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篇名 食品安全的組織危機溝通與危機回應策略之研究-以礦泉水事件為例
ganizational Crisis Communication and Crisis Response Strategies for Food Safety Crises—A Case Study of the Mineral Water Incident
作者 蔡宜庭、林家年
中文摘要

食品安全與全民相關的議題,危機事件會導致組織聲譽的傷害,更嚴重影響民眾的支持行為。本研究利用情境危機溝通理論(Situational crisis communication theory, SCCT)為理論架構,利用實驗法了解其與危機責任、組織聲譽和支持行為之關聯。研究發現,有相關的危機歷史造成組織的危機責任程度比較高,然而,沒有相關的危機歷史,危機責任的程度越小,組織聲譽評價為正面的;一致的危機回應策略,組織聲譽評價為比較正面的;支持行為方面,組織聲譽越好,得到越多支持行為。

英文摘要

In the food industry, any crisis will easily affect the perception and behavior of the public, resulting in a damage of organizational reputation and a loss of public support for the organization. Based on the situational crisis communication theory (SCCT), this study used a 2 (related crisis history: with/without) x 2 (crisis response strategy: consistent/inconsistent) between-group experimental design to explore their relations with crisis responsibility, organizational reputation, and support behavior. Results generally support SCCT. When a crisis occurs, organizations with related crisis history have higher crisis responsibility; organizations without related crisis history have smaller crisis responsibility, and their organizational reputation is positive. Inconsistent crisis response strategies do not have a significant effect on the level of crisis responsibility. However, consistent crisis response strategies can lead to more positive organizational reputation. As to support behavior, organizational reputation is a major factor. Higher organizational reputation can lead to more support behavior.

中文關鍵詞 危機回應策略、危機歷史、危機溝通、情境危機溝通理論
英文關鍵詞 crisis strategy,crisis history,crisis communication,Situational Crisis Communication Theory, SCCT
發表日期 2016/06/19
授權狀況 已授權
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