How to repair public trust effectively: Research on enterprise online public opinion crisis response

作者：

Highlights：

• Text mining is applied to analyze the online public opinion crisis.

• Dynamic evolution of public sentiment is taken as the research perspective.

• The effectiveness test model of trust repair strategy is constructed.

• Empirical results verify the effect mechanism of trust repair strategy.

• Management implications for public trust repair are discussed.

摘要

•Text mining is applied to analyze the online public opinion crisis.•Dynamic evolution of public sentiment is taken as the research perspective.•The effectiveness test model of trust repair strategy is constructed.•Empirical results verify the effect mechanism of trust repair strategy.•Management implications for public trust repair are discussed.

论文关键词：Online public opinion crisis,Trust repair strategy,Crisis life cycle,Sentiment analysis,Quality defect

论文评审过程：Received 29 October 2020, Revised 6 May 2021, Accepted 12 July 2021, Available online 26 July 2021, Version of Record 3 August 2021.

论文官网地址：https://doi.org/10.1016/j.elerap.2021.101077