{"id":14590,"date":"2023-06-15T10:00:23","date_gmt":"2023-06-15T02:00:23","guid":{"rendered":"https:\/\/www.bschool.cuhk.edu.hk\/chi\/?p=14590"},"modified":"2026-09-17T19:50:49","modified_gmt":"2026-09-17T11:50:49","slug":"how-to-win-back-trust-after-a-negative-online-review","status":"publish","type":"post","link":"https:\/\/www.bschool.cuhk.edu.hk\/chi\/how-to-win-back-trust-after-a-negative-online-review\/","title":{"rendered":"\u5982\u4f55\u5728\u5f97\u5230\u8ca0\u9762\u7db2\u8def\u8a55\u50f9\u5f8c\u91cd\u65b0\u8d0f\u53d6\u4fe1\u4efb"},"content":{"rendered":"<p>\u65b0\u51a0\u75c5\u6bd2\u75ab\u60c5\u671f\u9593\uff0c\u6d88\u8cbb\u8005\u9808\u5728\u9075\u5b88\u793e\u4ea4\u8ddd\u96e2\u898f\u4f8b\u4e4b\u540c\u6642\uff0c\u8a2d\u6cd5\u641c\u8cfc\u751f\u6d3b\u7528\u54c1\uff0c\u7db2\u4e0a\u8cfc\u7269\u56e0\u800c\u5927\u5e45\u589e\u52a0\u3002<a href=\"https:\/\/www.ungeneva.org\/en\/about\/organizations\/unctad\">\u806f\u5408\u570b\u8cbf\u6613\u548c\u767c\u5c55\u6703\u8b70<\/a>\u7684\u6578\u64da\u986f\u793a\uff0c\u65bc2020\u5e74\u4e00\u5e74\u9593\uff0c\u96fb\u5b50\u5546\u8cbf\u4ea4\u6613\u5728\u5168\u7403\u96f6\u552e\u7e3d\u984d\u7576\u4e2d\u6240\u4f54\u7684<a href=\"https:\/\/unctad.org\/news\/global-e-commerce-jumps-267-trillion-covid-19-boosts-online-sales\">\u6bd4\u4f8b<\/a>\u4fbf\u753116%\u5347\u81f319%\u3002<\/p>\n<p>\u7136\u800c\uff0c\u96a8\u8457\u96fb\u5b50\u5546\u8cbf\u5e02\u5834\u7684\u767c\u5c55\uff0c\u4eba\u5011\u5c0d\u65bc\u8cfc\u7269\u7db2\u7ad9\u7684\u6b3a\u9a19\u6027\u6216\u64cd\u7e31\u6027\u8a2d\u8a08 \u2014 \u53c8\u88ab\u7a31\u70ba\u300c\u9670\u6697\u6a21\u5f0f\u300d\uff08Dark patterns\uff09\u2014 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id=\"attachment_14597\" aria-describedby=\"caption-attachment-14597\" style=\"width: 1000px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-14597 size-full\" src=\"https:\/\/www.bschool.cuhk.edu.hk\/chi\/wp-content\/uploads\/shutterstock_2299035735-1.jpg\" alt=\"negative-review-online-shopping\" width=\"1000\" height=\"666\" \/><figcaption