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

Abstract

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

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.

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