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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
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.
參考文獻 Adkins, G. L. (2010). Organizational networks in disaster response: An examination of the
US government network’s efforts in hurricane Katrina. The handbook of crisis
communication, 93-114.
Anderson, B. D., & Rucke, K. R. (2011, March). Crisis Communication: Differences in
Online Media, Blogs and Interactive Comments. In 14 TH INTERNATIONAL
PUBLIC RELATIONS RESEARCH CONFERENCE (p. 46).
Anpr, https://goo.gl/uncWEF 8th June 2017.
Austin, L., & Jin, Y. (2016). SOCIAL MEDIA AND CRISIS
COMMUNICATION. Strategic Communication: New Agendas in Communication,
163.
Babbie, E. R. (2013). The basics of social research. Cengage Learning.
Barnes, Nora Ganim, and Eric Mattson. "Social media in the Inc. 500: The first longitudinal
study." Journal of New Communications Research 3.1 (2008): 74-78
Baxter, P., & Jack, S. (2008). Qualitative case study methodology: Study design and
implementation for novice researchers. The qualitative report, 13(4), 544-559.
Benoit, W. L. (2000). Another visit to the theory of image restoration strategies.
Communication Quarterly, 48(1), 40-43.
Bloomberg, Y (2016, September 13). Samsung Blames Small Battery Flaw for Prompting
Note 7 Recall. Retrieved November 5th 2016, from https://www.bloomberg.com
Bouzon, A. (1999). Communication de crise et maîtrise des risques dans les organisations.
Communication et organisation, (16).
Bussinessreview, http://www.businessrevieweurope.eu 8th June 2017
Cnet, H (2016, October 10th). Here’s why Samsung note 7 phones are catching fire.
Retrieved November 5th 2016, from https://www.cnet.com/news/why-is-samsunggalaxy-
note-7- exploding-overheating/ Coombs, W. T., & Holladay, S. J. (1996).
Communication and attributions in a crisis: An experimental study of crisis
communication. Journal of Public Relations Research, 8, 279–295.
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
Eisenhardt, K. M. (1989). Building theories from case study research. Academy of
management review, 14(4), 532-550.
Relations Research, 13, 321–340. Coombs, W. T., & Holladay, S. J. (2002). Helping crisis
managers protect reputational assets: Initial tests of the situational crisis
communication theory. Management
Communication Quarterly, 16, 165–186. Coombs, W. T., & Holladay, S. J. (2004). Reasoned
action in crisis communication: An attribution theory-based approach to crisis
management. In D. P. Millar, & R. L. Heath (Eds.), Responding to crisis: A rhetorical
approach to crisis communication (pp. 95–115). Mahwah, NJ: Lawrence Erlbaum
Associates.
Coombs, W. T., & Holladay, S. J. (2005). Exploratory study of stakeholder emotions: Affect
and crisis. In N. M. Ashkanasy, W. J. Zerbe, & C. E. J. Hartel (Eds.), Research on
emotion in organizations: Volume 1: The effect of affect in organizational settings (pp.
271–288). New York: Elsevier.
Coombs, W. T. (2007). Attribution theory as a guide for post-crisis communication research.
Public Relations Review, 33(2), 135-139.
France Mobile, (2016, July 25th). Samsung. Retrieved from http://www.francemobiles.com/
Gabay, M. (2001). La nouvelle communication de crise. Ed. Stratégies. Hofstede, G.,
Hofstede, G. J., & Minkov, M. (1991). Cultures and organizations: Software of
the mind (Vol. 2). London: McGraw-Hill.
Hofstede, G. (1993). Cultural constraints in management theories. The Academy of
Management Executive, 7(1), 81-94. Holladay, Sherry J. "Crisis communication
strategies in the media coverage of chemical accidents." Journal of Public Relations
Research 21.2 (2009): 208-217.
Jin, Y., Liu, B. F., & Austin, L. L. (2014). Examining the role of social media in effective
crisis management: The effects of crisis origin, information form, and source on
publics’ crisis responses.
Ki, Eyun-Jung, and Elmie Nekmat. "Situational crisis communication and interactivity:
Usage and effectiveness of Facebook for crisis management by Fortune 500
companies." Computers in Human Behavior 35 (2014): 140-147.
Kohlbacher, F. (2006). The Use of Qualitative Content Analysis in Case Study Research.

Forum Qualitative Sozialforschung / Forum: Qualitative Social Research, 7(1).
Retrieved from http://www.qualitativeresearch.net
Neuman, L. W. (2002). Social research methods: Qualitative and quantitative approaches.
Lerbinger, O. (1997). The Crisis Manager: Facing Risk and Responsibility. Communication
Research Trends, 17, 30-30.
Lerbinger, O. (2011). The crisis manager: facing disasters, conflicts, and failures. Routledge.
