政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/30830

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/30830

English | 正體中文 | 简体中文 | Post-Print筆數 : 27 | Items with full text/Total items : 113648/144635 (79%)
Visitors : 51570250 Online Users : 748

RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.

Scope

please add "double quotation mark" for query phrases to get precise results

please goto advance search for comprehansive author search

Adv. Search

Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer

Goto mobile version

政大典藏 > College of Commerce > Advanced MBA, NCCU > Theses > Item 140.119/30830

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/30830

Title:	跨國企業與關鍵關係人的風險認知與危機溝通策略探討—以媒體對博士倫二次藥水回收事件報導為例
Authors:	陳盈蓓 Ying-Pei Chen
Contributors:	黃懿慧白崇亮 Huang, Yi Hui Pai, Joseph 陳盈蓓 Ying-Pei Chen
Keywords:	關鍵關係人風險認知危機溝通策略證據真實性媒體報導 Key stakeholder Risk perception Crisis communication strategy Truth of evidence News
Date:	2007
Issue Date:	2009-09-14
Abstract:	本研究以博士倫2006與2007年發生的兩次藥水回收事件為例，以五國的媒體抽樣報導為研究對象，結合深度訪談法，歸納分析媒體報導中呈現之五國博士倫公司風險認知、五國關鍵關係人之風險認知，並比較上述兩者間之差異。其後，以雙方之風險認知、證據真實性和媒體環境做為前置變項，對博士倫危機溝通策略運用之影響，進行理論的回應與探討，並以股價、媒體正負面報導等指標檢視該公司於兩事件中的危機溝通成效。最後，就研究發現，提出對實務面與未來研究方向之建議，期盼能予後續研究者進行跨國企業危機溝通策略時之參考。一、風險認知對於危機溝通策略的影響本研究發現，五國關鍵關係人之風險認知、組織本身之風險認知及兩者之差異，對於博士倫之危機溝通策略運用並無影響。除了新加坡關鍵關係人的風險認知為「監管單位發佈資訊」之外，香港、中國大陸、台灣及美國關係人之風險認知，前兩名均為「風險是否涉及毒害」或「企業的形象與信譽」，縱使四國關係人與博士倫重視的屬性有先後階段的不同，然而並不影響博士倫之危機溝通策略運用。MoistureLoc事件中，五國最重要的關鍵關係人皆為「政府監管單位」。二、證據真實性、媒體環境對於危機溝通策略的影響本研究發現，博士倫五國之溝通策略演變，皆以美國總公司為中心，由「否認」策略移至「辨明」策略，再趨向「讓步」策略，並有同一時期呈現言語與行為策略「不一致」之情形。策略的主要依據為「證據的真實性」，包括美國官方機構所公佈的病例數據或是博士倫自行調查的結果。此外，綜合內容分析與訪談結果，本研究認為媒體環境對於企業的危機溝通策略會造成影響，而影響的程度以新加坡、香港與台灣較美國與中國大陸明顯。三、兩次事件危機溝通策略之比較綜合本研究結果，美國博士倫於MultiPlus事件的處理策略，具有前一次MoistureLoc事件所沒有的特點，包括：1. 在最短時間內掌握危機狀況，積極反應；2. 迅速公佈處理情形；3. 發言人取得媒體信賴；4. 危機時間短，媒體報導篇幅少；5. 取得議題建構主動權。故博士倫於MultiPlus事件中，聲譽面及財務面皆未受影響，與前次事件相較，已然從危機中汲取經驗，可謂正面的危機學習。關鍵詞：關鍵關係人、風險認知、危機溝通策略、證據真實性、媒體報導第一章緒論 1 第一節研究背景與動機……………………………………………………1 第二節研究目的……………………………………………………………5 第三節研究問題……………………………………………………………6 第四節章節結構……………………………………………………………7 第二章文獻探討………………………………………………………………8 第一節危機概念及相關名詞說明………………………………………8 第二節危機溝通…………………………………………………………16 第三節公關取向的危機溝通策略………………………………………24 第四節已發表論文回顧…………………………………………………33 第五節五國媒體環境介紹………………………………………………35 第六節主要研究架構……………………………………………………40 第三章研究方法……………………………………………………………41 第一節研究流程………………………………………………………41 第二節研究方法………………………………………………………42 第三節資料分析與信度檢測…………………………………………46 第四章資料分析……………………………………………………………51 第一節博士倫於2006及2007年兩次隱形眼鏡保養液回收事件簡介51 第二節研究結果………………………………………………………56 第三節台灣博士倫與蘋果日報記者訪談結果………………………86 第五章結論與建議…………………………………………………………91 第一節研究發現與對理論和實務之回應…………………………………91 第二節研究限制與建議未來研究方向……………………………………105 參考文獻……………………………………………………………………107 附件…………………………………………………………………………118 附件一、台灣博士倫訪談題目（一）………………………………118 附件二、台灣博士倫訪談題目（二）………………………………124 附件三、蘋果日報記者訪談題目……………………………………125 附件四、博士倫聲明稿資料…………………………………………128 圖表目錄圖2-2 危機群組圖 12 圖2-3 危機管理五階段模式 13 圖2-4 Coombs危機情境與危機溝通策略配合表 18 圖2-5 企業溝通回應模型 20 圖2-6 危機溝通策略的連續帶架構 22 圖2-7 台灣有線電視家庭歷年普及率 37 圖2-8 本研究之架構圖 40 圖3-1 本研究之研究流程 41 圖3-2 內容分析的架構 44 圖4-1 博士倫股價圖 52 圖4-2 MoistureLoc 事件五國新聞報導分佈 55 圖4-3 新加坡博士倫危機溝通策略連續帶概念圖 71 圖4-4 香港博士倫危機溝通策略連續帶概念圖 72 圖4-5 大陸博士倫危機溝通策略連續帶概念圖 73 圖4-6 美國博士倫危機溝通策略連續帶概念圖 74 圖4-7 台灣博士倫危機溝通策略連續帶概念圖 75 圖4-8 博士倫台灣分公司組織圖 88 圖4-9 台灣博士倫危機指揮中心示意圖 89 圖5-1 Coombs及Coombs & Holladay建議之危機情境與溝通策略配對圖 94 表1-1 章節結構說明 7 表2-1危機定義之整理 8 表2-2 危機管理階段論述之整理 9 表2-3 Booth與Gonzalez-Herrero & Pratt之危機類型理論對照表 