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

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.