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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 31-Jul-2017 11:15:39 (UTC+8) 摘要 This research adds further knowledge to the crisis communication field by studying\nthe Samsung Galaxy Note 7 issue that occurred in 2016. It focuses on social media and\nspecifically on Facebook. This research uses Situational Crisis Communication Theory\n(SCCT) from Coombs in order to determine which strategies Samsung used to solve the crisis\nin France and in the United-States. The results showed that Samsung used Corrective Action\nand Ingratiation in France and added Full Apology in the United-States. This research also\nanalyses the different comments from Samsung’s customers posted on Facebook: Samsung\nFrance and Samsung Mobile USA. Comments have been classified according to a set of\nemotions that help us understand the customer’s reactions to Samsung strategies. Findings\nshowed that customers mainly experienced anger, outrage, disappointment, anxiety, neutral\nemotion and/or sympathy at different stage of the crisis and according to the country analyzed.\nFinally, this study explains why Samsung used different strategies in France and in the United\nStates through Hofstede’s Cultural Dimensions Theory guidance. Results show that Power\nDistance, Individualism vs Collectivism, and Uncertainty Avoidance can be reasons why\nSamsung adapted their strategies. Marketers should keep in mind that a crisis can strike a\ncompany at any time and that strategies and messages should be fully adapted to countries’\nculture. This study gives extensive explanation of Samsung Galaxy Note 7 crisis and help to\nmarketers to better understand the stakes and strategies for a company’s crisis communication. 參考文獻 Adkins, G. L. (2010). Organizational networks in disaster response: An examination of the\nUS government network’s efforts in hurricane Katrina. The handbook of crisis\ncommunication, 93-114.\nAnderson, B. D., & Rucke, K. R. (2011, March). Crisis Communication: Differences in\nOnline Media, Blogs and Interactive Comments. In 14 TH INTERNATIONAL\nPUBLIC RELATIONS RESEARCH CONFERENCE (p. 46).\nAnpr, https://goo.gl/uncWEF 8th June 2017.\nAustin, L., & Jin, Y. (2016). SOCIAL MEDIA AND CRISIS\nCOMMUNICATION. Strategic Communication: New Agendas in Communication,\n163.\nBabbie, E. R. (2013). The basics of social research. Cengage Learning.\nBarnes, Nora Ganim, and Eric Mattson. "Social media in the Inc. 500: The first longitudinal\nstudy." Journal of New Communications Research 3.1 (2008): 74-78\nBaxter, P., & Jack, S. (2008). Qualitative case study methodology: Study design and\nimplementation for novice researchers. The qualitative report, 13(4), 544-559.\nBenoit, W. L. (2000). Another visit to the theory of image restoration strategies.\nCommunication Quarterly, 48(1), 40-43.\nBloomberg, Y (2016, September 13). Samsung Blames Small Battery Flaw for Prompting\nNote 7 Recall. Retrieved November 5th 2016, from https://www.bloomberg.com\nBouzon, A. (1999). Communication de crise et maîtrise des risques dans les organisations.\nCommunication et organisation, (16).\nBussinessreview, http://www.businessrevieweurope.eu 8th June 2017\nCnet, H (2016, October 10th). Here’s why Samsung note 7 phones are catching fire.\nRetrieved November 5th 2016, from https://www.cnet.com/news/why-is-samsunggalaxy-\nnote-7- exploding-overheating/ Coombs, W. T., & Holladay, S. J. (1996).\nCommunication and attributions in a crisis: An experimental study of crisis\ncommunication. Journal of Public Relations Research, 8, 279–295.\nCoombs, W. T., & Holladay, S. J. (2001). An extended examination of the crisis situation: A\n\nfusion of the relational management and symbolic approaches. Journal of Public\nEisenhardt, K. M. (1989). Building theories from case study research. Academy of\nmanagement review, 14(4), 532-550.