随着人民生活水平的提高，食品安全问题越来越引起公众的关注，对于餐饮企业来讲，在食品卫生安全方面有一丝一毫的差池都会在社会上引起强烈的反响。尤其是近年来，互联网的普及以及各种新媒体的出现，餐饮企业的任何问题就会引发舆论的热议和放大。当下，我国频频被曝出食品安全问题，每一次曝光对涉事企业来说都是一次严峻的考验，甚至濒临倒闭。因此，对餐饮企业危机管理研究已经刻不容缓。 本文在引言部分首先介绍了研究背景、研究目的和意义、研究思路以及所采用的研究方法。继而在对企业危机管理的理论研究现状进行简要的回顾的基础上，对明确了危机管理的概念，然后介绍了危机的特征、分类、危机管理的内涵、危机生命周期、企业危机管理的过程以及危机管理的策略。 在理论研究之后，本文对海底捞危机管理案例进行了详细的剖析。首先对海底捞企业进行了简单介绍及海底捞危机管理案例回顾。随后，从事件传播趋势、传播路径、舆论观点倾向、关注人群等方面对海底捞危机事件进行传播分析。海底捞危机管理案例给管理者带来了如下启示：现代企业社会中的企业不仅要关注企业的发展,还要有危机管理能力,抵御危机,突破困境。在危机发生之前，如果企业能够及时发现危机迹象并采取预先控制措施来遏制危机发生的萌芽，它可以产生乘数效应，避免潜在的巨大损失，并降低危机管理成本。即使危机预防不能做到万无一失,当危机来临时,企业也可以冷静、妥善地按照计划和科学方法处理和处理。危机恢复后,要认真寻找危机发生的根本原因,总结危机管理的经验,提出有针对性的改良措施,完善危机管理计划、预控和处理体系,提防危机卷土重来以及后遗症;同时,组织还应尽快走出危机的影响,努力恢复自身形象和市场占有率,弥补损失,尽全力恢复至危机前水平。

With the improvement of people’s living standards, food safety issues have increasingly attracted public attention. For catering companies, there is a slight difference in food hygiene and safety that can cause a strong reaction in society. Especially in recent years, with the popularity of the Internet and the emergence of various new media, any problems with catering companies will trigger heated debate and amplification of public opinion. At present, China is frequently exposed to food safety problems. Each exposure is a severe test for companies involved, and it is even on the verge of bankruptcy. Therefore, research on the crisis management of catering enterprises has become an urgent task. In the introduction, this paper first introduces the research background, the purpose and significance of the research, the research ideas and the research methods adopted. Then in the research status of enterprise crisis management theory, on the basis of a brief review of the concept of crisis management is defined, and then introduces the features and classification of crisis, the connotation of crisis management, crisis life cycle, the process of enterprise crisis management and crisis management strategy. After theoretical research, this paper makes a detailed analysis of the case of Haidilao crisis management. Firstly, a brief introduction of Haidilao enterprises and a review of the case of Haidilao crisis management are presented. Then, from the aspects of event propagation tendency, propagation path, opinion tendency, and attention to the crowd, this paper carries out the analysis of the spreading crisis. Haidilao crisis management case brought the following enlightenment: to managers in the modern corporate social enterprise should not only focus on the development of the enterprise, but also have a crisis management capability, to resist the crisis, break through the dilemma. Before the crisis, if the enterprise can discover signs of the crisis in time, to take control counter measures to stem the crisis in the bud, then you can have the effect of get twice the result with half the effort, to avoid potential huge losses, reduce the cost of the crisis management. Even if crisis prevention is not foolproof, when crisis comes, enterprises can calmly and properly handle and deal with the plan and scientific method. Crisis after the recovery, hard to find the root cause of the crisis, summarize the experiences of crisis management, targeted improvement measures are put forward, and improve crisis management plans, precontrol and processing system, and guard against crisis is making a comeback and sequelae; At the same time, the organization should get out of the impact of the crisis as soon as possible, try to recover its image and market share, make up for the loss, and try to recover to the pre-crisis level.