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題名：漲價風波與危機傳播
書刊名：理論與政策
作者：姚惠忠 引用關係／汪睿祥 引用關係
作者(外文)：Yao, Hui-chung／Wang, Rui-xiang
出版日期：2016
卷期：19:2=71
頁次：頁27-54
主題關鍵詞：危機傳播；議題催化；形象修護；媒體效能；學習效果；Crisis communication；Issue catalyzing；Image repair；Media effect；Learning effect
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:67
  • 點閱點閱:7
2012年鬍鬚張漲價，為何成為眾矢之的？媒體在危機事件中如何催化議題？企業面臨危機如何修護形象？效果如何？又學到哪些經驗與教訓？為回答上述問題，本研究針對鬍鬚張漲價事件進行深入個案研究。運用細思可能模式的線索概念，探討鬍鬚張陷入危機之起因；運用議題催化模式，分析媒體催化議題、擴大企業危機之過程與策略；並透過形象修護理論，分析企業的危機回應策略、媒體效能與組織學習效果。 研究發現，漲價時機與定價策略不當，是危機之起因。議題催化模式也能運來解釋媒體定義、正當化、兩極化議題與爭取認同的過程。另外，企業採取順應型策略的媒體成效較佳，並能從危機教訓中學習經驗，從而避免重蹈覆轍。
In 2012, an island-wide chain restaurant, Formosa Chang, initiated an price-raising action, which later arose controversy. Several questions emerge in this case: Why did the price-raising action be criticized relentlessly? How did the public media catalyze the controversy? How should enterprises restore their images and how do they do and learn from the crises? This study draws on several theories and models to answer these questions. It uses the Elaboration Likelihood Model (ELM) to explore the causes of the crisis, the catalytic model of issues management to analyze media’s role in catalyzing issues and escalating crises, and the image repair theory to analyze organizational responses, media’s effectiveness and the effects of organizational learning. The study finds that the crisis was caused by improper timing and pricing strategy. It also finds that the public media catalyze issues as a four-stage process: definition, rationalization, polarization and identification. In addition, the study finds that accommodation strategies yield better communication effects on public media and that better organizational learning from crises effectively prevents repeating failures in crisis communication.
期刊論文
1.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
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.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
4.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
5.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
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.Jones, B. L.、Chase, W. H.(1979)。Managing public policy issues。Public Relations Review，5(2)，3-23。  new window
8.Benoit, W. L.、Gullifor, P.、Panici, D. A.(1991)。President Reagan's defensive discourse on the Iran‐Contra affair。Communication Studies，42，272-294。  new window
9.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
10.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
11.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
12.Stern, E.(1997)。Crisis and Learning: A Conceptual Balance Sheet。Journal of Contingencies and Crisis Management，5(2)，69-86。  new window
13.Chun, M. M.、Jiang, Y.(1998)。Contextual cueing: Implicit learning and memory of visual context guides spatial attention。Cognitive Psychology，36(1)，28-71。  new window
14.Crabble, R. E.、Vibbert, S. L.(1985)。Managing Issues and Influencing Public Policy。Public Relations Review，11(2)，3-16。  new window
15.An, Seon-Kyoung、Gower, Karla K.(2009)。How do the news media frame crises? A content analysis of crisis news coverage。Public Relations Review，35(2)，107-112。  new window
16.Benoit W. L.、Brinson, S. L.(1994)。AT and T: Apologies are not enough。Communication Quarterly，42(1)，75-88。  new window
17.Coombs, W. T.、Holladay, S. 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
18.Hearit, K. M.(1997)。On tfie use of transcendence as an apologia sfrategy: The case of Johnson control and its fetal protection policy。Relations Review，23(3)，217-231。  new window
19.Taylor, M.、Vasquez, G. M.、Doorley, J.(2003)。Extending issues management: A case study of engagement between Merck and AIDS activists。Public Relations Review，29，257-270。  new window