\nRelations Research, 13, 321–340. Coombs, W. T., & Holladay, S. J. (2002). Helping crisis\nmanagers protect reputational assets: Initial tests of the situational crisis\ncommunication theory. Management\nCommunication Quarterly, 16, 165–186. Coombs, W. T., & Holladay, S. J. (2004). Reasoned\naction in crisis communication: An attribution theory-based approach to crisis\nmanagement. In D. P. Millar, & R. L. Heath (Eds.), Responding to crisis: A rhetorical\napproach to crisis communication (pp. 95–115). Mahwah, NJ: Lawrence Erlbaum\nAssociates.\nCoombs, W. T., & Holladay, S. J. (2005). Exploratory study of stakeholder emotions: Affect\nand crisis. In N. M. Ashkanasy, W. J. Zerbe, & C. E. J. Hartel (Eds.), Research on\nemotion in organizations: Volume 1: The effect of affect in organizational settings (pp.\n271–288). New York: Elsevier.\nCoombs, W. T. (2007). Attribution theory as a guide for post-crisis communication research.\nPublic Relations Review, 33(2), 135-139.\nFrance Mobile, (2016, July 25th). Samsung. Retrieved from http://www.francemobiles.com/\nGabay, M. (2001). La nouvelle communication de crise. Ed. Stratégies. Hofstede, G.,\nHofstede, G. J., & Minkov, M. (1991). Cultures and organizations: Software of\nthe mind (Vol. 2). London: McGraw-Hill.\nHofstede, G. (1993). Cultural constraints in management theories. The Academy of\nManagement Executive, 7(1), 81-94. Holladay, Sherry J. "Crisis communication\nstrategies in the media coverage of chemical accidents." Journal of Public Relations\nResearch 21.2 (2009): 208-217.\nJin, Y., Liu, B. F., & Austin, L. L. (2014). Examining the role of social media in effective\ncrisis management: The effects of crisis origin, information form, and source on\npublics’ crisis responses.\nKi, Eyun-Jung, and Elmie Nekmat. "Situational crisis communication and interactivity:\nUsage and effectiveness of Facebook for crisis management by Fortune 500\ncompanies." Computers in Human Behavior 35 (2014): 140-147.\nKohlbacher, F. (2006). The Use of Qualitative Content Analysis in Case Study Research.\n\nForum Qualitative Sozialforschung / Forum: Qualitative Social Research, 7(1).\nRetrieved from http://www.qualitativeresearch.net\nNeuman, L. W. (2002). Social research methods: Qualitative and quantitative approaches.\nLerbinger, O. (1997). The Crisis Manager: Facing Risk and Responsibility. Communication\nResearch Trends, 17, 30-30.\nLerbinger, O. (2011). The crisis manager: facing disasters, conflicts, and failures. Routledge.\nLeparisien, (2014, February 4th). Smartphones : Samsung les plus vendus, Apple les plus\nrecyclés. Retrieved from http://www.leparisien.fr/\nMcDonald, Lynette M., Beverley Sparks, and A. Ian Glendon. "Stakeholder reactions to\ncompany crisis communication and causes." Public Relations Review 36.3 (2010):\n263-271.\nOgrizek, M., & Guillery, J. M. (2000). La communication de crise. Presses universitaires de\nFrance. Press Ranking, (2016, October 30th). Classement media français. Retrieved\nfrom http://www.acpm.fr/\nO’Reilly, Tim. "What is Web 2.0: Design patterns and business models for the next\ngeneration of software. Retrieved December 15, 2006." (2005).\nPapacharissi, Zizi. "The virtual geographies of social networks: a comparative analysis of\nFacebook, LinkedIn and ASmallWorld." New media & society11.1-2 (2009): 199-\n220.\nRegester, M., & Larkin, J. (2008). Risk issues and crisis management in public relations: A\ncasebook of best practice. Kogan Page Publishers.\nRoshan, M., Warren, M., & Carr, R. (2016). Understanding the use of social media by\norganisations for crisis communication. Computers in Human Behavior, 63, 350-361.\nSamsung Official, Samsung histoire. Retrieved from\nhttp://www.samsung.com/fr/aboutsamsung/samsung/history_03.html 25th April\nSamsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-electronicsannounces-\ncause-of-galaxy-note7-incidents-in-press-conference 8th June 2017\nSamsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-announcesnew-\nand-enhanced-quality-assurance-measures-to-improve-product-safety 8th June\n2017\nSocialbakers.com, https://www.socialbakers.com/statistics/facebook/pages/total/unitedstates/\nbrands/ on the 1st April 2017.