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首页> 美国卫生研究院文献>International Journal of Environmental Research and Public Health >Food Safety Trust Risk Perception and Consumers’ Response to Company Trust Repair Actions in Food Recall Crises
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Food Safety Trust Risk Perception and Consumers’ Response to Company Trust Repair Actions in Food Recall Crises

机译：食品安全信任风险感知以及消费者对食品召回危机中公司信任修复措施的反应

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Food recalls have severe impacts on the operation, reputation, and even the survival of a recalling company involved in a crisis, with consumer trust violation being the immediate threat to the recalling firm. The involved firms adopt trust repair strategies and release messages relevant to these actions to the public. In this research, we developed a conceptual model to analyze consumers’ general responses to the food recall, and we then compared the effect of two types of consumer trust repair strategies, i.e., self-sanction and information-sharing. The results show that consumer food safety trust has negative impacts on consumers’ protective behavioral intention during a food recall crisis. In the scientific-evidence sharing group, consumers have a higher risk perception, coping appraisal efficacy, information-seeking tendency, and protection behavioral intention. However, consumers’ food safety trust fails to predict protection behavioral intention because scientific-evidence actions can either be regarded as an explanation and self-serving, or as useful facts and solutions. Self-sanction actions overcome the disadvantages of information-sharing actions, but consumers still require information on facts of and solutions to the crisis. Therefore, it is recommended that recalling firms combine these two strategies in the case of consumer trust repair in food recall crises. Furthermore, the involved firms are encouraged to employ a third party to release the scientific evidence.
机译：召回食品会对危机中的一家召回公司的运营，声誉甚至生存造成严重影响，违反消费者信任是对召回公司的直接威胁。参与的公司采用信任修复策略，并向公众发布与这些行为有关的消息。在这项研究中，我们开发了一个概念模型来分析消费者对食品召回的总体反应，然后我们比较了两种类型的消费者信任修复策略（即自我制裁和信息共享）的效果。结果表明，在食品召回危机期间，消费者对食品安全的信任会对消费者的保护行为意图产生负面影响。在科学证据共享小组中，消费者具有较高的风险感知，应对评估功效，信息寻求趋势和保护行为意图。但是，消费者的食品安全信任无法预测保护行为的意图，因为科学证据行动可以被视为一种解释和自我服务，也可以被视为有用的事实和解决方案。自我制裁行动克服了信息共享行动的弊端，但消费者仍然需要有关危机事实和解决方案的信息。因此，建议在食品召回危机中修复消费者信任的情况下，召回公司将这两种策略结合起来。此外，鼓励涉及的公司雇用第三方发布科学证据。

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