotion for long-run profitability. Marketing Sci.,1999,18(l):1-22
[37]Jing Lei, Niraj Dawar and Jos Lemmink. Negative Spillover in Brand Portfolios:Exploring the Antecedents of Asymmetric Effects. Journal of Marketing,2008,25:1547-7185
[38]Johnson B.B.. Exploring dimensionality in the origins of hazard-related trust.Journal of Risk Research,1999,2(4):325-354.
[39]Keiningham T., Aksoy L., Perkins-Munn T. and Vavra, T. The brand-customer connection, Marketing Management,2005,33-37
[40]Kim P.H., Ferrin D.L. and Cooper C.D. Removing the Shadow of Suspicion:The Effects of Apology Versus Denial for Repairing Competence-Versus Integrity-Based Trust Violations. Journal of Applied Psychology,2004,89:104-118
[41]Kumar, Lisa K. Scheer, and Jan-Benedict E.M. Steenkamp. The Effects of Supplier Fairness on Vulnerable Resellers. Journal of Marketing Research,1995,32:54-65
[42]Kuznesof S., Tregear A. and Moxey A. Regional foods:a consumer perspective. British Food Journal,1997,99(6):199-206.
[43]Larzerele R.E. and Huston T.L. The dyadic trust scale:Toward understanding interpersonal trust in close relationships, Journal of Marriage and Family.1980,42:595-604.
[44]Laufer D., Silvera D.H. and Meyer T. Exploring differences between older and younger consumers in attributions of blame of product harm crises, Academy of Marketing Science Review,2005,7:1-21
[45]Lewis J. David and Andrew Weigert. Trust as a Social Reality. Social Forces,1985,63:967-985
[46]Lewicki R. J. and Bunker B.B. Developing and maintaining trust in work relationships. Kramer R.M. and Tylers T.R.(Eds.). Trust in organizations:Frontiers of theory and research. CA:Sage, 1996:114-139.
[47]Lewis J.D. and Weigert A.J. Trust as a social reality. Social Forces,1985,63:967-985
[48]Lim J., Currim I. and Andrews R. Capturing Consumer Heterogeneity in Long-run Effects of Promotions, International Journal of Research in Marketing, forthcoming.,2005
[49]Lindell M.K. and Carla S. Assessing Community Impacts of National Disaters. Nation Hazards Reviews,2003,11:176-186
[50]Mitra K., Reiss M.C. and Capella, L.M. An examination of perceived risk, information search and behavioral intentions in search, experience and credence services'. The Journal of Services Marketing,1999,13 (3):208-228
[51]Roselius T. Consumer rankings of risk reduction methods, Journal of Marketing,1971,35(1):56-61.
[52]Mayer R.C., DAVIS J.H. An Integrative of Organizational Trust. Academy of Management Review,1995,20(3):709-734
[53]McAllister D.H. Affect-and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations. Academy of Management Journal,1995,38(1):24-59
[54]McKnight D. Hartisan and Norman L. Chervany, what Trust Means in E. Commerce Customer Relationships:An Interdisciplinary ConceCP Tual Typology, Int. Journal of Electronic Commerce/ winter 2001,6(2):35-59.
[55]Mitchell V.W. A role for consumer risk perceptions in grocery retailing. British Food Journal, 1998,100(4):171-183
[56]Morgan R. M., Hunt, S. D. The Commitment Trust The pry of Relationship Marketing, Journal of Marketing,1994,58:20-38
[57]Nakayachi K. and Watanabe M. Repairing trustworthiness after adverse events:The signaling effects of voluntary "hostage posting" on trust. Organizational Behavior and Human Decision Processes,2005,97:1-17
[58]Pennings J.M.E, Wansink B. and Meulenberg M.T.G. A note on modeling the consumer reactions to a crisis:The case of the mad cow disease. International Journal of Research in Marketing,2002,19:91-100
[59]Pootinga W. and Pidgeon N.F. Exploring the dimensionality of trust in risk regulation. Risk Analysis,2003,23(5):961-997
[60]Pugh R. Food safety and the retail industry. International Journal of Retail & Distribution Management,1990,18(6):3-7
[61]Pullig C. and Netemeyer R.G. Attitude basis, certainty, and challenge alignment:A case of negative brand publicity. Journal of the Academy of marketing science,2006,34(4):528-542
[62]Rempel, and M. P. Zanna. Trust in Close Relationships. Journal of Personality and Social Psychology,1985,49:95-112.
