政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/111517

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/111517

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政大機構典藏 > 傳播學院 > 國際傳播英語碩士學程 > 學位論文 > Item 140.119/111517

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題名:	法國情境下的危機傳播 : 三星GALAXY NOTE7事件案例研究 Crisis communication in France:a case study of the samsung galaxy Note 7 issue
作者:	李芳瑜 Prunet, Elodie
貢獻者:	林怡潔 Lin, Yi-Chieh 李芳瑜 Prunet, Elodie
關鍵詞:	危機管理危機溝通跨文化社交媒體臉書三星 Crisis management Crisis communication Cross-cultural Social media Facebook Samsung
日期:	2017
上傳時間:	2017-07-31 11:15:39 (UTC+8)
摘要:	This research adds further knowledge to the crisis communication field by studying the Samsung Galaxy Note 7 issue that occurred in 2016. It focuses on social media and specifically on Facebook. This research uses Situational Crisis Communication Theory (SCCT) from Coombs in order to determine which strategies Samsung used to solve the crisis in France and in the United-States. The results showed that Samsung used Corrective Action and Ingratiation in France and added Full Apology in the United-States. This research also analyses the different comments from Samsung’s customers posted on Facebook: Samsung France and Samsung Mobile USA. Comments have been classified according to a set of emotions that help us understand the customer’s reactions to Samsung strategies. Findings showed that customers mainly experienced anger, outrage, disappointment, anxiety, neutral emotion and/or sympathy at different stage of the crisis and according to the country analyzed. Finally, this study explains why Samsung used different strategies in France and in the United States through Hofstede’s Cultural Dimensions Theory guidance. Results show that Power Distance, Individualism vs Collectivism, and Uncertainty Avoidance can be reasons why Samsung adapted their strategies. Marketers should keep in mind that a crisis can strike a company at any time and that strategies and messages should be fully adapted to countries’ culture. This study gives extensive explanation of Samsung Galaxy Note 7 crisis and help to marketers to better understand the stakes and strategies for a company’s crisis communication.
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描述:	碩士國立政治大學國際傳播英語碩士學位學程(IMICS) 104461012
資料來源:	http://thesis.lib.nccu.edu.tw/record/#G0104461012
資料類型:	thesis
顯示於類別:	[國際傳播英語碩士學程] 學位論文

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