| Status | 已發表Published |
| How Does the Explanation after a Crisis Affect Consumers Trust and Distrust towards the Company | |
Chen, X. Y. ; Wang, Y.
| |
| 2013-07-01 | |
| Source Publication | 35th INFORMS Marketing Science Conference
 |
| Abstract | The first focus of this study is to theorize and test the effects of explanations on consumers trust and distrust from persuasion and knowledge-based trust perspective. Based on attribution theory and the concept of locus of control in literature, two kinds of explanation were designed in the experiment. This study further examines one contingent factor, i.e. consumers’ skepticism towards the brand. Based on schema theory, this study takes a closer look at the interaction effects of explanation and this consumers’ trait of skepticism towards the brand. In this study, we assemble a framework that highlights when specific communication strategies should be used to help a brand restore consumers trust and avert distrust. |
| Keyword | Crisis Management consumer trust |
| URL | View the original |
| Language | 英語English |
| The Source to Article | PB_Publication |
| PUB ID | 16229 |
| Document Type | Conference paper |
| Collection | DEPARTMENT OF MANAGEMENT AND MARKETING |
| Recommended Citation GB/T 7714 | Chen, X. Y.,Wang, Y.. How Does the Explanation after a Crisis Affect Consumers Trust and Distrust towards the Company[C], 2013. |
| APA | Chen, X. Y.., & Wang, Y. (2013). How Does the Explanation after a Crisis Affect Consumers Trust and Distrust towards the Company. 35th INFORMS Marketing Science Conference. |
| Files in This Item: | There are no files associated with this item. | |||||
Items in the repository are protected by copyright, with all rights reserved, unless otherwise indicated.
Edit Comment