This paper proposed a "corporate response mode - relationship benefits - relationship quality" model on the basis of abundant mature studies. It was found that corporate response mode affected the confidence benefits, social benefits and special benefits significantly, while confidence benefits and social benefits influenced consumers' satisfaction and trust significantly.%参照国内外成熟的研究理论,构建危机情境下企业应对模式-关系收益-关系质量模型.研究发现,企业的应对模式将显著影响信心收益、社会收益和特惠收益,而信心收益和社会收益将显著影响企业-顾客间的关系质量.
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