[63]Roehm M.L. and Tybout A.M. When will a brand scandal spillover and how should competitors respond?, Journal of Marketing Research,2006,53(3):366-73
[64]Roehm M.L. and Michael B. Consumer response to performance failures by high-equity brands. Journal of Consumer Research,2007,34(12):537-545
[65]Schurr Paul H. and Julie L. Ozanne. Influences on Exchange Processes:Buyer's Precession of a Seller's llmstworthiness and Bargaining Tbughness, Journal of Consumer Research1985,11:939-953
[66]Scott, Cuthbert L. Interpersonal trust:A comparison of attitudinal and situational factors. Human relations,1980,33(11):805-812
[67]Selnes F. Antecedents and consequences of trust and satisfaction in buyer-seller relationships, European Journal of Marketing,1998,32:305-322
[68]Shapiro B.P. Price reliance:existence and sources, Journal of Marketing Research,1973,10:286-94
[69]Shapiro Susan P. The Social Control of Impersonal Trust. American Journal of Sociology,1987,93: 623-658
[70]Shrivastava P. Understanding industrial crises. New York University working paper,1986
[71]Sirdeshmukh D., Singh J. and Sabol B. Consumer trust,value, and loyalty in relational exchanges. Journal of Marketing,2002,66:15-37
[72]Sitkin S. and Roth A. Explaining the limited effectiveness of legalistic "remedies" for trust/distrust. Organization Science,1993,4:367-392
[73]Siomkos G.J. On achieving exoneration after a product safety industrial Crisis. Journal of Business & Industrial Marketing,1999,14:17-29
[74]Siomkos G.J. and Kurzbard G. The hidden crisis in product-harm crisis. Management. European Journal of Marketing,1994,28(2):30-41
[75]Siomkos G. and Malliaris P. Consumer response to company communications during a product harm crisis. Journal of Applied Business Research,1992,8 (3):1-9
[76]Siomkos G.J. and Shrivartara P. Responding to product liability crises. Long Range Planning, 1993,26(5):72-92
[77]Siomkos G., Triantafillidou A. et al., Opportunities and threats for competitors in product-harm crises. Marketing Intelligence & Planning,2010,28 (6):770-791
[78]Slovic P. Perception of risk. Science,1987,236:280-295
[79]Sun Tao. The roles of trust and experience in consumer confidence in conducting e-commerce:a cross-cultural comparison between France and Germany. International Journal of Consumer Studies, 2011,35:330-337
[80]Swan J. E.,Trawick I.F., Rink J.D.R. and Roberts J. Measuring dimensions of purchaser trust of industrial salespeople, Journal of Personal Selling and Management,1988,8(1):1-9
[81]Thomas L. Barton, William G. Shenkir, Paul L. Walker, Making Enterprise Risk Management Pay Off, FT Press,2002
[82]Tomlinson E.C., Dineen B.R. and Lewicki R.J. The Road to Reconciliation:Antecedents of Victim Willingness to Reconcile Following a Broken Promise. Journal of Management,2004. 30(2):165-187
[83]Tsang, A.S.L. Military doctrine in crisis management:three beverage contamination cases. Business Horizons,2000, September-October,65-73
[84]Vassilikopoulou A., Lepetsos A., et al. The importance of factors influencing product-harm crisis management across different crisis extent levels:A conjoint analysis. Journal of Targeting, Measurement and Analysis for Marketing,2009,17(1):65-74.
[85]Wallace N. Davidson, Dan L. Worre. Research notes and communications:The effect of product recall announcements on shareholder wealth.Strategic ManagemenJournal,1992,13(6):467-473
[86]Wrightsman L.S. Assumptions about human nature (2nd ed.). Newbury Park, CA,1992
[87]Van Heerde, Harald J., Kristiaan Helsen, and Mamik G. Dekimpe. The Impact of a Product-Harm Crisis on Marketing Effectiveness, Marketing Science,2007,26 (2),230-45