10 表2-4 Coombs之危機分類 12 表2-5 Coombs危機溝通策略的定義 18 表2-6 黃懿慧之形象修復策略 21 表2-7 框架定義整理 30 表3-1 六種證據來源其優點與缺點 43 表3-2 MoistureLoc事件資料蒐集範圍 48 表3-3 MoistureLoc與MultiPlus事件蒐集之地區及時間比較 50 表4-1 博士倫ReNu with MoistureLoc及ReNu MultiPlus回收事件紀要 52 表4-2 ReNu with MoistureLoc與ReNu MultiPlus藥水回收事件記要比較 56 表4-3 MoistureLoc事件五國關鍵關係人 56 表4-4 MoistureLoc事件五國關鍵關係人之風險認知 57 表4-5 新加坡MoistureLoc事件之關鍵關係人 58 表4-6 新加坡MoistureLoc事件關鍵關係人之風險認知 58 表4-7 香港MoistureLoc事件之關鍵關係人 59 表4-8 香港MoistureLoc事件關鍵關係人之風險認知 60 表4-9 大陸MoistureLoc事件之關鍵關係人 61 表4-10 大陸MoistureLoc事件關鍵關係人之風險認知 63 表4-11 美國MoistureLoc事件之關鍵關係人 64 表4-12 美國MoistureLoc事件關鍵關係人之風險認知 65 表4-13 台灣MoistureLoc事件關鍵關係人之風險認知 66 表4-14 台灣MoistureLoc事件關鍵關係人之風險認知 67 表4-15 MoistureLoc事件博士倫公司之風險認知對照事紀表 69 表4-16 美國MultiPlus事件博士倫與其關鍵關係人之回應整理 75 表4-17 台灣MultiPlus事件博士倫與其關鍵關係人之回應 76 表4-18 台灣MultiPlus事件關鍵關係人之風險認知 77 表4-19 MoistureLoc事件美國博士倫各危機層面整理 77 表4-20 MultiPlus事件美國博士倫各危機層面整理 78 表4-21 美國博士倫兩次事件之危機時間、危機類型比較表 79 表4-22 美國博士倫兩次事件溝通策略、議題框架、溝通態度與發言層級比較表 80 表4-23 針對美國總公司兩次事件之危機回應形式訪談記者結果 81 表4-24 MoistureLoc事件台灣博士倫各危機層面整理 81 表4-25 MultiPlus事件台灣博士倫各危機層面整理 82 表4-26 台灣博士倫兩次事件之危機時間、危機類型比較表 83 表4-27 台灣博士倫兩次事件之溝通策略、議題框架、溝通態度等比較表 83 表4-28 台灣博士倫於MoistureLoc事件六次聲明稿危機溝通策略統計表 84 表4-29 針對台灣分公司兩次事件之危機回應形式訪談記者結果 85 表5-1 MoistureLoc事件中五國關鍵關係人與博士倫公司偏重之風險認知屬性 93 表5-2 報紙於對於MoistureLoc事件中五國博士倫公司之評價 95 表5-3 FDA, CDC於危機期間公佈各產品使用者佔該期間隱形眼鏡患者之比例 96
Reference:	(期刊論文) 王尚文（2005）。《新環境衝擊下報紙行銷策略之研究--以中國時報為例》。國立政治大學傳播學院碩士在職專班碩士論文。向倩儀、黃敬華、徐任賢、姜采蘋、陳盈蓓、蘇惠群（2006）。〈跨國公司的危機處理策略―以博士倫藥水回收事件為例〉，「第十四屆中華民國廣告暨公共關係國際學術與實務研討會〉論文。政治大學廣告學系，台灣，台北。金耀基（2000）。〈香港：華人社會最具現代性的城市〉，《明報月刊》，35：3：28 - 31。吳宜蓁（2002）。〈「A錢」與「清廉」之間—解讀興票案的危機情境、危機反應策略與媒體效能〉，《傳播文化》，第九期。林怡瑩（2004）。《環境風險、環境運動與媒體：以台灣焚化爐政策爭議的媒體再現為例》。國立政治大學新聞研究所碩士論文。邱雅萍（2002）。《多國企業在臺子公司知識來源型態影響因素之硏究》。國立政治大學企管研究所博士論文。孫榮光（2000）。〈台灣有線電視與報紙媒體競爭之初探性研究〉，「傳播管理發展與趨勢之全國性學術研討會：迎接二十一世紀之平面傳播媒體」。世新大學傳播管理學系主辦。莊靜怡（2006）。《風險認知、危機溝通策略與形象報導之關聯—以兩岸媒體對「杜邦鐵氟龍事件」的報導為例》。國立政治大學新聞研究所碩士論文。郝曉鳴、李展（2001）。〈傳播科技對中國大陸傳媒體制的挑戰〉，《新聞學研究》，69：95-112。黃敬華、向倩儀、姜采蘋、蘇惠群、陳盈蓓、徐任賢（2006）。〈議題管理理論與框架理論之整合模式―以台北市「垃圾費隨袋徵收」政策為例」，「第十四屆中華民國廣告暨公共關係國際學術與實務研討會〉論文。政治大學廣告學系，台灣，台北。新聞記者編輯部（1992）。〈全國報紙管理工作會議在舟山舉行〉，《新聞記者》，12：8。蔡樹培（1999）。〈關係管理與溝通管理對危機管理之影響—以肇因於產品缺失之突發性危機為研究重點〉，《民意研究季刊》，209：133-167。黃曉玲（2004）。〈數位電視之Kill Application 是否浮出檯面〉，經濟部產業技術知識服務推廣計畫（ITIS）。蔡樹培（1999）。〈關係管理與溝通管理對危機管理之影響—以肇因於產品缺失之突發性危機為研究重點〉，《民意研究季刊》，209：133-167。鄭如惠（2003）。《李光耀時期新加坡與美國政經關係之研究 1965-1990》。國立政治大學外交研究所碩士論文。潘忠黨（1997）。〈大陸新聞改革過程中象徵資源之替換及形態〉，《新聞學研究》，54：111-139。臧國仁、鐘蔚文（1997）：〈框架概念與公共關係策略―有關運用媒介框架的探析〉，《廣告學研究》，9：99-130。蘇蘅、牛隆光、黃美燕、趙曉南（2000）：〈台灣報紙轉型的問題與挑戰─提供讀者更好的選擇？〉，《新聞學研究》，64：1-32。羅文輝、陳韜文、潘忠黨（2001）。《大陸、香港、臺灣新聞人員對媒介角色的認知》。傳播研究集刊第六集，政治大學傳播學院。（書籍） Garvin, A. P., & Berkman, R. I. (1996). The art of being well informed. Garden City Park, NY: Avery. 于鳳娟譯（2001）。《危機管理》。台北：五南。（原書 Lerbinger O. [1997]. The crisis manager: Facing risk and responsibility. Mahwah, N.J.: Lawrence Erlbaum Associates.）王石番（1989）。《傳播內容分析法：理論與實證》。台北：幼獅。方怡文、周慶祥（1997）。《新聞採訪理論與實務》。台北：正中。古映芸譯（1996）。《群眾公關》。台北：清華管理科學圖書中心。（原著 L. Susskind & P. Field）司徒達賢（2001）。《策略管理新論-觀念架構與分析方法》。台北：智勝。何舟、陳懷林（1998）。《中國傳媒新論》。香港：太平洋世紀。朱愛群（2002）。《危機管理－解讀災難謎咒》。台北：五南。朱延智（2003）。《企業危機管理》。台北：五南。尚榮安譯（2001）。《個案研究法》。台北：弘智文化。（原書 Yin, R. K. [1994]. Case study Research: Design and Methods, 2nd ed. Thousand Oaks, CA: Sage.）吳思華（1996）。《企業與社會，商學總論，國立政治大學商學院》。台北：麥田，頁56-57。 Goffman, E. (1974). Frame analysis. New York: Harper Colophon. 吳宜蓁（2002）。《危機傳播：公共關係與語藝觀點的理論與實證》。台北：五南。吳宜蓁、徐詠絮譯（1996）。《危機管理診斷手冊》。