航空公司危機管理之實證研究__臺灣人文及社會科學引文索引資料庫

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題名：	航空公司危機管理之實證研究
作者：	高秀英
作者(外文)：	Kao, Hsiu-Ying
校院名稱：	國立臺灣海洋大學
系所名稱：	航運管理學系
指導教授：	王文弘
學位類別：	博士
出版日期：	2023
主題關鍵詞：	危機管理；罷工；航空公司；品牌態度；品牌信譽；購買意願；Crisis management；Strike；Airline；Brand attitude；Brand credibility；Intention to purchase
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:0 點閱:3

危機管理由許多要素組成，藉由這些要素可以評估危機信號並適時採取應變措施以最大幅度地減少組織或企業的損失。識別這些功能並理解它們對品牌態度，信譽和購買意圖的影響，應是必要且重要的理論和管理見解。因此，本論文提出了臺灣航空公司在面臨大規模罷工後感知的航空公司四種危機管理能力（命令/信息，協調/整合，管理/學習和提供保證）的因果模型及其對品牌信譽、品牌態度和購買意圖的影響。使用透過在線調查蒐集的數據分析證實，本研究為航空公司危機管理做出了三點貢獻。首先，從乘客的角度證明了航空公司需要建立危機管理的能力，其次該過程會影響乘客對品牌態度和品牌信譽的感知，進而影響行為意圖，最後一大貢獻也是重要的新補充是提供保證，在危機中保證員工能提供可靠性、合格有禮貌的服務。綜上所述，本研究對航空公司危機和品牌管理確實提供了有效且具體實用的見解。
關鍵詞：危機管理、罷工、航空公司、品牌態度、品牌信譽、購買意願

以文找文

Crisis management consists of a number of capabilities which evaluate crisis signals and implements actions to minimize damage. Both identifying these capabilities and understanding their influence on perceptions of brand attitude, credibility and intention to purchase offers significant theoretical and managerial insights. This paper, therefore, proposes a cause-effects model of perceived airline crisis management capabilities and their influence on brand credibility, brand attitude and purchase intention in the aftermath of large-scale Taiwanese airline strikes. Using data collected via an online survey, the study makes three contributions to airline crisis management. It, firstly, identifies a set of crisis management capabilities for strike-hit airlines, secondly, it offers a causal chain of perceived airline crisis management capabilities, brand attitude, brand credibility and purchase intention. Furthermore, it the full mediating effects of brand credibility and brand attitude in the causal chain. This study, thus, makes conceptual and methodological contributions to crisis management and purchase intention research and provides practical insights into effective airline crisis management and brand management for the airline industry.
Key words: Crisis management, Strike, Airline, Brand attitude, Brand credibility, Intention to purchase.

以文找文

參考文獻
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