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題名：危機情境與反應策略之研究--組織與受眾認知落差之分析
書刊名：公共行政學報
作者：姚惠忠 引用關係
作者(外文)：Yao, Hui-chung
出版日期：2012
卷期：42
頁次：頁73-98
主題關鍵詞：危機溝通；危機情境；反應策略；情境認知落差；期望落差；Crisis communication；Crisis situation；Response strategy；Situation gap；Expectation gap
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(6) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:86
  • 點閱點閱:47
本研究以實驗法，探討可能存在政府與民眾之間的各種認知落差。研究發現，情境認知落差與期望落差皆普遍存在，且這些落差顯著負向影響政府的聲譽，並顯著正向影響民眾的負面口碑。民眾會根據其情境認知產生相對應之期望，若官員只根據其情境認知而作出決策，當兩造情境認知產生明顯差異時，就會產生期望落差。本研究發現，情境認知落差的存在，是期望落差產生之根源，也是導致政府形象重挫的原因。
This study employed an experiment to explore various types of perceptiongaps that exist between the government and people during the natural disasterin Chile. The auther find that there existed conspicuous situation gap andexpectation gap. The auther also find that these gaps reverse the effects of thegovernment’s image repair efforts. Due to the fact that both the public reactionsand the governmental decisions are based on perceptions of situations, expectation gap is produced when the perceptions of the public and thegovernment diverge. We find that situation gap leads to expectation gap, whichexplains why the government’s image collapsed.
期刊論文
1.姚惠忠、汪睿祥、高浩緯(20110500)。選民政黨傾向與候選人危機反應策略之關係。選舉研究，18(1)，35-61。new window  延伸查詢new window
2.McDonald, L. M.、Sparks, B.、Glendon, A. I.(2010)。Stakeholder Reactions to Company Crisis Communication and Causes。Public Relations Review，36(3)，263-271。  new window
3.Reichart, J.(2003)。A Theoretical Exploration of Expectation Gaps in the Corporate Issue Construct。Corporate Reputation Review，6(1)，58-69。  new window
4.姚惠忠、汪睿祥(20081100)。選舉危機情境分類之探討。選舉研究，15(2)，67-90。new window  延伸查詢new window
5.Claeys, An-Sofie、Cauberghe, V.、Vyncke, P.(2010)。Restoring reputations in times of crisis: An experimental study of the Situational Crisis Communication Theory and the moderating effects of locus of control。Public Relations Review，36(3)，256-262。  new window
6.于宗先(20060700)。朝野對經濟現象的認知差距。經濟前瞻，106，25-28。  延伸查詢new window
7.姚惠忠、鄭婕妤(20110100)。危機溝通策略與溝通效果：以莫拉克颱風為例。傳播與管理研究，10(2)，37-67。new window  延伸查詢new window
8.Berens, G.、van Riel, C. B. M.(2004)。Corporate associations in the academic literature: Three main streams of thought in the reputation measurement literature。Corporate Reputation Review，7(2)，161-178。  new window
9.Elliott, G.、Charlebois, S.(2007)。How Mosaic-Esterhazy applied a crisis communication strategy when it suddenly had the world’s attention。Public Relations Review，33(3)，319-325。  new window
10.Griffin, M.、Babin, B. J.、Darden, W. R.(1992)。Consumer assessments of responsibility for product-related injuries: The impact of regulations, warnings, and promotional policies。Advances in Consumer Research，19，870-877。  new window
11.Benoit, W. L.、Gullifor, P.、Panici, D. A.(1991)。President Reagan’s defensive discourse on the Iran-contra affair。Communication Studies，42(3)，272-294。  new window
12.Kruse, Noreen(1981)。The Scope of Apologetic Discourse: Establishing Generic Parameters。Southern Speech Communication Journal，46(3)，278-291。  new window
13.Ulmer, R. R.、Seeger, M. W.、Sellnow, T. L.(2007)。Post-crisis communication and renewal: Expanding the parameters of post-crisis discourse。Public Relations Review，33(2)，130-134。  new window
14.Coombs, W. Timothy(2006)。The protective powers of crisis response strategies: Managing reputational assets during a crisis。Journal of Promotion Management，12(3/4)，241-260。  new window
15.Coombs, W. Timothy(2007)。Protecting organization reputations during a crisis: The development and application of situational crisis communication theory。Corporate Reputation Review，10(3)，163-176。  new window
16.Coombs, W. T.、Schmidt, L.(2000)。An empirical analysis of image restoration: Texaco's racism crisis。Journal of Public Relations Research，12(2)，163-178。  new window
17.Sheldon, C. A.、Sallot, L. M.(2009)。Image Repair in Politic: Testing Effects of Communication Strategy and Performance History in a Faux Pas。Journal of Public Relations Research，21(1)，25-50。  new window
18.Benoit, William L.、Henson, Jayne R.(2009)。President Bush's Image Repair Discourse on Hurricane Katrina。Public Relations Review，35(1)，40-46。  new window
19.Coombs, W. T.、Holladay, S. J.(2007)。The negative communication dynamic: Exploring the impact of stakeholder affect on behavioral intentions。Journal of Communication Management，11(4)，300-312。  new window
20.Benoit, W. L.、Brinson, S. L.(1994)。AT&T: Apologies are not enough。Communication Quarterly，42(1)，75-88。  new window
21.Benson, J. A.(1988)。Crisis revisited: An analysis of strategies used by Tylenol in the second tampering episode。Central States Speech Journal，39(1)，49-66。  new window
22.Coombs, W. Timothy、Holladay, Sherry J.(1996)。Communication and Attributions in a Crisis: An Experimental Study in Crisis Communication。Journal of Public Relations Research，8(4)，279-295。  new window