台北：五南。（原書 Mitroff, I.I., & Pearson, C. M. [1993]. Crisis management: A diagnostic guide for improving your organization`s crisis-preparedness. San Francisco, Calif.: Jossey-Bass Publishers.）林文益、鄭安鳳譯（2002）。《危機管理與傳播》。台北：風雲論壇。（原書 Coombs, W. T. [1999]. Ongoing crisis communication: Planning, managing, and responding. CA: Sage.）吳思華（2000）。《策略九說：策略思考的本質》。台北：臉譜。楊孝嶸（1991），《傳播研究方法總論》，台北：三民。袁舟（2003）。《危媒體集團的經營與管理–新加坡報業控股的成功之道路》。汕頭大學出版社。張多馬（1995）。《大陸新聞事業概況》。台北：行政院大陸委員會。張宏源（1999）。解構媒體環境變遷與報業發展趨勢。台北，亞太圖書。張錫鎮（1999）。《東南亞政府與政治》。台北，楊智文化事業。黃懿慧（1994）。《科技風險與環保抗爭—台灣民眾風險認知個案研究》。台北：五南，頁15-61。 Gamson. W. A. (1992). Talking Politics. Cambridge University Press. 蘇蘅（2002）。《競爭時代的報紙理論與實務》。台北：時英蘇鑰機（2003）。「市場導向下的新聞傳媒」。李少南編，《香港傳媒新世紀》。香港：中文大學出版社，頁99-124。韓應寧譯（1987）。《危機管理》。台北：天下文化。（原書 Fink, S. [1986]. Crisis management: Planning for the inevitable. New York, NY: American Management Association.）宋明哲（2000）。《風險管理》。台北：五南。（網路）東森新聞網。〈要聞總覽：網路媒體效應美國報紙發行量持續下滑〉。上網日期：2007年6月1日至6月30日，取自 http://www.ettoday.com/finance/index_news_more.php?tid=295 〈英文文獻〉 Allen, M. W., & Caillouet, R. H. (1994). Legitimation endeavors: Impression management strategies used by an organization in crisis. Communication Monographs, 61, 44-62. Anderson, J. C., & Narus, J. A. (1990). Model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 47(January), 42-58. Anderson, W. B. (2001). The media battle between Celebrex and Vioxx: Influencing media coverage but not content. Public Relations Review, 27, 449-460. Galtung, J. & Ruge, M. (1965). The structure of foreign news. Journal of Peace Reasearch, 64-90. Also in J. Tunstall (Eds.). Media Sociology, (pp. 29-98). London: Constable. Augustine, N. R. (2000). Managing the crisis you tried to prevent. Harvard Business Review on Crisis Management. Boston, MA: Harvard Business School Press. Barton, L. （1993）. Crisis in organizations: Managing and communicating in the heat of chaos. Cincinnati, OH: College Divisions South-Western. Beck, U. (1992b). Risk Society ―Towards a new modernity. London: Sage. Benoit, W. L. (1995). Accounts, excuses, and apologies: A theory of image restoration. Albany: State University of New York Press. Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23(2), 177-187. Benoit, W. L., & Brinson, S. L. (1999). Queen Elizabeth’s image repair discourse: Insensitive royal or compassionate Queen? Public Relations Review, 25(2), 145-156. Barnhurst, Kevin G., & Mutz, Diana (1997). American journalism and the decline in event-centered reporting. Journal of Communication, Autumn 47(4), 27-53. Bagdikian, B. H. (1997). The media monopoly. 5the Ed. Boston: Beacon Press. Benford, R. D. (1993). Frame disputes within the Nuclear Disarmament Movement. Social Forces, 71, 677-701. Birch, J. (1994). New factors in crisis planning and response. Public Relations Quarterly, 39(1), 31-34. Gonzalez-Herrero, A., & Pratt, C. B. (1995). How to manage a crisis before―or whenever ―it hits. Public Relations Quarterly, 40(1), 25-29. Bishop, R. L. (1989). Qi Lai! Mobilizing one billion Chinese: The Chinese communication system. Ames, IA: Iowa State University Press. Blomkvist, Anna-Christina (1987). Psychological aspects of values and risks. In Lennart Sjoberg (eds.), Risk and society: Studies of risk generation and reactions to risk, 89-112. London: Allen & Unwin. Bogart, L. (1995). Commercial culture: The media system and the public interest. New York and