[88]Yeung R.M.W. and Yee W.M.S. Risk reduction:an insight from the UK poultry industry. Nutrition & Food Science,2003,(33):219-229
[89]Zhou Y.H. and Wang E.. Urban consumers' attitudes towards the safety of milk powder after the melamine scandal in 2008 and the factors influencing the attitudes,China agricultural Economic Review,2011.3(1):101-111
[90]Zeelenberg M. The use of crying over spilled milk:A note on the rationality and functionality of regret. Philosophical Psychology,1999,13:326-340
[91]Zucker, L. G. Production of Trust:Institutional Sources of Economic Structure,1840-1920, in L. L. Cummings and B. M. Staw (Eds.), Research in Organizational Behavior,8, Greenwich, CT:JAI Press, Inc,53-111,1986
[92]Zhao Yi, Ying Zhao, and Kristiaan Helsen. Consumer Leaning in a Turbulent Market Environment: Modeling Consumer Choice Dynamics in the Wake of a Product-Harm Crisis, Journal of Marketing Research,2007,48:255-267
[93]查莹华.企业危机善后修复研究：[硕士学位论文].上海：上海外国语大学,2013
[94]陈维举,杜柏玲.体验后悔调节策略研究的回顾与展望.绵阳师范学院学报,2010,29(12)：102-105
[95]陈永红,刘自杰,刘宏.食物的安全不对称信息下的供求分析.中国食物与营养,2005,10：10-12
[96]崔金欢,符国群.产品危害事件对品牌资产变动的影响.南开管理评论,2002,05：17-22
[97]董亚妮.产品伤害危机市场恢复策略研究.商业研究,2010,3：23-27
[98]段桂敏,余伟萍.过失型、蓄意型产品伤害危机对品牌组合购买意愿影响研究——消费者负面情感的中介作用.管理现代化,2012,2：29-31
[99]方正.产品伤害危机应对方式对顾客感知危险的影响——基于中国消费者的实证研究.经济体制改革,2007,3：173-176
[100]方正,杨洋,江明华,李蔚,李珊.可辩解型产品伤害为积极应对策略对品牌资产的影响研究：调节变量和中介变量的作用.南开管理评论,2011,4：69-79
[101]樊春雷,马谋超,王詠,丁夏齐.突发性危机情景下抢购现象的发生及其应对策略.心理科学进展,2003,11(04)：368-374
[102]何浏,王海忠.基于感知的品牌丑闻对明显代言人评价的影响.商业经济与管理,2010,221(03)：72-79
[103]胡卫中.消费者食品安全风险认知实证研究：[博士学位论文].浙江：浙江大学,2010
[104]金玉芳.消费者品牌信任研究：[博士学位论文].辽宁：大连理工大学,2005
[105]金玉芳,董大海.消费者信任影响因素实证研究—基于过程的观点.管理世界,2004,07：93-99
[106]李安云.品牌危机的成因、防范及处理模式探讨.商场现代化,2009,563(02)：131-132
[107]李丹婷.论制度信任及政府在其中的作用.中央福建省委党校学报,2006,8：33-36
[108]李国峰,邹鹏,陈涛.产品伤害危机管理对品牌声誉与品牌忠诚关系的影响研究.中国软科学,2008,1：108-134
[109]林涛.消费者后悔理论研究综述.江苏商论,2012,3：13-15
[110]林英晖.供应链企业间信任研究：价值、评判与建立.经济管理出版社,2007
[111]刘呈庆,孙曰瑶,龙文军,白杨.竞争、管理与规制：乳制品企业三聚氰胺污染影响因素的实证分析.管理世界,2009,12：67-78
[112]刘艳秋,周星.基于食品安全的消费者信任形成机制研究.现代管理科学,2009,07：55-57
[113]卢菲菲,何坪华,闵锐.消费者对食品质量安全信任影响因素分析.西北农林科技大学学报,2010,01：72-77
[114]陆娟,张振兴,杨青青.基于品牌联合的食品品牌信任提升研究.商业经济与管理,2011,1：76-85：
[115]陆娟,边雅静.不同元素品牌联合模式下的主品牌联合效应研究.管理世界,2010,11：114-122
[116]陆娟,边雅静,吴芳.品牌联合的消费者评价及其影响因素：基于二维结构的实证分析.管理世界,2009,10：115-125
[117]吕建兴,潘传快,祁春节.突发事件对柑橘流通的影响机理及其对策—以2008年雪灾冻害、柑橘大实蝇事件为例.华中农业大学学报,2010,6：46-51
[118]孟博,刘茂,李清水,王丽.风险感知理论模型及影响因子分析.中国安全科学学报,2010,20(10)：59-66
[119]漆雁斌,陈卫洪,陈家伟.问题奶粉事件对中国乳制品产业的影响.农村经济,2009,1：4346
[120]青平,陶蕊,严潇潇.农产品伤害危机后消费者信任修复策略研究—基于乳制品行业的实证分析.农业经济问题,2012,10：84-112
[121]全世文,曾寅初,刘媛媛.消费者对国内外品牌奶制品的感知风险与风险态度—基于三聚氰胺事件后的消费者调查.中国农村观察,2011,2：2-15
[122]全世文,曾寅初,刘媛媛,于晓华.食品安全事件后的消费者购买行为恢复——以三聚氰胺事件为例.农业技术经济,2011,7：4-15
[123]宋昆冈.2013年中国乳品行业分析.食品工业科技,2013,21：14-16
[124]孙瑛,马宝龙,李金林.产品伤害危机对顾客价值的影响——基于随机模型方法的实证分析.经济管理,2011,8：80-85
[125]唐小飞,郑杰,孙洪杰.消费者品牌信任瓦解与重塑对策研究.预测,2010,6：8-12
[126]唐钧,林怀明.食品安全事件中的社会态度与管理建议——基于2008年问题奶粉事件的实证分析.经济与管理研究,2009,3：116-121
[127]铁翠香.负面网络口碑的品牌危机研究.当代传播,2010,6：84-86
[128]涂铭,景奉杰,汪兴东.产品伤害危机群发属性如何影响补救预期.商业经济与管理,2012,8：53-62
[129]谢凤华.消费者信任前因、维度和结果的研究：[博士学位论文].浙江：浙江大学,2006
[130]徐碧祥.员工信任对其知识整合与共享意愿的作用机制研究：[博士学位论文].浙江：浙江大学,2007
[131]王二朋.食品安全事件冲击下的消费者食品安全风险感知与应对行为分析：[博士学位论文].南京：南京大学,2012
[132]王爽,陆娟.食品营养标签对消费态度的影响.中国软科学,2011,10：84-92
[133]王威,杨敏杰.“信任品”的信任危机与加强乳制品质量安全的政策建议.农业现代化研究,2009,30(3)：302-305
[134]王晓玉,晁钢令.企业营销负面曝光事件研究综述.外国经济与管理,2009,2：33-39.
[135]王晓玉,晁钢令,吴纪元.产品伤害危机响应方式与消费者考虑集变动一跨产品类别的比较.中国工业经济,2008,7：36-46
[136]王晓玉,晁钢令,吴纪元.产品伤害危机及其处理过程对消费者考虑集的影响.管理世界,2006,5：86-95
[137]王新宇,余明阳.基于消费者信任行为的品牌危机动态演化机制研究.现代管理科学,2010,6：8-10
[138]王秀清,孙云峰.我国食品市场上的质量信号问题.中国农村经济,2002,5：27-32
[139]卫海英,魏巍.消费者宽恕意愿对产品伤害危机影响.经济管理,2011,3(8)：101-108.
