危机一词在现代汉语中 ,包含两层意思 :一是指潜伏的根由 ,如危机四伏。二是指严重困难的关头 ,如人才危机。危机有四个特点 :一是内外环境突然发生变化 ,而且变化已经影响到组织基本目标的达成。二是各种变化之间具有连动性 ,即使是微小的顾客投诉风波也可能造成致命的伤害。 The term “crisis” in modern Chinese contains two meanings: First, it refers to the underlying causes, such as the crisis. The second refers to severe difficulties, such as the talent crisis. There are four characteristics of the crisis: First, sudden changes in the internal and external environment, and changes have affected the achievement of the basic goals of the organization. Second, there are linkages between changes, and even minor customer complaints can cause fatal injuries.