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近年来,一系列食品安全事件频发,给企业的危机管理带来了极大的挑战。以往的企业危机管理中多针对危机影响的不同程度通过良好的声誉,及时回应和一定的社会责任处理危机,使损失降到最低。本文以三聚氰胺事件为例,利用生命周期理论,将危机发展分成危机酝酿期,危机爆发期,危机扩散期,危机处理期,处理结果与后遗症期,通过三家主要企业对不同生命周期的危机发展的应对方式进行研究,进而提出危机管理的相关建议。
In recent years, a series of frequent food safety incidents have brought great challenges to the crisis management of enterprises. The crisis management in the past more than the crisis for the different levels of crisis through a good reputation, timely response and social responsibility to deal with the crisis, so that losses to a minimum. Taking the melamine incident as an example, this paper divides the crisis development into crisis brewing period, crisis crisis period, crisis spread period, crisis treatment period, treatment result and sequelae by using the life cycle theory. Through the three major enterprises, the crisis development of different life cycle Coping style research, and then put forward the relevant recommendations of crisis management.