Roles of Corporate Reputation and Service Recovery in Food Safety Crises: A Case Study of Food Hygiene Incidents in Hot Pot Restaurants

Feng Chen, Haiming Chen, Shuying Huang, Yunyao Liang and Yingyin Liu

Asian Agricultural Research, 2023, vol. 15, issue 12

Abstract: Food hygiene incidents in hot pot restaurants were studied,and a relationship model between corporate reputation and consumers’ behavioral intention was established.Hot pot consumers of hot pot restaurants were surveyed through questionnaires.The results show that corporate reputation positively affects service recovery and repurchase intention,and service recovery positively influences repurchase intention,while corporate reputation affects repurchase intention through service recovery.In other words,under the situation of enterprise crises,the service recovery of an enterprise can restore its image and reputation.Therefore,when an enterprise has a crisis,it should positively respond to the crisis incident,and take timely crisis recovery to maintain its positive image.

Keywords: Agribusiness (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:ags:asagre:342033

DOI: 10.22004/ag.econ.342033

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