\nShan, L., Regan, Á., De Brún, A., Barnett, J., van der Sanden, M. C., Wall, P., & McConnon,\nÁ. (2014). Food crisis coverage by social and traditional media: A case study of the\n2008 Irish dioxin crisis. Public Understanding of Science, 23(8), 911-928.\nShen, Jianqiang, Oliver Brdiczka, and Yiye Ruan. "A comparison study of user behavior on\nFacebook and Gmail." Computers in Human Behavior 29.6 (2013): 2650-2655.\nSmith, Andrew N., Eileen Fischer, and Chen Yongjian. "How does brand-related usergenerated\ncontent differ across YouTube, Facebook, and Twitter?." Journal of\nInteractive Marketing 26.2 (2012): 102-113.\nUlusu, Y. D. D. Y. "Determinant factors of time spent on Facebook: brand community\nengagement and usage types." Journal of Yasar University 18.5 (2010): 2949-2957.\nUtz, S., Schultz, F., & Glocka, S. (2013). Crisis communication online: How medium, crisis\ntype and emotions affected public reactions in the Fukushima Daiichi nuclear\ndisaster. Public Relations Review, 39(1), 40-46.\nVan der Meer, T. G., & Verhoeven, J. W. (2014). Emotional crisis communication. Public\nRelations Review, 40(3), 526-536.\nVassilikopoulou, A., Siomkos, G., Chatzipanagiotou, K., & Pantouvakis, A. (2009). Productharm\ncrisis management: Time heals all wounds?. Journal of Retailing and\nConsumer Services, 16(3), 174-180.\nVerhoeven, P., Tench, R., Zerfass, A., Moreno, A., & Verčič, D. (2014). Crisis? What crisis?:\nHow European professionals handle crises and crisis communication. Public\nRelations Review, 40(1), 107-109.\nWeiner, B. (1986). An attributional theory of achievement motivation and emotion. In An\nattributional theory of motivation and emotion (pp. 159-190). Springer US.\nWendling, C., Radisch, J., & Jacobzone, S. (2013). The use of social media in risk and crisis\ncommunication.\nZdnet, A (2016, September 5th). Chiffres clés : les ventes de mobiles et de smartphones.\nRetrieved November 6th, 2016, from http://www.zdnet.fr/actualites/chiffres-cles-les‧\nventes-de-mobiles-et-de-smartphones-39789928.htm\nhttp://www.zdnet.com/article/how-much-power-does-your-smartphone-charger-waste/\nZhu, L., Anagondahalli, D., & Zhang, A. (2017). Social media and culture in crisis\ncommunication: McDonald’s and KFC crises management in China. Public\nRelations Review. 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 dc.contributor.advisor 林怡潔 zh_TW dc.contributor.advisor Lin, Yi-Chieh en_US dc.contributor.author (Authors) 李芳瑜 zh_TW dc.contributor.author (Authors) Prunet, Elodie en_US dc.creator (作者) 李芳瑜 zh_TW dc.creator (作者) Prunet, Elodie en_US dc.date (日期) 2017 en_US dc.date.accessioned 31-Jul-2017 11:15:39 (UTC+8) - dc.date.available 31-Jul-2017 11:15:39 (UTC+8) - dc.date.issued (上傳時間) 31-Jul-2017 11:15:39 (UTC+8) - dc.identifier (Other Identifiers) G0104461012 en_US dc.identifier.uri (URI) https://ah.lib.nccu.edu.tw/item?item_id=128368 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 國際傳播英語碩士學位學程(IMICS) zh_TW dc.description (描述) 104461012 zh_TW dc.description.abstract (摘要) This research adds further knowledge to the crisis communication field by studying\nthe Samsung Galaxy Note 7 issue that occurred in 2016. It focuses on social media and\nspecifically on Facebook. This research uses Situational Crisis Communication Theory\n(SCCT) from Coombs in order to determine which strategies Samsung used to solve the crisis\nin France and in the United-States. The results showed that Samsung used Corrective Action\nand Ingratiation in France and added Full Apology in the United-States. This research also\nanalyses the different comments from Samsung’s customers posted on Facebook: Samsung\nFrance and Samsung Mobile USA. Comments have been classified according to a set of\nemotions that help us understand the customer’s reactions to Samsung strategies. Findings\nshowed that customers mainly experienced anger, outrage, disappointment, anxiety, neutral\nemotion and/or sympathy at different stage of the crisis and according to the country analyzed.