在现有的有限的危机公关的研究上,人们往往把注意力集中在危机公关中社会组织责任事件的研究,而忽略了对另一种公关危机情况——顾客责任事件的研究。由于缺乏理论指导,当顾客责任危机公关情况发生时,社会组织往往凭经验和本能处理危机事 In the existing research on limited public relations crisis, people often focus their attention on the research of social responsibility events in crisis public relations, while neglecting the research on another crisis of public relations crisis - customer responsibility. Due to the lack of theoretical guidance, when the public relations crisis of customer responsibility occurs, social organizations tend to deal with the crisis by experience and instinct