Oxford: Oxford University Press. Booth, S. A. (1993). Crisis management strategy: Competition and change in modern enterprises. London; New York: Routledge. Bradford, J. L., & Garrett, D. E. (1995). The effectiveness of corporate communicative responses to accusations of unethical behavior. Journal of Business Ethics, 14, 875-892. Brummett, B. (1980). Towards a theory of silence as a apolitical strategy. Quarterly Journal of Speech, 66, 289-303. Burnett, J. J. (1998). A strategic approach to managing crises. Public Relations Review, 24(4), 475-488. Carlson, W. B. and Millard, A. J. (1987). Defining risk within a business context: Thomas A. Edison, Eliihu Thomson, and the a.c.— d.c. controversy, 1885-1990. In B. B. Johnson and V. T. Covello (eds.), The social and cultural construction of risk. Dordrecht, Holland: D. Reidel Association. Clarkson, M. B. E. (1991). Defining, evaluating, and managing corporate social performance: A stakeholder management model. In J. E. Post (Ed.), Research in corporate social performance and policy (pp. 331-358). Greenwich, CT: JAI. Coombs, W. T. (1995a). Choosing the right words: The development of guidelines for selection of the appropriate crisis-response strategies. Management Communication Quarterly, 8(4), 447-476. Gonzalez-Herrero, A., & Pratt, C. B. (1996). An integrated symmetrical model of crisis-communications management. Journal of Public Relations Research, 8(2), 79-106. 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. Coombs, W. T.(1998). An analytic framework for crisis situations: Better responses from a better understanding of situation. Journal of Public Relations Research, 10(3), 177-191. Coombs, W. T. (1999a). Crisis management: Advantages of a relational perspective. In J. A. Ledingham & S. D. Bruning (Eds.), Relationship management: A relational approach to the study and practice of public relations (pp. 75-93). Mahwah, NJ: Lawrence Erlbaum Associates, Inc. Coombs, W. T. (1999). Ongoing crisis communication: Planning, managing, and responding. Thousand Oaks, CA: Sage. Coombs, W. T., & Holladay, S. J. (2001). An extended examination of the crisis situation: A fusion of the relational management and symbolic approaches. Journal of Public Relations Research, 13(4), 321–340. Covello, V. T. (1992). Risk Communication: An emerging area of health communication research. In S. A. Deetz (Ed.), Communication Yearbook, 15, 359-373. Newbury Park, CA: Sage. Couretas, J. (1985). Preparing for the worst. Business Marketing, 70, 96-100. Cutter, Susan L. (1993). Living with risk: Geography of technological hazards, (Chapter 1: The nature and character of technological hazards, Chapter 4: Managing technological hazards). New York: Chapman and Hall Inc. Crable, R. E., & Vibbert, S. L. (1986). Public relations as communication management. Edina, MN: Bellwether. Darling, J. R. (1994). Crisis management in international business: Keys to effective decision making. Leadership & Organizational Development Journal Annual, 15(8), 3-8. Goffman, E. (1974). Frame Analysis: An essay on the organization of experience. Cambridge, MA: Harvard University Press. DeFleur, M. L. & Ball-Rokeach, S. (1989). Theories of mass communication, 5th ed. White plains, New York: Longman. Dermers, D. P. (1996). Corporate newspaper structure, editorial page vigor, and social change. Journalism & Mass Communication