\nFinally, this study explains why Samsung used different strategies in France and in the United\nStates through Hofstede’s Cultural Dimensions Theory guidance. Results show that Power\nDistance, Individualism vs Collectivism, and Uncertainty Avoidance can be reasons why\nSamsung adapted their strategies. Marketers should keep in mind that a crisis can strike a\ncompany at any time and that strategies and messages should be fully adapted to countries’\nculture. This study gives extensive explanation of Samsung Galaxy Note 7 crisis and help to\nmarketers to better understand the stakes and strategies for a company’s crisis communication. en_US dc.description.tableofcontents Chapter One – Introduction ………………………………………1\n1.1 Samsung worldwide ……………………………………………………2\n1.2 Samsung in France and in the United States ………………3\n1.3 Samsung values and identity ……………………………………6\n1.4 Samsung Galaxy Note 7 crisis 2016 ……………………7\n1.5 Social media importance ………………………………………………8\nChapter Two – Literature Review………………………………………9\n2.1 Defining a Crisis in Crisis Communication ……………9\n2.2 Crisis Management ………………………………………………………10\n2.3 Major Crisis Communication Theories ………………………11\n2.4 The Role of Facebook in Crisis Communication ………19\n2.5 User-generated Content ……………………………………………20\n2.6 Emotions ………………………………………………………………21\n2.7 Hofstede’s Cultural Dimension Theory ……………23\nChapter Three – Research Methodology …………………………………29\n3.1 Analysis of Samsung’s strategies …………………………29\n3.2 Comments Analysis………………………………31\n3.3 Comparison of France and United States ……………33\nChapter Four – Research Findings ……………………………………34\n 4.1 Samsung in France and in the United States…35\n4.2 Samsung in the United States ……………………………47\n4.3 Cultural Comparison ………………………………………55\nChapter Five – Discussion …………………………………59\n5.1 Discussion ……………………………………………………59\n5.2 Limitations …………………………………………………60\n5.3 Suggestions for Future Research Direction / Recommendations …………61\nChapter Six – Conclusion …………………………………62\nReferences …………………………………………………………………64\nAppendix ……………………………………………………………………69 zh_TW dc.format.extent 2558749 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0104461012 en_US dc.subject (關鍵詞) 危機管理 zh_TW dc.subject (關鍵詞) 危機溝通 zh_TW dc.subject (關鍵詞) 跨文化 zh_TW dc.subject (關鍵詞) 社交媒體 zh_TW dc.subject (關鍵詞) 臉書 zh_TW dc.subject (關鍵詞) 三星 zh_TW dc.subject (關鍵詞) Crisis management en_US dc.subject (關鍵詞) Crisis communication en_US dc.subject (關鍵詞) Cross-cultural en_US dc.subject (關鍵詞) Social media en_US dc.subject (關鍵詞) Facebook en_US dc.subject (關鍵詞) Samsung en_US dc.title (題名) 法國情境下的危機傳播 : 三星GALAXY NOTE7事件案例研究 zh_TW dc.title (題名) Crisis communication in France:a case study of the samsung galaxy Note 7 issue en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) Adkins, G. L. (2010). Organizational networks in disaster response: An examination of the\nUS government network’s efforts in hurricane Katrina. The handbook of crisis\ncommunication, 93-114.\nAnderson, B. D., & Rucke, K. R. (2011, March). Crisis Communication: Differences in\nOnline Media, Blogs and Interactive Comments. In 14 TH INTERNATIONAL\nPUBLIC RELATIONS RESEARCH CONFERENCE (p. 46).\nAnpr, https://goo.gl/uncWEF 8th June 2017.\nAustin, L., & Jin, Y. (2016). SOCIAL MEDIA AND CRISIS\nCOMMUNICATION. Strategic Communication: New Agendas in Communication,\n163.\nBabbie, E. R. (2013). The basics of social research. Cengage Learning.