社会公众对能源企业公共危机的反应机制研究

Proper response to public crisis plays an essential role in protecting reputation of energy firms. However, previous research mainly focus public crisis concerning natural disaster, and public crisis caused by energy companies is largely unexplored. In this study, we develop a response mechanism of public in public crisis caused by energy companies based on expectancy theory and satisfaction theory. A multi-cases study on public crisis events in Chinese markets is conducted to examine the mechanism. The results indicate that the comparison between public's expectancy and perception on company's response to crisis event influence public satisfaction towards the company. The expectancy of public is affected by the cause of the crisis, the urgency of the crisis and strength of the company. And the perception of public is influenced by the timing of company's response, information disclosure and the effort put in the response.