Leparisien, (2014, February 4th). Smartphones : Samsung les plus vendus, Apple les plus
recyclés. Retrieved from http://www.leparisien.fr/
McDonald, Lynette M., Beverley Sparks, and A. Ian Glendon. "Stakeholder reactions to
company crisis communication and causes." Public Relations Review 36.3 (2010):
263-271.
Ogrizek, M., & Guillery, J. M. (2000). La communication de crise. Presses universitaires de
France. Press Ranking, (2016, October 30th). Classement media français. Retrieved
from http://www.acpm.fr/
O’Reilly, Tim. "What is Web 2.0: Design patterns and business models for the next
generation of software. Retrieved December 15, 2006." (2005).
Papacharissi, Zizi. "The virtual geographies of social networks: a comparative analysis of
Facebook, LinkedIn and ASmallWorld." New media & society11.1-2 (2009): 199-
220.
Regester, M., & Larkin, J. (2008). Risk issues and crisis management in public relations: A
casebook of best practice. Kogan Page Publishers.
Roshan, M., Warren, M., & Carr, R. (2016). Understanding the use of social media by
organisations for crisis communication. Computers in Human Behavior, 63, 350-361.
Samsung Official, Samsung histoire. Retrieved from
http://www.samsung.com/fr/aboutsamsung/samsung/history_03.html 25th April
Samsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-electronicsannounces-
cause-of-galaxy-note7-incidents-in-press-conference 8th June 2017
Samsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-announcesnew-
and-enhanced-quality-assurance-measures-to-improve-product-safety 8th June
2017
Socialbakers.com, https://www.socialbakers.com/statistics/facebook/pages/total/unitedstates/
brands/ on the 1st April 2017.
Shan, L., Regan, Á., De Brún, A., Barnett, J., van der Sanden, M. C., Wall, P., & McConnon,
Á. (2014). Food crisis coverage by social and traditional media: A case study of the
2008 Irish dioxin crisis. Public Understanding of Science, 23(8), 911-928.
Shen, Jianqiang, Oliver Brdiczka, and Yiye Ruan. "A comparison study of user behavior on
Facebook and Gmail." Computers in Human Behavior 29.6 (2013): 2650-2655.
Smith, Andrew N., Eileen Fischer, and Chen Yongjian. "How does brand-related usergenerated
content differ across YouTube, Facebook, and Twitter?." Journal of
Interactive Marketing 26.2 (2012): 102-113.
Ulusu, Y. D. D. Y. "Determinant factors of time spent on Facebook: brand community
engagement and usage types." Journal of Yasar University 18.5 (2010): 2949-2957.
Utz, S., Schultz, F., & Glocka, S. (2013). Crisis communication online: How medium, crisis
type and emotions affected public reactions in the Fukushima Daiichi nuclear
disaster. Public Relations Review, 39(1), 40-46.
Van der Meer, T. G., & Verhoeven, J. W. (2014). Emotional crisis communication. Public
Relations Review, 40(3), 526-536.
Vassilikopoulou, A., Siomkos, G., Chatzipanagiotou, K., & Pantouvakis, A. (2009). Productharm
crisis management: Time heals all wounds?. Journal of Retailing and
Consumer Services, 16(3), 174-180.
Verhoeven, P., Tench, R., Zerfass, A., Moreno, A., & Verčič, D. (2014). Crisis? What crisis?:
How European professionals handle crises and crisis communication. Public
Relations Review, 40(1), 107-109.
Weiner, B. (1986). An attributional theory of achievement motivation and emotion. In An
attributional theory of motivation and emotion (pp. 159-190). Springer US.
Wendling, C., Radisch, J., & Jacobzone, S. (2013). The use of social media in risk and crisis
communication.
Zdnet, A (2016, September 5th). Chiffres clés : les ventes de mobiles et de smartphones.