Quarterly, 73(4), 857-77. Dozier, D. M., L. A. Grunig, & J. E. Grunig (1995). Manager’s Guide to Excellence in Public Relations and Communication Management. Mahwah, NJ: Lawrence Erlbaum Associates. Entman, R. M. (1993). Framing: Toward clarification of a fractured paradigm. Journal of Communication 43 (4): 51-58. Fearn-Banks, K. (1996). Crisis communications: A case book approach. Mahwah, NJ: Lawrence Erlbaum. Fink, S., Beak, J., & Taddeo, K. (1971). Organizational crisis and change. Journal of Applied Behavioral Science, 7, 15-37. Fischhoff, Baruch. (1985). Managing risk perceptions. Issues in Science and Technology, 83. Fitchn, J. M., Hearth J. S., & Ressenden-Raden, J. (1987). Risk perception in community context: A case study. In B. B. Johnson and V. T. Covello (eds.), The social and cultural construction of risk. Dordrecht, Holland: D. Reidel. Fitzpatrick, K. R. (1995). Ten guidelines for reducing legal risks in crisis management. Public Relations Quarterly, 40(2), 33-38. Fitzpatrick, K. R., & Rubin, M. S. (1995). Public relations vs. legal strategies on organizational crisis decisions. Public Relations Review, 21(1), 21-33. Graber, D. A. (1988). Processing the News: How People Tame the Information Tide. New York: Longman. Friedman, T. L. (2005). The World is Flat. NY: Farrar Straus & Giroux. Grunig, J. E. (1989). Symmetrical presuppositions as a framework for public relations theory. In C. H. Botan and V. Hazleton Jr.(Eds.), Public Relations Theory (pp. 17-44). NJ: Lawrence Erlbaum Associates. Grunig, J. E. (1992). Communication, public relations, and effective organizations: An overview of the book. In J. E. Grunig (Ed.), Excellence in public relations and communication management (pp. 1-30). Hillsdale, NJ: Lawrence Erlbaum. 梁偉賢（1995）。〈香港新聞道德專業化的面貌〉，「邁向21世紀兩岸三地傳媒介研討會」，香港。 Grunig, J. E., & Grunig, L. A. (1992). Models of Public Relations and Communication. Chapter 11. In J. E. Grunig (Eds.), Excellence in public relations and communication management. New Jersey: Lawrence Erlbaum Associates. Grunig, J. E., & Hunt, T. (1984). Managing Public Relations. New York: CBS College Publishing. Grunig, J. E., & Repper, F. C. (1992). Strategic management, publics, and issues. In J. E. Grunig (Ed.), Excellence in public relations and communication management (pp. 117-158). Hillsdale, NJ: Lawrence Erlbaum. Grunig, J. E., & White, J. (1992). The effectiveness of worldview on public relations theory and practice. In J. E. Grunig(Ed.), Excellence in public relations and communication management. Hillsdale, NJ: Lawrence Erlbaum. Guth, D. W. (1995). Organizational crisis experience and public relations roles. Public Relations Review, 21(2), 123-136. Heath, R. L. (1997). Strategic Issues Management—Organizations and Public Policy Challenges. CA: Sage. Herman, Edward S., & MacChesney, Robert W. (1997). The global media: The new missionaries of corporate capitalism. London and Washington: Cassell. Higbee, A. G. (1992, October). Shortening the crisis lifecycle: Seven rules to live by. Occupational Hazards, 54, 137-138. Huang, Y. H. (2001a). OPRA: A cross-cultural, multiple-item scale for measuring organization-public relationships. Journal of Public Relations Research, 13(1), 61-91. Huang, Y. H. (2004). Revisiting the Communicative Response Model: Crisis Situations, Communication Strategies, and Media. Paper presented to the 7th Annual International Public Relations Research Conference, Miami, Florida, USA. 