id=\"caption-attachment-14597\" class=\"wp-caption-text\">\u514d\u8cbb\u8a66\u7528\u671f\u9644\u5e36\u96b1\u85cf\u8a02\u95b1\u7b49\u7db2\u7d61\u92b7\u552e\u5546\u63a1\u7528\u7684\u624b\u6bb5\uff0c\u5728\u7db2\u4e0a\u8a0e\u8ad6\u5340\u5f15\u767c\u5927\u91cf\u8ca0\u9762\u8a55\u50f9\u3002<\/figcaption><\/figure>\n<p>\u5c31\u9019\u4e9b\u88ab\u7db2\u4e0a\u8a0e\u8ad6\u5340\u8ca0\u9762\u7559\u8a00\u6307\u7db2\u9801\u5167\u5bb9\u8499\u9a19\u9867\u5ba2\u7684\u5546\u5bb6\u61c9\u5982\u4f55\u4fee\u5fa9\u5ba2\u6236\u7684\u4fe1\u4efb\uff0c\u9999\u6e2f\u4e2d\u6587\u5927\u5b78 (\u4e2d\u5927) 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href=\"https:\/\/eds.s.ebscohost.com\/eds\/pdfviewer\/pdfviewer?vid=0&amp;sid=eba2a8f7-cac3-41c7-b470-9e0510b6152b%40redis\">\u300a\u5f4c\u88dc\u96fb\u5b50\u5546\u8cbf\u6f5b\u5728\u5ba2\u6236\u7684\u8aa0\u4fe1\u76f8\u95dc\u671f\u671b\u843d\u5dee\u300b<\/a>\uff0c\u7531\u738b\u6559\u6388\u806f\u540c\u9999\u6e2f\u7406\u5de5\u5927\u5b78\u6559\u6388\u6797\u958b\uff0c\u53ca\u540c\u6fdf\u5927\u5b78\u52a9\u7406\u6559\u6388\u9127\u5f18\u6797\u5408\u4f5c\u9032\u884c\u3002<\/p>\n<h3><strong>\u50b3\u7d71<\/strong><strong>\u5f4c<\/strong><strong>\u88dc\u63aa\u65bd\u5728\u7db2\u4e0a<\/strong><strong>\u672a\u80fd\u767c\u63ee\u6548\u7528<\/strong><\/h3>\n<p>\u8a72\u9805\u7814\u7a76\u76f8\u4fe1\u662f\u7387\u5148\u5c0d\u7db2\u4e0a\u5e02\u5834\u4e2d\u5177\u722d\u8b70\u7684\u5ba2\u6236\u671f\u671b\u843d\u5dee\u88dc\u6551\u7b56\u7565\u9032\u884c\u63a2\u8a0e\u7684\u7814\u7a76\u4e4b\u4e00\u3002<\/p>\n<p>\u7814\u7a76\u4eba\u54e1\u63d0\u51fa\u4e86\u4e00\u500b\u5206\u70ba\u5169\u500b\u6b65\u9a5f\u7684\u6a21\u5f0f\uff0c\u4ee5\u52a9\u88ab\u7db2\u4e0a\u8a55\u8ad6\u6307\u8cac\u9020\u6210\u300c\u8aa0\u4fe1\u76f8\u95dc\u671f\u671b\u843d\u5dee\u300d\u7684\u96fb\u5b50\u5546\u6236\uff0c\u4fee\u5fa9\u6f5b\u5728\u9867\u5ba2\u5728\u9996\u6b21\u770b\u5230\u6709\u95dc\u8ca0\u8a55\u5f8c\u5c0d\u8a72\u5546\u6236\u7684\u4fe1\u4efb\u3002<\/p>\n<p>\u6b64\u985e\u6307\u63a7\u628a\u554f\u984c\u6b78\u548e\u65bc\u8ce3\u5bb6\u4e0d\u8aa0\u5be6\u3001\u6b20\u7f3a\u9053\u5fb7\u3001\u7f3a\u4e4f\u771f\u5be6\u6027\u53ca\u7a69\u5b9a\u6027\uff0c\u56e0\u6b64\u53ef\u4ee5\u5c0d\u5176\u9020\u6210\u6975\u5927\u7684\u50b7\u5bb3\uff1b\u800c\u50b3\u7d71\u7684