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題名：情境認知缺口對危機溝通效果之影響
書刊名：管理學報
作者：姚惠忠 引用關係
作者(外文)：Yao, Hui-chung
出版日期：2013
卷期：30:5
頁次：頁429-443
主題關鍵詞：危機溝通；情境認知缺口；回應策略接受程度；企業聲譽；Crisis communication；Situational perception gap；Account acceptance；Reputation
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(5) 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:3
  • 共同引用共同引用:66
  • 點閱點閱:74
本研究以實驗法，探討企業與消費者之間的情境認知缺口，對危機溝通效果之影響，並建構以情境認知缺口為核心之危機溝通模型。研究發現情境認知缺口是危機溝通效果不佳之根源，且回應策略接受程度在危機溝通中扮演重要角色。企業若希望提高其回應之被接受程度，應關注消費者對危機情境之認知或判斷，唯有根據消費者之情境認知所作之回應策略選擇，才能符合消費者之期望，從而提高危機溝通效果。另外，企業應將降低消費者怒氣列為危機溝通目標，因為憤怒的消費者不僅不利於企業聲譽，更可能去從事企業的負面口碑，從而對企業造成既廣且深的傷害。
The current study aims to investigate the influences of company-customer situational perception gaps (SPG) on crisis communication, as well as to establish a SPG-based model of crisis communication. Using experiments, the author demonstrated that SPG is an important determinant of the effects of crisis communication. In addition, account acceptance of response strategies acts as a vital role in crisis communication. Based on these findings, the current study suggests that companies choose response strategies based on customers' situational perceptions to improve the effects of communication. Furthermore, companies need to aim at reducing customers' anger in crisis communication because angry customers are disadvantages to companies' reputation in that they spread negative word-of-mouth that hurt companies extensively.
期刊論文
1.Schultz, F.、Utz, S.、Goritz, A.(2011)。Is the medium the message? Perceptions of and reactions to crisis communication via twitter, blogs and traditional media。Public Relations Review，37(1)，20-27。  new window
2.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
3.Avery, E. J.、Lariscy, R. W.、Kim, S.、Hocke, T.(2010)。A Quantitative Review of Crisis Communication Research in Public Relations from 1991 to 2009。Public Relations Review，36(2)，190-192。  new window
4.Blumstein, P. W.、Carssow, K. G.、Hall, J.、Hawkins, B.、Hoffman, R.、Ishem, E.、Maurer, Caroll Palmer(1974)。The Honoring of Account。American Sociological Review，40(4)，551-566。  new window
5.Choi, Y.、Lin, Y. H.(2009)。Consumer Response to Crisis: Exploring the Concept of Involvement in Mattel Product Recalls。Public Relations Review，35(1)，18-22。  new window
6.Coombs, W. Timothy、Holladay, Sherry J.(2011)。An Exploration of the Effects of Victim Visuals on Perceptions and Reactions to Crisis Events。Public Relations Review，37(2)，115-120。  new window
7.Kim, H. K.、Niederdeppe, J.(2013)。The Role of Emotional Response during an H1N1 Influenza Pandemic on a College Campus。Journal of Public Relations Research，25(1)，30-50。  new window
8.Laufer, Daniel、Coombs, W. Timothy(2006)。How Should a Company Respond to a Product Harm Crisis? The Role of Corporate Reputation and Consumer-Based Cues。Business Horizons，49(5)，379-385。  new window
9.Liu, Brooke Fisher、Austin, L.、Jin, Y.(2011)。How Publics Respond to Crisis Communication Strategies: The Interplay of Information Form and Source。Public Relations Review，37(4)，345-353。  new window
10.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
11.Reichart, J.(2003)。A Theoretical Exploration of Expectation Gaps in the Corporate Issue Construct。Corporate Reputation Review，6(1)，58-69。  new window
12.Schwarz, A.(2008)。Covariation-based causal attributions during organizational crises: suggestions for extending situational crisis communication theory(SCCT)。International Journal of Strategic Communication，2(1)，31-53。  new window
13.Utz, S.、Schultz, F.、Glocka, S.(2013)。Crisis Communication Online: How Medium, Crisis Type and Emotions Affected Public Reactions in the Fukushima Daiichi Nuclear Disaster。Public Relations Review，39(1)，40-46。  new window
14.Verhoeven, J. W. M.、Van Hoof, J. J.、Keurs, H. T.、Van Vuuren, M.(2012)。Effects of Apologies and Crisis Responsibility on Corporate and Spokesperson Reputation。Public Relations Review，38(3)，501-504。  new window
15.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
16.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
17.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
18.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
19.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
20.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
21.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
22.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
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.Claeys, A. S.、Cauberghe, V.(2012)。Crisis Response and Crisis Timing Strategies, Two Sides of the Same Coin。Public Relations Review，38(1)，83-88。  new window
27.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
28.Sturges, David L.(1994)。Communicating through Crisis: A Strategy for Organizational Survival。Management Communication Quarterly，7(3)，297-316。  new window
29.姚惠忠(20120300)。危機情境與反應策略之研究--組織與受眾認知落差之分析。公共行政學報，42，73-98。new window  延伸查詢new window
30.James, Lawrence R.、Mulaik, Stanley A.、Brett, Jeanne M.(2006)。A tale of two methods。Organizational Research Methods，9(2)，233-244。  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.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
34.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
35.Claeys, An-Sofle、Cauberghe, V.(2012)。What Makes Crisis Response Strategies Work? The Impact of Crisis Involvement and Message Framing。Journal of Business Research，67(2)，182-189。  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
圖書
1.張偉豪、鄭時宜(2012)。與結構方程模式共舞：磨光初源。新北市：前程文化。  延伸查詢new window
2.Barton, L.(2001)。Crisis in Organization。Cincinnati：South-Western。  new window
3.邱皓政(2006)。結構方程式模式：LISREL 的理論、技術與應用。台北：雙葉。  延伸查詢new window
4.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
5.Coombs, W. Timothy(1999)。Ongoing crisis communication: Planning, managing, and responding。Sage。  new window
圖書論文
1.Coombs, W. T.(2010)。Parameters for Crisis Communication。The Handbook of Crisis Communication。West Sussex：Blackwell Publishing Ltd.。  new window
2.Sherif, C. W.(2009)。The Social Judgment-Involvement Approach to Attitude and Attitude Change。Social Interaction Process and Product。New Jersey：Aldine Transaction。  new window
 
 
 
 
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