陳懷林、郭中實（1998）。〈黨報與大眾報紙廣告經營「收入裂口」現象之探討〉，《新聞學研究》，57：5-26。 Huang, Y. H. (2005). Impact of crisis communication strategy and form of crisis response on relational outcomes: The Moderating role of crisis type. The conference of the National communication Association. Boston, USA, Nov. 16-20. Huang, Y. H., Lin, Y. H., & Su, S. H. (2005). Crisis communicative strategies: category, continuum, and cultural implication in Taiwan. Public Relations Review, 3(2), 229-238. Huang, Y. H. (forthcoming). Trust and Relational Commitment in Corporate Crises: The Effects of Crisis Communicative Strategy and Form of Crisis Response. Journal of Public Relations Research Herbig, P., Milewicz, J., & Golden, J. (1994). A model of reputation building and destruction. Journal of Business Research, 31, 23-31. Hofstede, G. (1983). Dimensions of national cultures in fifty countries and three regions. In J. Deregowski, S. Dzirawiec, & R. Annis (Eds.), Explications in Cross-Cultural Psychology (pp. 389-407). Lisse, the Netherlands: Swets and Zeitlinger. John, G. (1984). An empirical investigation of some antecedents of opportunism in a marketing channel. Journal of Marketing Research, 21 (August), 278-89. Jones, E. E., & Nisbett R. E. (1971). The Actor Observer: Divergent Perceptions of the Cause of Behavior. Attribution: Perceiving: The Causes of Behavior .General Learning Press, Morristown, New Jersey, pp. 1-26. Kasperson, R. E., Renn, O., Slovic, P., Brown, H., Emel, J., Goble, R., Kapserson, J. X., & Ratick, S. (1988). The social amplification of risk: A conceptual framework. Risk Analysis, 8, 177-187. Kimball, P. (1994). Downsizing the news: Network cutbacks in the nation’s capital. Baltimore and London: The Johns Hopkins University Press. Krimsky, S., & Plough, A. (1988). Environmental hazards: Communicating risks as a social process. Massachusetts: Auburn House Publishing Company. 動腦雜誌編輯部（2006）。〈2005台灣媒體廣告營收調查─報紙的未來還是夢〉，《動腦雜誌》，361：60-61。 Krippendroff, K. (1980). Content Analysis: An Introduction to Its Methodology. Beverly Hills, Calif.: Sage Publications. 28. Kuklan H. (1988). Crisis Confrontation in International Management: Consequences and Coping Actions. Management International Review,28(3), 21-30. Lee, Chin-chuan (2001). Rethinking Political Economy: Implication for Media and Democracy in Greater China. Javnos-the Public, 8(4), 81-102. Lundgren, R. E., & McMakin, A. H. (1998). Risk Communication: A Handbook for Communicating Environmental Safety and Health Risks.(2nd ed). Columbus, OH: Battelle. Lerbinger O. (1997). The crisis manager: Facing Risk and Responsibility. Mahwah, NJ: Lawrence Erlbaum Associates. Marra, F. J. (1992). Crisis public relations: A theoretical model. Unpublished doctoral dissertation, University of Maryland College Park. Marra, F. J. (1998). Crisis communication plans: Poor predictors of excellent crisis public relations. Public Relations Review, 24(4), 461-474. McLeod, J, & Chaffee, S. H. (1973). Interpersonal Approaches to Communication Research. American Behavioral Science, 16, 469-499. Mitchell, T. H. (1986). Coping with a corporate crisis. Canadian Business Review, 13, 17-20. Mitroff, I. I., & Pearson, C. M. (1993). Crisis management: A diagnostic guide for improving your organization`s crisis-preparedness. San Francisco, Calif.: Jossey-Bass Publishers, pp.21. 