20.Yao, Qingjiang(2009)。An evidence of frame building: Analyzing the correlations among the frames in Sierra Club newsletters, national newspapers, and regional newspapers。Public Relations Review，35(2)，130-132。  new window
21.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
22.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
23.Benoit, William L.(1997)。Image Repair Discourse and Crisis Communication。Public Relations Review，23(2)，177-186。  new window
24.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
25.Benoit, William L.、Brinson, Susan L.(1999)。Queen Elizabeth's Image Repair Discourse: Insensitive Royal or Compassionate Queen?。Public Relations Review，25(2)，145-156。  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.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
28.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
29.Benoit, W. L.、Henson, J. R.(2009)。President Bush's Image repair discourse on Hurricane Katrina。Public Relations Review，35(1)，40-46。  new window
30.Dutton, J. E.、Ottensmeyer, E.(1987)。Strategic issue management systems: Forms, functions and contexts。The Academy of Management Review，12(2)，355-365。  new window
會議論文
1.蔡樹培(1998)。媒介與危機溝通管理--以經濟曰報所引發的搶匯危機為例。第二屆媒介與環境學術研討會。台北：新莊。  延伸查詢new window
2.Kim, J.、Kim, H. J.、Cameron, G. T.(2008)。Are your corporate crisis responses effective? The effects of crisis types and corporate responses on the public's perceptions of organizational responsibility for crisis。11th International Public Relations Research Conference。Florida：University of Miami。  new window
圖書
1.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
2.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
3.Wimmer, R. D.、Dominick, J. R.、黃振家、宗靜萍、林妙容、吳蕙芬、錢俊豪(2002)。大眾媒體研究。臺北：學富。  延伸查詢new window
4.Coombs, W. T.、Holladay, S. J.(2010)。PR strategy and application: Managing influence。Wiley-Blackwell。  new window
5.Barton, L.(2001)。Crisis in organizations。Cincinnati, OH：College Divisions South-Western。  new window
6.羅世宏、Severin, Werner J.、Tankard, James W. Jr.(2007)。傳播理論--起源、方法與應用。臺北：五南。  延伸查詢new window
7.Heath, R. L.、Palenchar, M. J.(2009)。Strategic Issues Management: Organizations and Public Policy Challenges。Sage。  new window
8.Merriam, S. B.(1988)。Case study research in education。Thousand Oaks, CA：Jossey-Bass Inc.。  new window
9.Dienneier, Daniel、吳書榆(2011)。商譽管理：看見危機、穿透危機，決勝於未戰之前。台北：麥格羅•希爾國際出版公司。  延伸查詢new window
10.Meijer, M. M.(2004)。Does Success Breed Success? Effects of News and Advertising on Corporate Reputation。Amsterdam：Aksant Academic Publishers。  new window
11.吳宜蓁(1998)。議題管理--企業公關的新興課題。臺北：正中書局。  延伸查詢new window
12.Lerbinger, Otto(1997)。The Crisis Manager: Facing Risk and Responsibility。Mahwah, New Jersey：Lawrence Erlbaum Associates, Inc.。  new window
13.Gummesson, E.(2000)。Qualitative Methods in Management Research。Stage Publications。  new window
14.吳宜蓁(2002)。危機傳播--公共關係與語藝觀點的論點與實證。五南。new window  延伸查詢new window
15.Petty, Richard E.、Cacioppo, John T.(1986)。Communication and Persuasion: Central and Peripheral Route to Attitude Change。New York：Springer-Verlag。  new window
16.Coombs, W. Timothy(1999)。Ongoing crisis communication: Planning, managing, and responding。Sage。  new window
圖書論文
1.Grunig, J. E.、Repper, F. C.(1992)。Strategic management, publics, and issues。Excellence in public relations and communication management。Hillsdale, New Jersey：Lawrence Erlbaum Associates。  new window
2.Augustine, N. R.(2000)。Managing the crisis you tried to prevent。Harvard Business Review on Crisis Management。Boston, MA：Harvard Business School Press。  new window
3.Holladay, S. J.(2010)。Are they practicing what we are preaching? An investigation of crisis communication strategies in the media coverage of chemical accidents。The Handbook of Crisis Communication。West Sussex：Wiley-Blackwell。  new window
 
 
 
 
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