23.Coombs, W. Timothy(1995)。Choosing the right words: the development of guidelines for the selection of the "Appropriate" Crisis-Response Strategies。Management Communication Quarterly: An International Journal，8(4)，447-476。  new window
24.Huang, Yi-hui、Lin, Ying-hsuan、Su, Shih-hsin(2005)。Crisis Communicative Strategies: Category, Continuum, and Cultural Implication in Taiwan。Public Relations Review，31(2)，229-238。  new window
25.Hwang, S.、Cameron, G. T.(2008)。Public's Expectation about an Organization's Stance in Crisis Communication Based on Perceived Leadership and Perceived Severity of Threats。Public Relations Review，34(1)，70-73。  new window
26.Coombs, W. Timothy(1998)。An Analytic Framework for Crisis Situations: Better Responses From a Better Understanding of the Situation。Journal of Public Relations Research，10(3)，177-191。  new window
27.Sturges, David L.(1994)。Communicating through Crisis: A Strategy for Organizational Survival。Management Communication Quarterly，7(3)，297-316。  new window
28.Rindova, V. P.、Fombrun, C. J.(1999)。Constructing competitive advantage: the role of firm-constituent interactions。Strategic Management Journal，20(8)，691-710。  new window
29.Pearson, Christine M.、Mitroff, Ian I.(1993)。From crisis prone to crisis prepared: A framework for crisis management。Academy of Management Executive，7(1)，48-59。  new window
30.臧國仁、鍾蔚文(19970700)。框架概念與公共關係策略--有關運用媒介框架的探析。廣告學研究，9，99-130。new window  延伸查詢new window
31.Coombs, W. Timothy、Holladay, Sherry J.(2002)。Helping Crisis Managers Protect Reputational Assets: Initial Tests of the Situational Crisis Communication Theory。Management Communication Quarterly: An International Journal，16(2)，165-186。  new window
32.Benoit, William L.(1997)。Image Repair Discourse and Crisis Communication。Public Relations Review，23(2)，177-186。  new window
33.Hearit, Keith M.(1996)。The Use of Counter-Attack in Apologetic Public Relations Crises: The Case of General Motors vs. Dateline NBC。Public Relations Review，22(3)，233-248。  new window
34.Bradford, Jeffrey L.、Garrett, Dennis E.(1995)。The Effectiveness of Corporate Communicative Responses to Accusations of Unethical Behavior。Journal of Business Ethics，14(11)，875-892。  new window
35.Choi, Y.、Lin, Y.-H.(2009)。Consumer responses to Mattel product recalls posted on online bulletin boards: Exploring two types of emotion。Journal of Public Relations Research，21(2)，198-207。  new window
36.Coombs, W. Timothy、Holladay, Sherry J.(2008)。Comparing apology to equivalent crisis response strategies: Clarifying apology's role and value in crisis communication。Public Relations Review，34(3)，252-257。  new window
37.Coombs, W. T.、Holladay, S. J.(2009)。Further explorations of post-crisis communication: Effects of media and response strategies on perceptions and intentions。Public Relations Review，35(1)，1-6。  new window
38.Huang, Yi-Hui(2008)。Trust and relational commitment in corporate crises: The effects of crisis communicative strategy and form of crisis response。Journal of Public Relations Research，20(3)，297-327。  new window
39.Ware, B. L.、Linkugel, W. A.(1973)。They Spoke in Defense of Themselves: on the Generic Criticism of Apologia。Quarterly Journal of Speech，59(3)，273-283。  new window
40.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
41.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
圖書
1.陳東園、莊克仁、郭文耀(2004)。大眾傳播學。臺北：國立空中大學。  延伸查詢new window
2.Caponigro, Jeffrey R.、陳儀、邱天欣(2002)。危機管理：擬定應變計畫化危機為轉機的企業致勝之道。臺北：美商麥格羅希爾。  延伸查詢new window
3.Barton, L.(2001)。Crisis in organization。Cincinnati, Ohio：South-Western College。  new window
4.Coombs, W. T.(2007)。Ongoing crisis communication: Planning, management, and responding。Los Angeles：Sage。  new window
5.張依依(2007)。公共關係理論的演進與變遷。臺北：五南書局。  延伸查詢new window
6.Coombs, W. T.、Holladay, S. J.(2010)。PR strategy and application: Managing influence。Wiley-Blackwell。  new window
7.吳宜蓁(2002)。危機傳播：公共關係與語藝觀點的理論與實踐。台北：五南。new window  延伸查詢new window
8.詹中原(2004)。危機管理--理論架構。臺北：聯經出版社。  延伸查詢new window
9.朱延智(2002)。企業危機管理。台北：五南圖書出版公司。  延伸查詢new window
10.Morley, David(1980)。The "Nationwide" audience: Structure and decoding。London：British Film Institute。  new window
11.Lerbinger, Otto(1997)。The Crisis Manager: Facing Risk and Responsibility。Mahwah, New Jersey：Lawrence Erlbaum Associates, Inc.。  new window
12.Petty, Richard E.、Cacioppo, John T.(1986)。Communication and Persuasion: Central and Peripheral Route to Attitude Change。New York：Springer-Verlag。  new window
圖書論文
1.Coombs, W. T.、Holladay, S. J.(2005)。Exploratory study of stakeholder emotions: Affect and crisis。Research on emotion in organizations: The effect of affect in organizational settings。New York：Elsevier。  new window
2.Hearit, Keith M.(2001)。Corporate Apologia: When an Organization Speaks in Defense of Itself。Handbook of Public Relations。Thousand Oaks, CA：Sage Publications。  new window
 
 
 
 
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