\u88dc\u6551\u63aa\u65bd\uff0c\u4f8b\u5982\u9053\u6b49\u6216\u5426\u8a8d\uff0c\u6216\u8a31\u4e26\u4e0d\u8db3\u4ee5\u626d\u8f49\u5c40\u9762\u3002<\/p>\n<p>\u738b\u6559\u6388\u6307\u51fa\uff1a\u300c\u4e8b\u5be6\u5df2\u8b49\u660e\uff0c\u9053\u6b49\u5728\u4fee\u5fa9\u8aa0\u4fe1\u76f8\u95dc\u7684\u671f\u671b\u843d\u5dee\u65b9\u9762\u4e26\u7121\u6210\u6548\uff0c\u56e0\u70ba\u5b83\u610f\u5473\u7740\u6d89\u4e8b\u5546\u5bb6\u627f\u8a8d\u81ea\u5df1\u7f3a\u4e4f\u8aa0\u4fe1\uff0c\u5c0e\u81f4\u4eba\u5011\u64d4\u5fc3\u4ed6\u5011\u65e5\u5f8c\u9084\u6703\u518d\u6b21\u6b3a\u9a19\u9867\u5ba2\u3002\u300d<\/p>\n<p>\u9664\u6b64\u4ee5\u5916\uff0c\u7814\u7a76\u5831\u544a\u9084\u6307\u51fa\uff0c\u76f8\u5c0d\u65bc\u5728\u5be6\u9ad4\u5e97\u5167\u5546\u5bb6\u8207\u9867\u5ba2\u80fd\u7d93\u5e38\u7684\u9762\u5c0d\u9762\u4e92\u52d5\uff0c\u5f9e\u800c\u4ee4\u5546\u6236\u6709\u6a5f\u6703\u8b93\u9867\u5ba2\u770b\u5230\u4ed6\u5011\u7684\u6539\u5584\uff0c\u7db2\u7d61\u4e16\u754c\u4e2d\u7f3a\u4e4f\u9019\u7a2e\u6a5f\u6703\uff0c\u52a0\u4e0a\u5927\u91cf\u6f5b\u5728\u5ba2\u6236\u80fd\u770b\u5230\u5176\u4ed6\u9867\u5ba2\u7684\u6295\u8a34\uff0c\u5176\u6240\u5e36\u4f86\u7684\u5371\u6a5f\u4ea6\u88ab\u64f4\u5927\u3002<\/p>\n<h3><strong>\u91cd\u65b0<\/strong><strong>\u628a\u554f\u984c\u6b78\u56e0\u65bc\u8207\u8aa0\u4fe1\u7121\u95dc\u4e4b<\/strong><strong>\u56e0\u7d20<\/strong><\/h3>\n<p>\u300c\u6211\u5011\u7684\u6a21\u5f0f\u8207\u50b3\u7d71\u8655\u7406\u624b\u6cd5\u622a\u7136\u4e0d\u540c\uff0c\u92b7\u552e\u5546\u4e0d\u6703\u5426\u8a8d\u554f\u984c\uff0c\u800c\u662f\u6703\u627f\u64d4\u8cac\u4efb\uff0c\u4f46\u4ea6\u6703\u53cd\u99c1\u554f\u984c\u662f\u56e0\u9055\u53cd\u8aa0\u4fe1\u800c\u7522\u751f\u7684\u6307\u63a7\uff0c\u300d\u738b\u6559\u6388\u9053\u3002\u300c\u7136\u5f8c\uff0c\u4ed6\u5011\u6703\u91cd\u65b0\u628a\u5ba2\u6236\u51fa\u73fe\u671f\u671b\u843d\u5dee\u7684\u554f\u984c\u6b78\u56e0\u65bc\u81ea\u8eab\u80fd\u529b\u6216\u5584\u610f\u4e0d\u8db3\uff0c\u4e26\u627f\u8afe\u6703\u6b63\u8996\u9019\u4e9b\u7f3a\u9ede\uff0c\u4e0d\u8b93\u985e\u4f3c\u4e8b\u4ef6\u518d\u6b21\u767c\u751f\u3002\u300d<\/p>\n<p><img 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