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題名：臺灣高鐵營運初期危機傳播策略與效果之研究
書刊名：傳播管理學刊
作者：姚惠忠 引用關係／許羽忻
作者(外文)：Yao, Hui-chung／Hsu, Yu-shin
出版日期：2010
卷期：11:2
頁次：頁105-134
主題關鍵詞：臺灣高鐵；危機傳播；危機情境；形象修護效果；Taiwan High Speed Rail；THSR；Crisis communication；Crisis situation；Effects of image repairing
原始連結：連回原系統網址new window
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  • 共同引用共同引用:23
  • 點閱點閱:153
本研究以內容分析法、實驗法，探討臺灣高鐵營運初期面對的危機事件、反應策略與傳播效果。本研究之重要貢獻在於與既有文獻之比較，本研究若干發現與既有文獻相互呼應；但也有若干發現和既有文獻頗有出入，例如：在行為情境下，否認策略之效果優於藉口策略。控制情境下使用藉口策略、同意情境下使用合理化策略，皆不是好主意。本研究更發現，當受眾認知組織的危機責任較重時，認錯道歉策略明顯優於表達關心策略。
Since its operation, Taiwan High Speed Rail (THSR) has continuously encountered various problems, major or minor. The present study, in a rhetoric perspective, explores the types of crises facing THSR and the crisis communication strategies it has taken, through content analysis. Besides, through experimentation, this study attempts to understand participants‘ recognition and evaluation on those crises and strategies THSR has undertaken, in order to correlate crisis situations, communication strategies and the effects of image repairing. It is found that most participants consider THSR‘s crisis is categorized as agreement situation, and THSR mostly undertakes concession strategy. Whereas in cases that there exists discrepancies in recognition of crisis situation between participants and THSR, it is likely that THSR undertake wrong strategies and gains negative evaluations. Compared with existent literature, some results are consistent with extent literature yet others are.
期刊論文
1.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
2.Benson, J. A.(1988)。Crisis Revised: An Analysis of Strategies Used by Tylenol in the Second Tampering Episode。Central States Speech Journal，39(1)，49-66。  new window
3.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
4.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
5.姚惠忠、粘淑菁(20060900)。候選人危機反應策略之探討--以胡志強競選2005年臺中市長為例。選舉評論，1，1-23。new window  延伸查詢new window
6.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
7.姚惠忠、粘淑菁(20061200)。候選人競選期間形象修護策略之研究--以2005年臺北縣長候選人周錫瑋為例。關係管理研究，4，111-132。  延伸查詢new window
8.Benoit, W. L.、Brinson, S. L.(1994)。AT&T: Apologies are not enough。Communication Quarterly，42(1)，75-88。  new window
9.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
10.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
11.Huang, Yi-hui(2006)。Crisis Situation, Communication Strategies, and Media Coverage: A Multicast Study Revisiting the Communicative Response Model。Communication Research，33(3)，180-205。  new window
12.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
13.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
14.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
15.Benoit, William L.(1997)。Image Repair Discourse and Crisis Communication。Public Relations Review，23(2)，177-186。  new window
16.吳宜蓁(20000100)。危機溝通策略與媒體效能之模式建構--關於腸病毒風暴的個案研究。新聞學研究，62，1-34。new window  延伸查詢new window
17.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
18.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
19.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
圖書
1.Barton, L.(2001)。Crisis in Organization。Cincinnati：South-Western。  new window
2.Lerbinger, Otto(1997)。The Crisis Manager: Facing Risk and Responsibility。Mahwah, New Jersey：Lawrence Erlbaum Associates, Inc.。  new window
3.Coombs, W. Timothy(1999)。Ongoing crisis communication: Planning, managing, and responding。Sage。  new window
其他
1.羅文輝(1997)。精確新聞報導，台北：中正書局。  延伸查詢new window
2.傑佛瑞．卡波尼葛洛(2002)。危機管理：擬定應變計畫化危機為轉機的企業致勝之道。  延伸查詢new window
3.Benoit W. L., & Brinson, S. L.(1999)。Queen elizabeth’s image repair discourse: Insensitive royal or compassionate queen?。  new window
4.Coombs, W. T.(2007)。Academic research protecting organization reputations during a crisis: The development and application of situational crisis communicationtheory。  new window
5.Coombs, W. T., & Holladay, S. J.(2009)。Further explorationsof post-crisis communication: Effects of media and response strategies on perceptions and intentions。  new window
6.Hearit, K. M.(2001)。Corporate apologia: When an organization speaks in defense of itself.。  new window
7.Jones, E. E., & Nisbett, R. E.(1971)。The actor and the observer: Divergent Perceptions of the Causes of Behavior.。  new window
 
 
 
 
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