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Enterprise’s Online Trust Crisis Management: A Life Cycle View

Abstract : Online trust is the vital mechanism for the development of e-commerce, and the significance of online trust has become a consensus. Undeniably, an obscure message may be magnified indefinitely and evolve into the enterprise’s online trust crisis, which will affect the image of the enterprise, threaten the survival and development of the enterprise, or make the enterprise into a doomed situation that can never be recovered. We study the development phases of enterprise’s online trust crisis life cycle, and then put forward framework of enterprise’s online trust crisis management strategies based on the characteristics of online trust crisis life cycle, which may be provide some theoretical supports for enterprise’s online trust crisis management.
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Yitang Zeng, Chunhui Tan. Enterprise’s Online Trust Crisis Management: A Life Cycle View. 13th Conference on e-Business, e-Services and e-Society (I3E), Nov 2014, Sanya, China. pp.288-302, ⟨10.1007/978-3-662-45526-5_27⟩. ⟨hal-01342159⟩

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