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題名:危機管理策略初探--以食品業為例
作者:凃忠正
作者(外文):Chung-Cheng Tu
校院名稱:國立中山大學
系所名稱:企業管理學系研究所
指導教授:梁慧玫
學位類別:博士
出版日期:2016
主題關鍵詞:Ansoff矩陣危機管理商業生態系統組織文化組織認同組織公民行為危機反應策略食品產業organization cultureorganization identityorganization citizen behaviorAnsoff matrixbusiness ecosystemcrisis managementfood industrycrisis response strategy
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食品安全問題是台灣近幾年最受消費者關心的議題之一。食品業者遭逢食安事件時,處理得宜可挽回消費者信心,讓企業獲得更好的發展;但相反地,處理失當,不只失去消費者信賴,更可能讓企業崩盤,甚至倒閉。因此,食安問題處理,是企業危機也可能是轉機,不再只是表象問題,更需深入具體探討。本研究依此邏輯,將企業食品安全與產品策略、商業生態系統、員工認知及媒體與網路傳播作關聯性探討。
本研究透過台灣三家知名公司,E公司、K公司及G公司,以個案研究法並採用半結構式訪談法,探討三家個案公司在食安危機管理的前(未雨綢繆期)、中(危機風暴期)、後(災後整治期)三階段,對食安與產品管理、食安與商業生態系統、食安制度與員工認知、企業食安政策與社會大眾四個構面,於各階段進行議題設定,並對高層主管進行訪談,期望從中了解知名個案公司在上述三階段四構面的做法。
訪談資料的分析結果發現個案公司已將食品安全作為最高經營戰略,進而牽動經營思維,從產品的量與質管理,供應商管理方式,員工管理,到社會大眾,每一個構面因企業規模與定位不同,而有不同,但有效作法,且環環相扣。歸納這些作法,提出理論與實務的建議。
The problems of food safety have been the most concernable issues in Taiwan in recent years. When they happened, it could be a potential growth opportunity or a disaster for companies, depending upon crisis management strategies. Food crises managements are not a one-dimension issue, rather involved with almost all aspects. Among them, we focus on four dimensions to investigate as follows, products management, business ecosystem, employees and the public.
The research is to explore the relative issues with three major food companies that survived the food safety crisis, using case study and semi-constructured interview method to discuss three stages of crisis management, including before, during and after crisis on these four aspects.
The results show that, according the market positioning and capabilities, each company has its own crisis management strategies in each of the four aspects. And they all work well.
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吳美慧、陳筱晶,獨家調查》台灣市占過半乳品,都有問題!牛奶駭人,商業周刊1358期,2013,Nov 20,【線上資料】
來源: http://magazine.businessweekly.com.tw/Article_page.aspx?id=20229【2016,Sep 10】
俞泊霖、張菁雅、蔡淑媛、林俊宏、謝文華、楊雅民、楊菁菁、林惠琴,鼎王認了︰湯底加康寶雞湯塊,自由時報,2014,Feb 27,【線上資料】new window
來源: http://news.ltn.com.tw/news/life/paper/757650【2016,Sep 10】
汪彥成、邱彥瑜,一張圖看透:餿水油的前世今生,公視議題新聞中心,2014,Sep 11,【線上資料】
來源: http://pnn.pts.org.tw/main/2014/09/11/一張圖看透:餿水油的前世今生/
【2016,Sep 10】

韓婷婷,正義油再陷風暴 頂新:釐清產品,中央通訊社,2014,Oct 8,【線上資料】
來源: http://www.cna.com.tw/news/firstnews/201410085001-1.aspx【2016,Sep 10】
林宜慧,越官方證實 頂新越南油全飼料油,中時電子報,2014,Oct 27,【線上資料】
來源: http://www.chinatimes.com/realtimenews/20141027004725-260405【2016,Sep 10】
林慧貞,越南飼料油波及統一布丁、瑞穗鮮乳冰淇淋共23件 民眾全已吃下肚,上下游,2014,Nov 14,【線上資料】
來源: https://www.newsmarket.com.tw/blog/60806/【2016,Sep 10】
謝文華,德昌、黃大目等4家豆乾驗出恐致癌二甲基黃,自由時報,2014,Dec 16,【線上資料】
來源: http://news.ltn.com.tw/news/life/breakingnews/1182633【2016,Sep 10】
馮惠宜,飼料雞血混鴨血狂賣全台 黑心負責人遭收押,中時電子報,2015,Feb 13,【線上資料】
來源: http://www.chinatimes.com/newspapers/20150213000883-260114【2016,Sep 10】
曹婷婷,台南手搖茶店頻出包 店家問:下一個是誰?,中時電子報,2015,Apr 24,【線上資料】
來源: http://www.chinatimes.com/newspapers/20150424000409-260102【2016,Sep 10】
許書維、潘穎文,GMP藥廠也淪陷!正長生健胃散含工業鎂 上萬罐流入市面,三立新聞網,2015,Apr 1,【線上資料】
來源: http://www.setn.com/News.aspx?NewsID=68528【2016,Sep 10】
潘子祁,台全熱狗添加非食品亞硝酸鹽 波及東方美等五家連鎖早餐,上下游News&Market,2015,Nov 18,【線上資料】
來源: https://www.newsmarket.com.tw/blog/78771/【2016,Sep 10】
 
 
 
 
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