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題名：危機溝通之期望缺口模型
書刊名：組織與管理
作者：姚惠忠 引用關係／楊奕源
作者(外文)：Yao, Hui-chung／Yang, Yih-yuan
出版日期：2014
卷期：7:2
頁次：頁127-163
主題關鍵詞：危機溝通；期望缺口；解釋接受程度；Crisis communication；Expectation gap；Account acceptance
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(4) 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:508
  • 點閱點閱:12
本研究以實驗法探討企業與受眾之間可能存在的期望缺口，以及期望缺口對危機溝通效果之影響，並就缺口與溝通效果之間的關係建構危機溝通之期望缺口模型。模型經驗證後發現，解釋接受程度是影響組織危機溝通效果之關鍵變項，而且期望缺口是影響解釋接受程度之前置變項。組織若希望提高解釋之被接受程度，應關注受眾對組織危機反應之期望與其成因，唯有縮減期望缺口或根據受眾之情境認知所做之反應策略選擇，才能符合受眾之期望，從而降低受眾怒氣、保護組織聲譽，最後減少受眾之負面口碑。
This study aims at constructing an expectation gap-based model of crisis communication effects. It employed experiments to validate the relationship between organization-audience expectation gaps, account acceptance and crisis communication effects. This model suggests that expectation gaps predict account acceptance, and account acceptance positively influences crisis communication effects. Based on this model, the author suggests that organizations which desire high account acceptance should focus on audiences' expectations and their causes, because by narrowing expectation gaps and concurring with audiences' situational perceptions of crises can organizations effectively reduce public anger, protect reputations and neutralize negative word-of-mouth.
期刊論文
1.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
2.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
3.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
4.Reichart, J.(2003)。A Theoretical Exploration of Expectation Gaps in the Corporate Issue Construct。Corporate Reputation Review，6(1)，58-69。  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.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
7.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
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.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
11.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
12.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
13.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
14.MacKinnon, D. P.、Fritz, M. S.、Williams, J.、Lockwood, C. M.(2007)。Distribution of the product confidence limits for the indirect effect: Program PRODCLIN。Behavior Research Methods，39(3)，384-389。  new window
15.Bollen, Kenneth A.、Stine, Robert(1990)。Direct and Indirect Effects: Classical and Bootstrap Estimates of Variability。Sociological Methodology，20，115-140。  new window
16.Ware, B. L.、Linkugel, W. A.(1973)。The spoke in defense of themselves: On the generic criticism of apologia。Quarterly Journal of Speech，59，273-283。  new window
17.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
18.Blumstein, P. W.、Carssow, K. G.、Hall, J.、Hawkins, B.、Hoffman, R.、Ishem, E.、Maurer, C. P.、Spend, D.、Taylor, J.、Zimmerman, D. L.(1974)。The honoring of account。American Sociological Review，40，551-566。  new window
19.Coombs, W. T.(1995)。Choosing the right words: The development of guidelines for the selection of the 'appropriate' crisis-response strategies。Management Communication Quarterly，8(4)，447-476。  new window
20.Lyu, J. C.(2012)。A comparative study of crisis communication strategies between Mainland China and Taiwan: The melamine-tainted milk powder crisis in the Chinese context。Public Relations Review，38(5)，779-791。  new window
21.Sheldon, C. A.、Sallot, L. M.(2009)。Image repair in politics: Testing effects of communication strategy and performance history in a faux pas。Journal of Public Relations Research，21，25-50。  new window
22.James, Lawrence R.、Mulaik, Stanley A.、Brett, Jeanne M.(2006)。A tale of two methods。Organizational Research Methods，9(2)，233-244。  new window
23.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
24.Coombs, W. Timothy、Holladay, Sherry J.(2007)。The Negative Communication Dynamic: Exploring the Impact of Stakeholder Affect on Behavioral Intention。Journal of Communication Management，11(4)，300-312。  new window
25.Benoit, William L.(1997)。Image Repair Discourse and Crisis Communication。Public Relations Review，23(2)，177-186。  new window
26.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
27.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
28.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
29.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
30.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
31.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
32.Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。  new window
33.彭台光、高月慈、林鉦棽(20060200)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。new window  延伸查詢new window
34.Hayes, Andrew F.(2009)。Beyond Baron and Kenny: Statistical mediation analysis in the new millennium。Communication Monographs，76(4)，408-420。  new window
35.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
36.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.Barton, L.(2001)。Crisis in organization。Cincinnati, Ohio：South-Western。  new window
2.Coombs, W. Timothy(1999)。Ongoing Crisis Communication: Planning, Management, and Responding。Thousand Oaks, CA：Sage Publications。  new window
3.Coombs, W. T.、Holladay, S. J.(2010)。PR strategy and application: Managing influence。Wiley-Blackwell。  new window
4.豐田秀樹(2011)。結構方程模式分析AMOS：製作結構方程模組。臺北市：鼎茂圖書。  延伸查詢new window
5.Coombs, W. T.(2007)。Ongoing crisis communication: Planning, management, and responding。Thousand Oaks, CA：Sage。  new window
6.Griffin, E.(2006)。A first look at communication theory。New York, NY。  new window
7.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2009)。Multivariate Data Analysis: A Global Perspective。Prentice-Hall。  new window
其他
1.Lockwood, C. M.，MacKinnon, D. P.(1998)。Bootstrapping the standard error of the mediated effect，http://ripl.faculty.asu.edu/wp-content/uploads/2013/01/Boostrap-Standard-Errors.pdf。  new window
圖書論文
1.Hearit, Keith Michael(2001)。Corporate apologia: When an organization speaks in defense of itself。Handbook of public relations。Thousand Oaks, CA：Sage。  new window
2.Sobel, M. E.(1982)。Asymptotic confidence intervals for indirect effects in structural equations models。Sociological methodology。San Francisco, CA：Jossey-Bass。  new window
 
 
 
 
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