[140]吴云霄,龙子午.食品安全监管中的信息不对称及其治理.武汉工业学院学报,2011,30(03)：103-106
[141]阎俊,佘秋玲.消费者抵制的心理机制研究.营销科学学报,2010,6(2)：98-110
[142]闫振宇,基于风险沟通的重大动物疫情应急管理完善研究：[博士学位论文].武汉：华中农业大学,2012
[143]杨中芳,彭泗清.中国人人际信任的概念化：一个人际关系的观点.社会学研究,1999,2：1-21
[144]姚俊.政府失灵与食品安全问题：[硕士学位论文].上海：复旦大学,2009
[145]姚琦,马华雄,乐国安,杨柳.组织信任修复的有效性：兼顾违背类型与修复策略的影响.应用心理学,2012,18(2)：99-108
[146]于春,郑晓明,孙燕军,赵平.品牌信任结构维度的探索性研究.南开管理评论,2006,7(2)：35-44
[147]余伟萍,庄爱玲.品牌负面曝光事件分类及溢出效应差异研究.商业研究,2013,2：21-27
[148]袁登华,罗嗣明,李游.品牌信任结构及其测量研究.心理学探析,2007,3：81-86
[149]曾旺明,李蔚.产品伤害事件对消费者品牌忠诚度的影响机制研究.中国流通经济,2008,7：75-83
[150]曾伟,王志刚,廖贝妮.食品安全事件后消费者购买恢复及恢复速度影响因素分析——以三聚氰胺事件为例.晋阳学刊,2011,2(4)：79-84
[151]张淑萍,陆娟.信任危机下消费者信任提升策略研究,经济问题探索,2014.1
[1S2]张淑萍,陆娟.中国乳品行业的整体状况研究,中国乳品工业,2013.10
[153]张淑萍,陆娟.产品伤害危机后消费者的购买意愿的恢复研究—以乳品行业为例,宏观经济研究,2013.10
[154]张璇,张红霞.毁灭还是重生?多品牌危机中的替罪羊效应.2013年营销科学会议论文
[155]张正林,庄贵军.基于时间继起的消费者信任修复研究.管理科学,2010,23(02)：52-59
[156]郑彬,卫海英.品牌危机的内涵、分类及应对策略研究.现代管理科学,2011,2：91-93
[157]朱延智.企业危机管理.机械工业出版社,2004
1 资料来源：2008年三聚氰胺婴幼儿奶粉事件,中国网网址：www.food.china.com.cn
2 资料来源：兰州调查队调查：三鹿奶粉事件影响近八成消费者,《兰州日报》
1 数据来源：三聚氰胺事件影响深远奶农无奈倒牛奶,网易财经,网址：http://money.163.com/09/0513/17/597A0H3P00252G50.html
2 数据来源于：2009年《中国乳业年鉴》
1 资料来源：乳业背后最大获利者产品价格远高于平均水平。网易财经网址http://money.163.com/special/view385/
1 资料来源：候茂章.中国乳业产业链与价值链分析.中国乳品工业,2010年(9)：32-44
1 资料来源：多国出台婴儿奶粉“限购令”。新华网,网址：http://news.xinhuanet.com/world/2013-04/12/c_124570103.htm
1 资料来源：三元乳业内部资料
1 数据来源：全国奶站完成清理整顿全部纳入监管。新浪网,网址：http://news.sina.com.cn/c/2011-07-04/043022750502.shtml
[1]Akerlof G. The Market for Lemon:Quality Uncertainty and the Market Mechanism, Quarterly. Journal of Economics,1970,84(3):488-500
[2]Ahluwalia,Rohini.How Prevalent Is the Negativity Effect in Consumer Environments. Journal of Consumer Research,2002,29:270-280
[3]Anderson, J. A. Narus.A Model of Distributor Firm and Manufacturer Firm Working Partnership. Journal of Marketing,1990,54:42-58
[4]Arjun Chaudhuri,Morris B Holbrook. The chain of effects from brand trust and brand affect to brand performance:The Role of Brand Loyalty. Journal of Marketing,2001,65:81-93
[5]Baier A. Trust and antitrust. Ethics,1986,96:231-260
[6]Bauer, R.A. Consumer behavior as risk taking, in Cox, D.F. (Ed.), Risk Taking and Information Handling in Consumer Behavior, Harvard University Press, Boston, MA.,1967
[7]Berman B. Planning for the inevitable product recall. Business Horizons,1999,42(2):69-78
[8]Bocker A. and Hanf C.H. Confidence Lost and Partially Regained:Consumers'Response to Food Scares. Journal of Economic Behavior and Organization 2000,43:471-485
[9]Boulding W., Lee E. and Staelin R.1994. Mastering the mix:Do advertising, promotion, and sales force activities lead to differentiation?. Marketing Res.,1994,31:159-172
[10]Chen M.F. Consumer Trust in Food Safety——A Multidisciplinary Approach and Empirical Evidence from Taiwan. Risk Analysis,2008,28(6):1553-1569
[11]Citrin Jack. Comment:The Political Relevance of Trust in Government. American Political Science Review,1974,68:973-988
[12]Cleeren Kathleen, Marnik G. Dekimpe and Kristiaan Helsen. Weathering Product-Harm Crises. Journal of the Academy of Marketing Science,2008,36(2):262-270
[13]Dahlen M. and Lange F. A disaster is contagious:How a brand in crisis affects other brands.Journal of Advertising Research,2006,46:388-397
[14]Dawar N. and Lei J. Brand crises:The roles of brand familiarity and crisis relevance in determining the impact on brand evaluations. Journal of Business Research,2009,62:509-516
[15]Dawar N. and Pillutla M. M. Impact of product-harm crises on brand equity:the moderating role of consumer expectations. Journal of Marketing Research,2000,37(2):215-226
[16]De Alessi L. and Staaf R.J. What does reputation really assure? The relationship of trademarks to expectations and legal remedies.Economy Enquiry,1994,32:477-485
[17]De Jonge J., Frewer L., Van Trijp H., Renes.R.J., De Wit, W. and Timmers J. Monitoring consumer confidence in food safety:an exploratory study. British Food Journal,2004,106:837-849
[18]De Jonge J., Van Trijp H., Renes R. J. and Frewer L. Understanding consumer confidence in the safety of food:Its two dimensional structure and determinants. Risk Analysis,2007,27:729-740
[19]Dirks K.T. et. Al. Repairing relationships within and between organizations:Building a conceptual foundation. Academy of management review,2009,34(1):68-84