\nBarnes, Nora Ganim, and Eric Mattson. "Social media in the Inc. 500: The first longitudinal\nstudy." Journal of New Communications Research 3.1 (2008): 74-78\nBaxter, P., & Jack, S. (2008). Qualitative case study methodology: Study design and\nimplementation for novice researchers. The qualitative report, 13(4), 544-559.\nBenoit, W. L. (2000). Another visit to the theory of image restoration strategies.\nCommunication Quarterly, 48(1), 40-43.\nBloomberg, Y (2016, September 13). Samsung Blames Small Battery Flaw for Prompting\nNote 7 Recall. Retrieved November 5th 2016, from https://www.bloomberg.com\nBouzon, A. (1999). Communication de crise et maîtrise des risques dans les organisations.\nCommunication et organisation, (16).\nBussinessreview, http://www.businessrevieweurope.eu 8th June 2017\nCnet, H (2016, October 10th). Here’s why Samsung note 7 phones are catching fire.\nRetrieved November 5th 2016, from https://www.cnet.com/news/why-is-samsunggalaxy-\nnote-7- exploding-overheating/ Coombs, W. T., & Holladay, S. J. (1996).\nCommunication and attributions in a crisis: An experimental study of crisis\ncommunication. Journal of Public Relations Research, 8, 279–295.\nCoombs, W. T., & Holladay, S. J. (2001). An extended examination of the crisis situation: A\n\nfusion of the relational management and symbolic approaches. Journal of Public\nEisenhardt, K. M. (1989). Building theories from case study research. Academy of\nmanagement review, 14(4), 532-550.\nRelations Research, 13, 321–340. Coombs, W. T., & Holladay, S. J. (2002). Helping crisis\nmanagers protect reputational assets: Initial tests of the situational crisis\ncommunication theory. Management\nCommunication Quarterly, 16, 165–186. Coombs, W. T., & Holladay, S. J. (2004). Reasoned\naction in crisis communication: An attribution theory-based approach to crisis\nmanagement. In D. P. Millar, & R. L. Heath (Eds.), Responding to crisis: A rhetorical\napproach to crisis communication (pp. 95–115). Mahwah, NJ: Lawrence Erlbaum\nAssociates.\nCoombs, W. T., & Holladay, S. J. (2005). Exploratory study of stakeholder emotions: Affect\nand crisis. In N. M. Ashkanasy, W. J. Zerbe, & C. E. J. Hartel (Eds.), Research on\nemotion in organizations: Volume 1: The effect of affect in organizational settings (pp.\n271–288). New York: Elsevier.\nCoombs, W. T. (2007). Attribution theory as a guide for post-crisis communication research.\nPublic Relations Review, 33(2), 135-139.\nFrance Mobile, (2016, July 25th). Samsung. Retrieved from http://www.francemobiles.com/\nGabay, M. (2001). La nouvelle communication de crise. Ed. Stratégies. Hofstede, G.,\nHofstede, G. J., & Minkov, M. (1991). Cultures and organizations: Software of\nthe mind (Vol. 2). London: McGraw-Hill.\nHofstede, G. (1993). Cultural constraints in management theories. The Academy of\nManagement Executive, 7(1), 81-94. Holladay, Sherry J. "Crisis communication\nstrategies in the media coverage of chemical accidents." Journal of Public Relations\nResearch 21.2 (2009): 208-217.\nJin, Y., Liu, B. F., & Austin, L. L. (2014). Examining the role of social media in effective\ncrisis management: The effects of crisis origin, information form, and source on\npublics’ crisis responses.\nKi, Eyun-Jung, and Elmie Nekmat. "Situational crisis communication and interactivity:\nUsage and effectiveness of Facebook for crisis management by Fortune 500\ncompanies." Computers in Human Behavior 35 (2014): 140-147.\nKohlbacher, F. (2006). The Use of Qualitative Content Analysis in Case Study Research.\n\nForum Qualitative Sozialforschung / Forum: Qualitative Social Research, 7(1).\nRetrieved from http://www.qualitativeresearch.net\nNeuman, L. W. (2002). Social research methods: Qualitative and quantitative approaches.\nLerbinger, O. (1997). The Crisis Manager: Facing Risk and Responsibility. Communication\nResearch Trends, 17, 30-30.\nLerbinger, O. (2011). The crisis manager: facing disasters, conflicts, and failures. Routledge.