梁慧玲（2003）。《兩岸三地國際新聞報導之比較--以美伊戰爭期間的人民日報、蘋果日報、聯合報為例》。國立政治大學新聞研究所碩士論文。 Mitroff, I. I. (2001). Managing Crisis Before Happen, New York: American management Association. Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57(January), 81-1-2. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38. National Research Council (1989). Improving risk communication. Washington, D.C.: National Academy Press. Nelson, T. E., Clawson, R. A. & Oxley, Z. M. (1997). Media framing of a civil liberties conflict and its effect on tolerance. American Political Science Review, 91(3), 567-583. Ogrizek, M., & Guillery, J. (1999). Communicating in Crisis (Translated by H. Kimball-Brooke & R. Z. Brooke). New York: Aldine De Gruyter. O’Hair, D., Friedrich, G. W., Wiemann, J. M., & Wiemann, M. O. (1955). Competent communication. New York: St. Martin’s. Pauchant, T. C., & Mitroff, I. I. (1992). Transforming the crisis-prone organization: Preventing individual, organizational, and environmental tragedies. San Francisco: Jossey-Bass. Porter, M. E. (1986). Competition in Global Industries. Boston: Harvard Business School Press. Raymond, P. E. (1997). Issue Management: Managing Trends through the Issues Life Cycle. In C. L. Caywood (Ed.), The handbook of strategic public relations and integrated communications (pp.173-188). New York, NY: McGraw-Hill. 黃懿慧（2001a）。〈危機回應：淺談形象修復策略〉，《公關雜誌》，42：43-46。 Rayner, S. (1987). Risk and relativism in science for policy. In B. B. Johnson and V. T. Covello (eds.), The social and cultural construction of risk, 5-23. Holland: D. Reidel Publishing Company. Sandman, P. (1986). Getting to maybe: Some communications aspects of siting hazardous waste facilities. Set on Hall Legislative Journal, 9(2). Schmeidler, Emilie & Sandman, Peter M. (1988). Getting to maybe: Decisions on the road to negotiation in hazardous waste facility siting. Report for environmental communication research program. Cook College, Rutgers University, New Brunswick. Schlesinger, P. (1990). Rethinking the Society of Journalism: Source strategy and the limits of media centrism. In M. Ferguson(Ed.), Public Communication and the News Imperatives. London: Sage. Schwartz, H., & Jacobs, J. (1979). Qualitative sociology: A method to the madness. New York: Free Press. Seeger, M. W., & Ulmer, R. R. (2001). Public relations and crisis communication: Organizing and chaos. In R. L. Heath (Ed.), Handbook of Public Relations (pp. 155-166). London: Sage. Seitel, F. P. (1983). 10 myths of handling bad news. Bank Marketing, 15, 12-14. Shoemaker, P. J., & Reese, S.D. (1996). Mediating the message: Theories of influences on mass media content. New York: Longman. Shrivastava, P., & Mitroff, I. I. (1987). Strategic management of corporate crises. Columbia Journal of World Business, 22, 5-11. Siomkos, G., & Shrivastava, P. (1993). Responding to product liability crises. Long Range Planning, 26(5), 72-79. 黃懿慧（2001b）。〈網路危機管理理論模式建構－情境、網路傳播與組織回應之關聯性研究〉。行政院國科會專題研究計劃成果報告。 