[20]Douglas, M., and A. Wildavsky. Risk and Culture:An Essay on the Selection of Technical and Environmental Dangers. Berkeley, CA:University of California Press.1982
[21]Eisenhardt Kathleen M. Agency Theory:An Assessment and Review. Academy of Management Review,1989,14:57-74
[22]Erdem Tulin and Swait Joffre. Brand Credibility, Brand Consideration and Choice. Journal of Marketing Research,2004,31(6):191-199
[23]Frewer L. J., Howard C., Hedderley D. and Shepherd R. What determines trust in information about food-related risks? Underlying psychological constructs. Risk analysis.1996,16:473-485
[24]Frost Taggart, David V. Stimpson and Micol Maughan. Some Correlates of Trust. The Journal of Psychology,1978,99:103-108
[25]Folkes and Barbara Kotsos, Buyers 'and Sellers' Explanations for Product Failure:Who Done It. Journal of Marketing,1986,50:74-80
[26]Ganesan Shankar. Determinants of Long-Term Orientation in Buyer-Seller Relationships. Journal of Marketing,1994,58:1-19
[27]Gao H., Knight J.G., Zhang H., et al. Guilt by association:heuristic risks for foreign brands during a product-harm crisis in China. Journal of Business Research,2011,66(8):1044-1051
[28]Gillespi N. and Dietz G.Trust Repair after an Organization-Level Failure. Academy of Management Review,2009:34(1):125-147
[29]Grayson K., Johnson D. and Chen D. Is firm trust essential in a trusted environment? How trust in the business context influences customers. Journal of Marketing Research,2008,45(2):241-256
[30]Green J.M., Draper A.K. and Dowler E.A. Short cuts to safety:Risk and rules of thumb inaccounts of food choice. Health, Risk and Society.2003,5(1):33-52
[31]Hagen James M. and Soonkyoo Choe. Trust in Japanese Inter firm Relations:Institutional Sanctions Matter. Academy of Management Review,1998,23:589-600
[32]Heerde H.J., Helsen K. and Dekimpe M.G., Managing product-harm crises, Research Paper ERS-2005-044-MKT,Rotterdam School of Management,Erasmus Research Institute of Management, Erasmus University and Erasmus School of Economics, Rotterdam,2005,July 29, pp.1-35
[33]Huang C.L. Simultaneous-equation model for estimating consumer risk perceptions, attitudes, and wi]lingness-to-pay for residue-free produce, The Journal of Consumer Affairs,1993,27 (2): 377-388
[34]Jarrell, G.A. and Peltzman, S. The impact of product recalls on the wealth of sellers. Journal of Political Economy,1985,3:512-536
[35]Jean,W.Huyler. Crisis communication Communication about negotiation.Nati, Press Bldg,1981.
[36]Jedidi K., Mela C.F. and Gupta S. Managing advertising and promotion for long-run profitability. Marketing Sci.,1999,18(l):1-22
[37]Jing Lei, Niraj Dawar and Jos Lemmink. Negative Spillover in Brand Portfolios:Exploring the Antecedents of Asymmetric Effects. Journal of Marketing,2008,25:1547-7185
[38]Johnson B.B.. Exploring dimensionality in the origins of hazard-related trust.Journal of Risk Research,1999,2(4):325-354.
[39]Keiningham T., Aksoy L., Perkins-Munn T. and Vavra, T. The brand-customer connection, Marketing Management,2005,33-37
[40]Kim P.H., Ferrin D.L. and Cooper C.D. Removing the Shadow of Suspicion:The Effects of Apology Versus Denial for Repairing Competence-Versus Integrity-Based Trust Violations. Journal of Applied Psychology,2004,89:104-118
[41]Kumar, Lisa K. Scheer, and Jan-Benedict E.M. Steenkamp. The Effects of Supplier Fairness on Vulnerable Resellers. Journal of Marketing Research,1995,32:54-65
[42]Kuznesof S., Tregear A. and Moxey A. Regional foods:a consumer perspective. British Food Journal,1997,99(6):199-206.
[43]Larzerele R.E. and Huston T.L. The dyadic trust scale:Toward understanding interpersonal trust in close relationships, Journal of Marriage and Family.1980,42:595-604.
[44]Laufer D., Silvera D.H. and Meyer T. Exploring differences between older and younger consumers in attributions of blame of product harm crises, Academy of Marketing Science Review,2005,7:1-21
[45]Lewis J. David and Andrew Weigert. Trust as a Social Reality. Social Forces,1985,63:967-985
[46]Lewicki R. J. and Bunker B.B. Developing and maintaining trust in work relationships. Kramer R.M. and Tylers T.R.(Eds.). Trust in organizations:Frontiers of theory and research. CA:Sage, 1996:114-139.
