A Case Study Of HS Company About Consumer Trust Rebuilding After Crisis

With the continuous improvement of the people’s consumption level, the demand for healthy food has become much stronger. Dairy products have been popular in people’s daily life thanks for their nutrient content. However, dairy industry frequently outbreaks food safety crisis in recent years. Enterprises suffer losses both of economy and reputation. Consumers who sunk into panic and worry can never trust the companies any more. Most of Chinese companies have poor awareness of crisis and lack of experience in dealing with crisis.Chinese enterprises should strengthen enterprise crisis management, pay more attention to consumer trust and repairing.The thesis is carried out in accordance with the way of discovering, analyzing and solving problems. It takes crisis management and consumers trust as research perspective and use data collection method, case analysis method, literature analysis method. This article uses theories of crisis dealing, consumers trust and trust repairing to analysis the forming reasons of the Sodium thiocyanate crisis events, consumers trust crisis and the problems existing in the process of crisis dealing.On the basis of case study, this thesis puts forward advice and solutions for problems of product harm crisis and consumers trust repairing. This article suggests that HS company build up crisis management system and risk controlling system. Implement consumer trust repairing strategy specifically. Build up complete crisis dealing system. Design food safety protection methods.