Reber, B. H. & Berer, B. K. (2005). Framing Analysis of activist rhetoric: How the Sierra Club succeeds or fails at creating salient message. Public Relation Review, 31, 185-195. Sigal, V. L. (1973). Reporters and officials: The organization and politics of newsmaking. Lexington, Mass.: D.C. Heath. Sillince, J. A. A. (2002). A model of the strength and appropriateness of argumentation in organizational contexts. Journal of Management Studies, 39(5), 585-618. Slovic, P., Fishchoff, P. & Liechtenstein, S. (1980). In R. Schwing and W. A. Albers, Jr. (eds.), Societal risk assessment: How safe is safe enough? New York: Plenum. Snow, D. A. & Benford, R. D. (1988). Ideology, framing resonance, and participant mobilization. In B. Klandermans, et al. (Eds.). International Social Movement Research. Greenwich, CO: JAI Press. Spangler, M. B. (1982). The role of interdisciplinary analysis in bridging the gap between technical and human sides of risk assessment. Risk Analysis, 2(2), 101-114. Stake, R. E. (1994). Case studies. In N. K. Denzin & Y. S. Lincoln(Eds.), Handbook of qualitative research (pp. 236-247). Thousand Oaks, CA: Sage. Stocker, K. P. (1997). A strategic approach to crisis management. In C. L. Caywood (Ed.). The handbook of Strategic PR & integrated communications (pp.189-206). NY: McGraw-Hill. Strong, K. C., Ringer, R. C., Taylor, S. A. (2001). The rules of stakeholder satisfaction (timeliness, honesty, empathy). Journal of Business Ethics, 32(3), 219-230. Sturges, D. L. (1994). Communicating through crisis: A strategy for organizational survival. Management Communication Quarterly, 7(3), 297-316. 隋安德（1988）。《報紙報導蝦米螢光劑事件之研究》。國立政治大學新聞研究所碩士論文。 Terikildsen, N., & Schnell, F. (1997). How media frames move public opinion: An analysis of the woman’s movement. Political Research Quarterly, 50, 879-900. Tuchman, G. (1978). Making news. New York: Free Press. Turow, J. (1992). Media systems in society: Understanding industries, strategies, and power. New York & London: Longman. Tyler, L. (1997). Liability means never being able to say you’re sorry: Corporate guilt, legal constraints, and defensiveness in corporate communication. Management Communication Quarterly, 11(1), 51-73. Ulmer, R. R., & Sellnow, T. L. (2000). Consistent questions of ambiguity in organization crisis communication: Jack in the Box as a case study. Journal of Business Ethics, 25(2), 143-155. Weick, K.E. (1998). Enacted Sensemaking in Crisis Situations. Journal of Management Studies, 25(4), 305-317. William, D. E., & Olaniran, B. A. (1998). Expanding the crisis planning function: Introducing elements o frisk communication to crisis communication practice. Public Relations Review, 24(3), 387-400. Williamson, O. E. (1975). Markets and Hierarchies: Analysis and antitrust implications. New York: Free. Wood, D. J. (1991). Corporate social performance revisited. Academy of Management Review, 16, 691-718. Yin, R. K., Bateman, P. G., & Moore, G. B. (1983, September). Case studies and organizational innovation: Strengthening the connection. Washington, DC: COSMOS Corporation. 新聞出版署（1990）。〈報紙管理暫行規定〉，《新聞法規政策須知》，頁1-2。北京：學習出版社。 Yin, R. K. (1994). Case study research: Design and methods. London: Sage Publications.
Description:	碩士國立政治大學管理碩士學程(AMBA) 94362022 96
Source URI:	http://thesis.lib.nccu.edu.tw/record/#G0094362022
Data Type:	thesis
Appears in Collections:	[Advanced MBA, NCCU] Theses

Files in This Item:

File	Size	Format
index.html	0Kb	HTML2	615	View/Open

All items in 政大典藏 are protected by copyright, with all rights reserved.

社群 sharing

著作權政策宣告 Copyright Announcement

1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.

DSpace Software Copyright © 2002-2004 MIT & Hewlett-Packard / Enhanced by NTU Library IR team Copyright © - Feedback