[47]Lewis J.D. and Weigert A.J. Trust as a social reality. Social Forces,1985,63:967-985
[48]Lim J., Currim I. and Andrews R. Capturing Consumer Heterogeneity in Long-run Effects of Promotions, International Journal of Research in Marketing, forthcoming.,2005
[49]Lindell M.K. and Carla S. Assessing Community Impacts of National Disaters. Nation Hazards Reviews,2003,11:176-186
[50]Mitra K., Reiss M.C. and Capella, L.M. An examination of perceived risk, information search and behavioral intentions in search, experience and credence services'. The Journal of Services Marketing,1999,13 (3):208-228
[51]Roselius T. Consumer rankings of risk reduction methods, Journal of Marketing,1971,35(1):56-61.
[52]Mayer R.C., DAVIS J.H. An Integrative of Organizational Trust. Academy of Management Review,1995,20(3):709-734
[53]McAllister D.H. Affect-and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations. Academy of Management Journal,1995,38(1):24-59
[54]McKnight D. Hartisan and Norman L. Chervany, what Trust Means in E. Commerce Customer Relationships:An Interdisciplinary ConceCP Tual Typology, Int. Journal of Electronic Commerce/ winter 2001,6(2):35-59.
[55]Mitchell V.W. A role for consumer risk perceptions in grocery retailing. British Food Journal, 1998,100(4):171-183
[56]Morgan R. M., Hunt, S. D. The Commitment Trust The pry of Relationship Marketing, Journal of Marketing,1994,58:20-38
[57]Nakayachi K. and Watanabe M. Repairing trustworthiness after adverse events:The signaling effects of voluntary "hostage posting" on trust. Organizational Behavior and Human Decision Processes,2005,97:1-17
[58]Pennings J.M.E, Wansink B. and Meulenberg M.T.G. A note on modeling the consumer reactions to a crisis:The case of the mad cow disease. International Journal of Research in Marketing,2002,19:91-100
[59]Pootinga W. and Pidgeon N.F. Exploring the dimensionality of trust in risk regulation. Risk Analysis,2003,23(5):961-997
[60]Pugh R. Food safety and the retail industry. International Journal of Retail & Distribution Management,1990,18(6):3-7
[61]Pullig C. and Netemeyer R.G. Attitude basis, certainty, and challenge alignment:A case of negative brand publicity. Journal of the Academy of marketing science,2006,34(4):528-542
[62]Rempel, and M. P. Zanna. Trust in Close Relationships. Journal of Personality and Social Psychology,1985,49:95-112.
[63]Roehm M.L. and Tybout A.M. When will a brand scandal spillover and how should competitors respond?, Journal of Marketing Research,2006,53(3):366-73
[64]Roehm M.L. and Michael B. Consumer response to performance failures by high-equity brands. Journal of Consumer Research,2007,34(12):537-545
[65]Schurr Paul H. and Julie L. Ozanne. Influences on Exchange Processes:Buyer's Precession of a Seller's llmstworthiness and Bargaining Tbughness, Journal of Consumer Research1985,11:939-953
[66]Scott, Cuthbert L. Interpersonal trust:A comparison of attitudinal and situational factors. Human relations,1980,33(11):805-812
[67]Selnes F. Antecedents and consequences of trust and satisfaction in buyer-seller relationships, European Journal of Marketing,1998,32:305-322
[68]Shapiro B.P. Price reliance:existence and sources, Journal of Marketing Research,1973,10:286-94
[69]Shapiro Susan P. The Social Control of Impersonal Trust. American Journal of Sociology,1987,93: 623-658
[70]Shrivastava P. Understanding industrial crises. New York University working paper,1986
[71]Sirdeshmukh D., Singh J. and Sabol B. Consumer trust,value, and loyalty in relational exchanges. Journal of Marketing,2002,66:15-37
[72]Sitkin S. and Roth A. Explaining the limited effectiveness of legalistic "remedies" for trust/distrust. Organization Science,1993,4:367-392
[73]Siomkos G.J. On achieving exoneration after a product safety industrial Crisis. Journal of Business & Industrial Marketing,1999,14:17-29
[74]Siomkos G.J. and Kurzbard G. The hidden crisis in product-harm crisis. Management. European Journal of Marketing,1994,28(2):30-41
[75]Siomkos G. and Malliaris P. Consumer response to company communications during a product harm crisis. Journal of Applied Business Research,1992,8 (3):1-9
[76]Siomkos G.J. and Shrivartara P. Responding to product liability crises. Long Range Planning, 1993,26(5):72-92
[77]Siomkos G., Triantafillidou A. et al., Opportunities and threats for competitors in product-harm crises. Marketing Intelligence & Planning,2010,28 (6):770-791
[78]Slovic P. Perception of risk. Science,1987,236:280-295
[79]Sun Tao. The roles of trust and experience in consumer confidence in conducting e-commerce:a cross-cultural comparison between France and Germany. International Journal of Consumer Studies, 2011,35:330-337
[80]Swan J. E.,Trawick I.F., Rink J.D.R. and Roberts J. Measuring dimensions of purchaser trust of industrial salespeople, Journal of Personal Selling and Management,1988,8(1):1-9
[81]Thomas L. Barton, William G. Shenkir, Paul L. Walker, Making Enterprise Risk Management Pay Off, FT Press,2002
[82]Tomlinson E.C., Dineen B.R. and Lewicki R.J. The Road to Reconciliation:Antecedents of Victim Willingness to Reconcile Following a Broken Promise. Journal of Management,2004. 30(2):165-187
[83]Tsang, A.S.L. Military doctrine in crisis management:three beverage contamination cases. Business Horizons,2000, September-October,65-73
[84]Vassilikopoulou A., Lepetsos A., et al. The importance of factors influencing product-harm crisis management across different crisis extent levels:A conjoint analysis. Journal of Targeting, Measurement and Analysis for Marketing,2009,17(1):65-74.