\nLeparisien, (2014, February 4th). Smartphones : Samsung les plus vendus, Apple les plus\nrecyclés. Retrieved from http://www.leparisien.fr/\nMcDonald, Lynette M., Beverley Sparks, and A. Ian Glendon. "Stakeholder reactions to\ncompany crisis communication and causes." Public Relations Review 36.3 (2010):\n263-271.\nOgrizek, M., & Guillery, J. M. (2000). La communication de crise. Presses universitaires de\nFrance. Press Ranking, (2016, October 30th). Classement media français. Retrieved\nfrom http://www.acpm.fr/\nO’Reilly, Tim. "What is Web 2.0: Design patterns and business models for the next\ngeneration of software. Retrieved December 15, 2006." (2005).\nPapacharissi, Zizi. "The virtual geographies of social networks: a comparative analysis of\nFacebook, LinkedIn and ASmallWorld." New media & society11.1-2 (2009): 199-\n220.\nRegester, M., & Larkin, J. (2008). Risk issues and crisis management in public relations: A\ncasebook of best practice. Kogan Page Publishers.\nRoshan, M., Warren, M., & Carr, R. (2016). Understanding the use of social media by\norganisations for crisis communication. Computers in Human Behavior, 63, 350-361.\nSamsung Official, Samsung histoire. Retrieved from\nhttp://www.samsung.com/fr/aboutsamsung/samsung/history_03.html 25th April\nSamsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-electronicsannounces-\ncause-of-galaxy-note7-incidents-in-press-conference 8th June 2017\nSamsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-announcesnew-\nand-enhanced-quality-assurance-measures-to-improve-product-safety 8th June\n2017\nSocialbakers.com, https://www.socialbakers.com/statistics/facebook/pages/total/unitedstates/\nbrands/ on the 1st April 2017.\nShan, L., Regan, Á., De Brún, A., Barnett, J., van der Sanden, M. C., Wall, P., & McConnon,\nÁ. (2014). Food crisis coverage by social and traditional media: A case study of the\n2008 Irish dioxin crisis. Public Understanding of Science, 23(8), 911-928.\nShen, Jianqiang, Oliver Brdiczka, and Yiye Ruan. "A comparison study of user behavior on\nFacebook and Gmail." Computers in Human Behavior 29.6 (2013): 2650-2655.\nSmith, Andrew N., Eileen Fischer, and Chen Yongjian. "How does brand-related usergenerated\ncontent differ across YouTube, Facebook, and Twitter?." Journal of\nInteractive Marketing 26.2 (2012): 102-113.\nUlusu, Y. D. D. Y. "Determinant factors of time spent on Facebook: brand community\nengagement and usage types." Journal of Yasar University 18.5 (2010): 2949-2957.\nUtz, S., Schultz, F., & Glocka, S. (2013). Crisis communication online: How medium, crisis\ntype and emotions affected public reactions in the Fukushima Daiichi nuclear\ndisaster. Public Relations Review, 39(1), 40-46.\nVan der Meer, T. G., & Verhoeven, J. W. (2014). Emotional crisis communication. Public\nRelations Review, 40(3), 526-536.\nVassilikopoulou, A., Siomkos, G., Chatzipanagiotou, K., & Pantouvakis, A. (2009). Productharm\ncrisis management: Time heals all wounds?. Journal of Retailing and\nConsumer Services, 16(3), 174-180.\nVerhoeven, P., Tench, R., Zerfass, A., Moreno, A., & Verčič, D. (2014). Crisis? What crisis?:\nHow European professionals handle crises and crisis communication. Public\nRelations Review, 40(1), 107-109.\nWeiner, B. (1986). An attributional theory of achievement motivation and emotion. In An\nattributional theory of motivation and emotion (pp. 159-190). Springer US.\nWendling, C., Radisch, J., & Jacobzone, S. (2013). The use of social media in risk and crisis\ncommunication.\nZdnet, A (2016, September 5th). Chiffres clés : les ventes de mobiles et de smartphones.\nRetrieved November 6th, 2016, from http://www.zdnet.fr/actualites/chiffres-cles-les‧\nventes-de-mobiles-et-de-smartphones-39789928.htm\nhttp://www.zdnet.com/article/how-much-power-does-your-smartphone-charger-waste/\nZhu, L., Anagondahalli, D., & Zhang, A. (2017). Social media and culture in crisis\ncommunication: McDonald’s and KFC crises management in China. Public\nRelations Review. zh_TW
