产品伤害危机中消费者应对行为的形成机制研究——基于PADM理论视角的扎根分析

›› 2019, Vol. 31 ›› Issue (8): 230-239.

产品伤害危机中消费者应对行为的形成机制研究——基于PADM理论视角的扎根分析

范春梅¹, 叶登楠¹, 李华强²

1. 西南交通大学经济管理学院, 成都 610031;
2. 西南交通大学公共管理与政法学院, 成都 610031

收稿日期:2017-04-20 出版日期:2019-08-28 发布日期:2019-09-11
通讯作者: 李华强(通讯作者),西南交通大学公共管理与政法学院副教授,硕士生导师,博士
作者简介:范春梅,西南交通大学经济管理学院副教授,硕士生导师,博士;叶登楠,西南交通大学经济管理学院硕士研究生。
基金资助:
国家自然科学基金重大项目（71490722）；国家自然科学基金青年项目（71402150）；教育部人文社会科学研究青年基金项目（18YJC630028；17YJC630056）；成都市科学技术局2018年软科学研究项目（2017-RK00-00399-ZF）；中央高校基本科研业务费资助项目（2682018WQN09； 2682017WTD21）。

The Formation Mechanism of Consumers' Coping Behavior in Product Harm Crisis——A Grounded Research Based on PADM Theory

Fan Chunmei¹, Ye Dengnan¹, Li Huaqiang²

1. School of Economics and Management, Southwest Jiaotong University, Chengdu 610031;
2. School of Public Affairs and Law, Southwest Jiaotong University, Chengdu 610031

Received:2017-04-20 Online:2019-08-28 Published:2019-09-11

摘要/Abstract

摘要：

本文采用扎根理论分析方法，通过收集和分析消费电子产品伤害危机事件的微博数据，结合PADM理论、应对行为理论，构建了产品伤害危机中消费者应对行为的形成机制模型。模型揭示了消费者对产品伤害危机事件的认知受伤害属性、信息源、信息渠道和事件响应的影响，并受企业特征和消费者特征的调节；认知的结果形成感知和判断，包括风险感知、利益相关者感知和行为感知；进而通过行为决策过程，采取问题聚焦应对和情绪聚焦应对。研究结论对于企业提高风险沟通效果、优化危机响应策略具有重要价值。

关键词: 产品伤害危机, 应对行为, PADM理论, 扎根理论

Abstract:

Based on grounded theory methods, through collecting and analyzing consumer electronics product-harm events related microblogs, applying PADM theory and coping behavior theory, this paper develops a model to explain the formation mechanism of consumers' coping behavior in product harm crisis. The model indicates that consumers form their cognition of product harm crisis based on attributes of the harm crisis, information sources, information channels and event responses, and their cognition is moderated by the characteristics of the companies and consumers. The cognition leads to perceptions of risk, stakeholders and behavior, and further forms their problem-focused coping and emotion-focused coping through a behavior decision process. The findings are of great significance for improving the effects of risk communication and crisis response strategies.

Key words: product harm crisis, coping behavior, PADM theory, grounded theory

范春梅, 叶登楠, 李华强. 产品伤害危机中消费者应对行为的形成机制研究——基于PADM理论视角的扎根分析[J]. , 2019, 31(8): 230-239.

Fan Chunmei, Ye Dengnan, Li Huaqiang. The Formation Mechanism of Consumers' Coping Behavior in Product Harm Crisis——A Grounded Research Based on PADM Theory[J]. , 2019, 31(8): 230-239.