[85]Wallace N. Davidson, Dan L. Worre. Research notes and communications:The effect of product recall announcements on shareholder wealth.Strategic ManagemenJournal,1992,13(6):467-473
[86]Wrightsman L.S. Assumptions about human nature (2nd ed.). Newbury Park, CA,1992
[87]Van Heerde, Harald J., Kristiaan Helsen, and Mamik G. Dekimpe. The Impact of a Product-Harm Crisis on Marketing Effectiveness, Marketing Science,2007,26 (2),230-45
[88]Yeung R.M.W. and Yee W.M.S. Risk reduction:an insight from the UK poultry industry. Nutrition & Food Science,2003,(33):219-229
[89]Zhou Y.H. and Wang E.. Urban consumers' attitudes towards the safety of milk powder after the melamine scandal in 2008 and the factors influencing the attitudes,China agricultural Economic Review,2011.3(1):101-111
[90]Zeelenberg M. The use of crying over spilled milk:A note on the rationality and functionality of regret. Philosophical Psychology,1999,13:326-340
[91]Zucker, L. G. Production of Trust:Institutional Sources of Economic Structure,1840-1920, in L. L. Cummings and B. M. Staw (Eds.), Research in Organizational Behavior,8, Greenwich, CT:JAI Press, Inc,53-111,1986
[92]Zhao Yi, Ying Zhao, and Kristiaan Helsen. Consumer Leaning in a Turbulent Market Environment: Modeling Consumer Choice Dynamics in the Wake of a Product-Harm Crisis, Journal of Marketing Research,2007,48:255-267
[93]查莹华.企业危机善后修复研究：[硕士学位论文].上海：上海外国语大学,2013
[94]陈维举,杜柏玲.体验后悔调节策略研究的回顾与展望.绵阳师范学院学报,2010,29(12)：102-105
[95]陈永红,刘自杰,刘宏.食物的安全不对称信息下的供求分析.中国食物与营养,2005,10：10-12
[96]崔金欢,符国群.产品危害事件对品牌资产变动的影响.南开管理评论,2002,05：17-22
[97]董亚妮.产品伤害危机市场恢复策略研究.商业研究,2010,3：23-27
[98]段桂敏,余伟萍.过失型、蓄意型产品伤害危机对品牌组合购买意愿影响研究——消费者负面情感的中介作用.管理现代化,2012,2：29-31
[99]方正.产品伤害危机应对方式对顾客感知危险的影响——基于中国消费者的实证研究.经济体制改革,2007,3：173-176
[100]方正,杨洋,江明华,李蔚,李珊.可辩解型产品伤害为积极应对策略对品牌资产的影响研究：调节变量和中介变量的作用.南开管理评论,2011,4：69-79
[101]樊春雷,马谋超,王詠,丁夏齐.突发性危机情景下抢购现象的发生及其应对策略.心理科学进展,2003,11(04)：368-374
[102]何浏,王海忠.基于感知的品牌丑闻对明显代言人评价的影响.商业经济与管理,2010,221(03)：72-79
[103]胡卫中.消费者食品安全风险认知实证研究：[博士学位论文].浙江：浙江大学,2010
[104]金玉芳.消费者品牌信任研究：[博士学位论文].辽宁：大连理工大学,2005
[105]金玉芳,董大海.消费者信任影响因素实证研究—基于过程的观点.管理世界,2004,07：93-99
[106]李安云.品牌危机的成因、防范及处理模式探讨.商场现代化,2009,563(02)：131-132
[107]李丹婷.论制度信任及政府在其中的作用.中央福建省委党校学报,2006,8：33-36
[108]李国峰,邹鹏,陈涛.产品伤害危机管理对品牌声誉与品牌忠诚关系的影响研究.中国软科学,2008,1：108-134
[109]林涛.消费者后悔理论研究综述.江苏商论,2012,3：13-15
[110]林英晖.供应链企业间信任研究：价值、评判与建立.经济管理出版社,2007
[111]刘呈庆,孙曰瑶,龙文军,白杨.竞争、管理与规制：乳制品企业三聚氰胺污染影响因素的实证分析.管理世界,2009,12：67-78
[112]刘艳秋,周星.基于食品安全的消费者信任形成机制研究.现代管理科学,2009,07：55-57
