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題 名 | 關係管理與溝通管理對危機管理之影響--以肇因於產品缺失之突發性危機為研究重點=Effects of Relationship-Management and Communications-Management on Crisis Management--A Study with Focus on Product Liability Crises Occurring Abruptly |
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作 者 | 蔡樹培; | 書刊名 | 民意研究季刊 |
卷 期 | 209 1999.07[民88.07] |
頁 次 | 頁133-166 |
分類號 | 496.7 |
關鍵詞 | 關鍵公眾; 關係管理; 溝通管理; 危機責任歸因; Stakeholder; Relationship-management; Communications-management; Attribution of crisis responsibility; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究採取實證分析途徑,以檢證「關係管理」、「溝通管理」此二項自變項與「危機責任歸」此一居中變項,對肇因於產品缺失之突發性危機管理的成效會造成何種影響。研究結果顯示,企業組織於危機前與關鍵公眾所建立的關係,以及企業組織在危機溝通過程中的訊息傳遞形式、訊息所負載的內容、溝通時所展現的悲憫之情,對關鍵公眾於危機發生後之「企業形象評鑑」與「支持產品之意願」,會發揮正向的顯著影響。此外,關鍵公眾對企業組織所應承擔的危機責認之認知,會使上述影響的程度產生變化。 |
英文摘要 | This study employs empirical research approach to examine the effects generated by relationship-management, communications-management, and attribution of crisis-responsibility on the consequences of managing product liability crises that occur abruptly. As the result indicates, stakeholders' evaluation of the corporate reputation and their supportive willingness for the involved product after the crisis occurs are significantly influenced by the pre-crisis relationships established between the corporate organization and stakeholders, and by the corporate organization's delivery of crisis-information and its carried content, as well as by compassion the corporate organization demonstrates in the process of communication. Besides, the said effects are moderated by stakeholders' attribution of crisis responsibility. |
本系統中英文摘要資訊取自各篇刊載內容。