从家乐福抢购事故看国内外资企业的公关危机管理

从家乐福抢购事故看国内外资企业的公关危机管理
摘要：本文以重庆家乐福抢购事故为切入口，并通过对其它六个经典案例进行研究与分析，总结了外资企业在华公关危机管理的基本特点，反思了其中的成败得失与经验教训。另从国家法律体系，消费者法律意识和市场竞争状况三个角度入手，探讨了外资企业在进行公关危机管理过程中出现“中外有别”现象的深层次原因。同时，也相应地为国内企业与消费者提出了建议。
关键词：家乐福； 外资企业； 公关危机； 管理
From the Carrefour Stampede in Chongqing to Summarize the Foreign Funded Enterprises Management by Public Relations Crisis in China

Abstract: This thesis begins from studying and analyzing Carrefour stampede in southwestern Chongqing Municipality as an entry into the subject with another six typical cases, to summarize the fundamental characteristics of foreign funded enterprises management by crisis in China and to learn the lessons from the whole process after reviewing the gain and loss in the experience. The author also aims to discuss what deeply causes differences between home and abroad in the management from three perspectives in the state legal system, the legal consciousness of consumers and the state of market competition. Meanwhile, pertinent suggestions are relevantly given to the enterprises and consumers in China.
Key word: Carrefour  foreign funded enterprises  public relations crisis  management
目    录

摘要 ……………………………………………………………………………… I
Abstract ………………………………………………………………………… II
1.引言 …………………………………………………………………………… 1
2.企业公关危机管理定义与模型…………………………………………………1
3.企业公关危机管理研究历史……………………………………………………1
4.家乐福抢购事故及其它经典案例………………………………………………2
5.外资企业在华危机管理特点……………………………………………………3
  5.1组织文化建设滞后………………………………………………………… 4
  5.2信息传播渠道通畅………………………………………………………… 4
  5.3消费者差别化对待………………………………………………………… 4
  5.4危机差别化对待…………………………………………………………… 5
  5.5传媒公关经验丰富………………………………………………………… 6
6.外资企业公关危机管理过程中出现“中外有别”现象的原因………………6
  6.1我国的法律体系不完善…………………………………………………… 6
  6.2我国消费者的法律意识不强……………………………………………… 6
  6.3我国的民族企业缺乏竞争力……………………………………………… 7
7.结语………………………………………………………………………………7
注释…………………………………………………………………………………7
参考文献……………………………………………………………………………7
致谢语………………………………………………………………………………9

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