[113]卢菲菲,何坪华,闵锐.消费者对食品质量安全信任影响因素分析.西北农林科技大学学报,2010,01：72-77
[114]陆娟,张振兴,杨青青.基于品牌联合的食品品牌信任提升研究.商业经济与管理,2011,1：76-85：
[115]陆娟,边雅静.不同元素品牌联合模式下的主品牌联合效应研究.管理世界,2010,11：114-122
[116]陆娟,边雅静,吴芳.品牌联合的消费者评价及其影响因素：基于二维结构的实证分析.管理世界,2009,10：115-125
[117]吕建兴,潘传快,祁春节.突发事件对柑橘流通的影响机理及其对策—以2008年雪灾冻害、柑橘大实蝇事件为例.华中农业大学学报,2010,6：46-51
[118]孟博,刘茂,李清水,王丽.风险感知理论模型及影响因子分析.中国安全科学学报,2010,20(10)：59-66
[119]漆雁斌,陈卫洪,陈家伟.问题奶粉事件对中国乳制品产业的影响.农村经济,2009,1：4346
[120]青平,陶蕊,严潇潇.农产品伤害危机后消费者信任修复策略研究—基于乳制品行业的实证分析.农业经济问题,2012,10：84-112
[121]全世文,曾寅初,刘媛媛.消费者对国内外品牌奶制品的感知风险与风险态度—基于三聚氰胺事件后的消费者调查.中国农村观察,2011,2：2-15
[122]全世文,曾寅初,刘媛媛,于晓华.食品安全事件后的消费者购买行为恢复——以三聚氰胺事件为例.农业技术经济,2011,7：4-15
[123]宋昆冈.2013年中国乳品行业分析.食品工业科技,2013,21：14-16
[124]孙瑛,马宝龙,李金林.产品伤害危机对顾客价值的影响——基于随机模型方法的实证分析.经济管理,2011,8：80-85
[125]唐小飞,郑杰,孙洪杰.消费者品牌信任瓦解与重塑对策研究.预测,2010,6：8-12
[126]唐钧,林怀明.食品安全事件中的社会态度与管理建议——基于2008年问题奶粉事件的实证分析.经济与管理研究,2009,3：116-121
[127]铁翠香.负面网络口碑的品牌危机研究.当代传播,2010,6：84-86
[128]涂铭,景奉杰,汪兴东.产品伤害危机群发属性如何影响补救预期.商业经济与管理,2012,8：53-62
[129]谢凤华.消费者信任前因、维度和结果的研究：[博士学位论文].浙江：浙江大学,2006
[130]徐碧祥.员工信任对其知识整合与共享意愿的作用机制研究：[博士学位论文].浙江：浙江大学,2007
[131]王二朋.食品安全事件冲击下的消费者食品安全风险感知与应对行为分析：[博士学位论文].南京：南京大学,2012
[132]王爽,陆娟.食品营养标签对消费态度的影响.中国软科学,2011,10：84-92
[133]王威,杨敏杰.“信任品”的信任危机与加强乳制品质量安全的政策建议.农业现代化研究,2009,30(3)：302-305
[134]王晓玉,晁钢令.企业营销负面曝光事件研究综述.外国经济与管理,2009,2：33-39.
[135]王晓玉,晁钢令,吴纪元.产品伤害危机响应方式与消费者考虑集变动一跨产品类别的比较.中国工业经济,2008,7：36-46
[136]王晓玉,晁钢令,吴纪元.产品伤害危机及其处理过程对消费者考虑集的影响.管理世界,2006,5：86-95
[137]王新宇,余明阳.基于消费者信任行为的品牌危机动态演化机制研究.现代管理科学,2010,6：8-10
[138]王秀清,孙云峰.我国食品市场上的质量信号问题.中国农村经济,2002,5：27-32
[139]卫海英,魏巍.消费者宽恕意愿对产品伤害危机影响.经济管理,2011,3(8)：101-108.
[140]吴云霄,龙子午.食品安全监管中的信息不对称及其治理.武汉工业学院学报,2011,30(03)：103-106
[141]阎俊,佘秋玲.消费者抵制的心理机制研究.营销科学学报,2010,6(2)：98-110
[142]闫振宇,基于风险沟通的重大动物疫情应急管理完善研究：[博士学位论文].武汉：华中农业大学,2012
[143]杨中芳,彭泗清.中国人人际信任的概念化：一个人际关系的观点.社会学研究,1999,2：1-21
[144]姚俊.政府失灵与食品安全问题：[硕士学位论文].上海：复旦大学,2009
[145]姚琦,马华雄,乐国安,杨柳.组织信任修复的有效性：兼顾违背类型与修复策略的影响.应用心理学,2012,18(2)：99-108
[146]于春,郑晓明,孙燕军,赵平.品牌信任结构维度的探索性研究.南开管理评论,2006,7(2)：35-44
[147]余伟萍,庄爱玲.品牌负面曝光事件分类及溢出效应差异研究.商业研究,2013,2：21-27
[148]袁登华,罗嗣明,李游.品牌信任结构及其测量研究.心理学探析,2007,3：81-86
[149]曾旺明,李蔚.产品伤害事件对消费者品牌忠诚度的影响机制研究.中国流通经济,2008,7：75-83
[150]曾伟,王志刚,廖贝妮.食品安全事件后消费者购买恢复及恢复速度影响因素分析——以三聚氰胺事件为例.晋阳学刊,2011,2(4)：79-84
[151]张淑萍,陆娟.信任危机下消费者信任提升策略研究,经济问题探索,2014.1
[1S2]张淑萍,陆娟.中国乳品行业的整体状况研究,中国乳品工业,2013.10
[153]张淑萍,陆娟.产品伤害危机后消费者的购买意愿的恢复研究—以乳品行业为例,宏观经济研究,2013.10
[154]张璇,张红霞.毁灭还是重生?多品牌危机中的替罪羊效应.2013年营销科学会议论文
[155]张正林,庄贵军.基于时间继起的消费者信任修复研究.管理科学,2010,23(02)：52-59
[156]郑彬,卫海英.品牌危机的内涵、分类及应对策略研究.现代管理科学,2011,2：91-93
[157]朱延智.企业危机管理.机械工业出版社,2004