参考文献

[1] Siomkos G. J., Kurzbard G. The Hidden Crisis in Product-Harm Crisis Management[J]. European Journal ofMarketing, 1994,28(2):30-41
[2] Vassilikopoulou A., Lepetsos A., Siomkos G., et al. The Importance of Factors Influencing Product-Harm Crisis Management Across Different Crisis Extent Levels:A Conjoint Analysis[J]. Journal of TargetingMeasurement&Analysis for Marketing, 2009,17(1):65-74
[3] 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[J].管理世界, 2006,(5):86-95
[4] Lin C. P., Chen S. C., Chiu C. K., et al. Understanding Purchase Intention During Product-Harm Crises:Moderating Effects of Perceived Corporate Ability and Corporate Social Responsibility[J]. Journal ofBusiness Ethics, 2011,102(3):455-471
[5] 汪兴东,景奉杰,涂铭.产品伤害中不同忠诚度顾客情绪反应及行为意向的差异性研究[J].管理评论, 2013,25(1):73-81
[6] 汪兴东,景奉杰,涂铭.产品伤害事件中顾客反应的形成机制——基于门户网站微博的扎根研究[J].管理评论, 2013,25(9):148-157
[7] 吴思,廖俊云.产品伤害信息来源可信度对感知风险的影响[J].商业研究, 2013,(12):90-96
[8] 赵宝春,钟立文.外源性产品伤害危机中企业"知情与否"对消费者购买意愿的影响:感知风险的中介效应[J].工业工程与管理, 2016,21(5):99-104
[9] Laufer D., Gillespie K., McBride B., et al. The Role of Severity in Consumer Attributions of Blame[J]. Journal of International Consumer Marketing, 2005,17(2-3):33-50
[10] Lai C. S., Yang C. F., Wu H. C. The Influence of Product-Harm Crises on Consumer Attribution and Identification:The Moderating Effect of Corporate Social Responsibility[J]. Procedia-Social and Behavioral Sciences, 2015,207:553-559
[11] Yin C., Yu H., Poon P., et al. Consumers'Attributions and Brand Evaluations in Product-Harm Crises:The Role of Implicit Theories of Personality[J]. Journal of Consumer Behaviour, 2016,15(1):87-95
[12] 涂铭,景奉杰,汪兴东.产品伤害危机中的负面情绪对消费者应对行为的影响研究[J].管理学报, 2013,10(12):1823-1832
[13] 孙莹,杜建刚,李文忠,等.产品召回中的负面情绪和感知风险对消费者购买意愿的影响——基于汽车产品召回的实证研究[J].管理评论, 2014,26(2):104-110
[14] 涂铭,景奉杰,汪兴东.危机产品的购买行为研究:威胁评估和不确定规避的作用[J].商业经济与管理, 2014,(11):31-40
[15] Dass M., Byun K. A. An Investigation of the Effects of Product Recalls on Brand Commitment and Purchase Intention[J]. Journal of Consumer Marketing, 2015,32(1):1-14
[16] Silvera D. H., Meyer T., Laufer D. Age-Related Reactions to A Product Harm Crisis[J]. Journal of Consumer Marketing, 2012,29(4):302-309
[17] 李英,杨科.汽车产品伤害危机中车主维权行为的影响因素——基于论坛帖子的扎根研究[J].管理学报, 2016,13(8):1223-1232
[18] Lindell M. K., Perry R. W. Behavioral Foundations of Community Emergency Planning[M]. Washington, DC:Hemisphere Publishing Corp, 1992
[19] Lindell M. K., Perry R. W. Communicating Environmental Risk in Multiethnic Communities[M]. Thousand Oaks, CA:Sage, 2004
[20] Lindell M. K., Lu J. C., Prater C. S. Household Decision Making and Evacuation in Response to Hurricane Lili[J]. Natural Hazards Review, 2005,6(4):171-179
[21] Lindell M. K., Hwang S. N. Households'Perceived Personal Risk and Responses in a Multihazard Environment[J]. Risk Analysis, 2008,28(2):539-556
[22] Lindell M. K., Perry R. W. The Protective Action Decision Model:Theoretical Modifications and Additional Evidence[J]. Risk Analysis, 2012,32(4):616-632
[23] Wei J., Zhao M., Wang F., et al. An Empirical Study of The Volkswagen Crisis in China:Customers'Information Processing and Behavioral Intentions[J]. Risk Analysis, 2016,36(1):114-129
[24] 方正.产品伤害危机的概念、分类与应对方式研究[J].生产力研究, 2007,(4):63-65
[25] Park S. A. Consumer Health Crisis Management:Apple's Crisis Responsibility for iPod-related Hearing Loss[J]. Public Relations Review, 2008,34(4):396-398
[26] 罗顺均,李田,刘富先.后发追赶背景下"引智"学习促进企业升级的机制研究——基于珠江钢琴1987-2013年嵌套式纵向案例分析[J].管理世界, 2015,(10):144-159
[27] 李华强,韩译萱,范春梅.雾霾危机情境下应该如何应对?——基于高阶与低阶应对行为分类的视角[J].中国行政管理, 2017,(6):121-126
[28] Lazarus R. S., Folkman S. Stress, Appraisal, and Coping[M]. New York:Springer, 1984
[29] 李华强,周雪,万青,等.网络隐私泄露事件中用户应对行为的形成机制研究——基于PADM理论模型的扎根分析[J].情报杂志, 2018,37(7):113-120
[30] Fishbein M. F., Ajzen I. Predicting and Changing Behavior:The Reasoned Action Approach[M]. New York:Psychology Press, 2010
[31] Tamres L., Janicki D., Helgeson V. Sex Differences in Coping Behavior:A Meta-Analytic Review and an Examination of Relative Coping[J]. Personality and Social Psychology Review, 2002,6(1):2-30