Retrieved November 6th, 2016, from http://www.zdnet.fr/actualites/chiffres-cles-les‧
ventes-de-mobiles-et-de-smartphones-39789928.htm
http://www.zdnet.com/article/how-much-power-does-your-smartphone-charger-waste/
Zhu, L., Anagondahalli, D., & Zhang, A. (2017). Social media and culture in crisis
communication: McDonald’s and KFC crises management in China. Public
Relations 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-Chiehen_US
dc.contributor.author (Authors) 李芳瑜zh_TW
dc.contributor.author (Authors) Prunet, Elodieen_US
dc.creator (作者) 李芳瑜zh_TW
dc.creator (作者) Prunet, Elodieen_US
dc.date (日期) 2017en_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) G0104461012en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/111517-
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) 104461012zh_TW
dc.description.abstract (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.		en_US
dc.description.tableofcontents Chapter One – Introduction ………………………………………1
1.1 Samsung worldwide ……………………………………………………2
1.2 Samsung in France and in the United States ………………3
1.3 Samsung values and identity ……………………………………6
1.4 Samsung Galaxy Note 7 crisis 2016 ……………………7
1.5 Social media importance ………………………………………………8
Chapter Two – Literature Review………………………………………9
2.1 Defining a Crisis in Crisis Communication ……………9
2.2 Crisis Management ………………………………………………………10
2.3 Major Crisis Communication Theories ………………………11
2.4 The Role of Facebook in Crisis Communication ………19
2.5 User-generated Content ……………………………………………20
2.6 Emotions ………………………………………………………………21
2.7 Hofstede’s Cultural Dimension Theory ……………23
Chapter Three – Research Methodology …………………………………29
3.1 Analysis of Samsung’s strategies …………………………29
3.2 Comments Analysis………………………………31
3.3 Comparison of France and United States ……………33
Chapter Four – Research Findings ……………………………………34
4.1 Samsung in France and in the United States…35
4.2 Samsung in the United States ……………………………47
4.3 Cultural Comparison ………………………………………55
Chapter Five – Discussion …………………………………59
5.1 Discussion ……………………………………………………59
5.2 Limitations …………………………………………………60
5.3 Suggestions for Future Research Direction / Recommendations …………61
Chapter Six – Conclusion …………………………………62
References …………………………………………………………………64
Appendix ……………………………………………………………………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/#G0104461012en_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 managementen_US
dc.subject (關鍵詞) Crisis communicationen_US
dc.subject (關鍵詞) Cross-culturalen_US
dc.subject (關鍵詞) Social mediaen_US
dc.subject (關鍵詞) Facebooken_US
dc.subject (關鍵詞) Samsungen_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 issueen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) Adkins, G. L. (2010). Organizational networks in disaster response: An examination of the
US government network’s efforts in hurricane Katrina. The handbook of crisis
communication, 93-114.
Anderson, B. D., & Rucke, K. R. (2011, March). Crisis Communication: Differences in
Online Media, Blogs and Interactive Comments. In 14 TH INTERNATIONAL
PUBLIC RELATIONS RESEARCH CONFERENCE (p. 46).
Anpr, https://goo.gl/uncWEF 8th June 2017.
Austin, L., & Jin, Y. (2016). SOCIAL MEDIA AND CRISIS
COMMUNICATION. Strategic Communication: New Agendas in Communication,
163.
Babbie, E. R. (2013). The basics of social research. Cengage Learning.
Barnes, Nora Ganim, and Eric Mattson. "Social media in the Inc. 500: The first longitudinal
study." Journal of New Communications Research 3.1 (2008): 74-78
Baxter, P., & Jack, S. (2008). Qualitative case study methodology: Study design and
implementation for novice researchers. The qualitative report, 13(4), 544-559.
Benoit, W. L. (2000). Another visit to the theory of image restoration strategies.
Communication Quarterly, 48(1), 40-43.
Bloomberg, Y (2016, September 13). Samsung Blames Small Battery Flaw for Prompting
Note 7 Recall. Retrieved November 5th 2016, from https://www.bloomberg.com
Bouzon, A. (1999). Communication de crise et maîtrise des risques dans les organisations.
Communication et organisation, (16).
Bussinessreview, http://www.businessrevieweurope.eu 8th June 2017
Cnet, H (2016, October 10th). Here’s why Samsung note 7 phones are catching fire.
Retrieved November 5th 2016, from https://www.cnet.com/news/why-is-samsunggalaxy-
note-7- exploding-overheating/ Coombs, W. T., & Holladay, S. J. (1996).
Communication and attributions in a crisis: An experimental study of crisis
communication. Journal of Public Relations Research, 8, 279–295.
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
Eisenhardt, K. M. (1989). Building theories from case study research. Academy of
management review, 14(4), 532-550.
Relations Research, 13, 321–340. Coombs, W. T., & Holladay, S. J. (2002). Helping crisis
managers protect reputational assets: Initial tests of the situational crisis
communication theory. Management
Communication Quarterly, 16, 165–186. Coombs, W. T., & Holladay, S. J. (2004). Reasoned
action in crisis communication: An attribution theory-based approach to crisis
management. In D. P. Millar, & R. L. Heath (Eds.), Responding to crisis: A rhetorical
approach to crisis communication (pp. 95–115). Mahwah, NJ: Lawrence Erlbaum
Associates.
Coombs, W. T., & Holladay, S. J. (2005). Exploratory study of stakeholder emotions: Affect
and crisis. In N. M. Ashkanasy, W. J. Zerbe, & C. E. J. Hartel (Eds.), Research on
emotion in organizations: Volume 1: The effect of affect in organizational settings (pp.
271–288). New York: Elsevier.
Coombs, W. T. (2007). Attribution theory as a guide for post-crisis communication research.
Public Relations Review, 33(2), 135-139.
France Mobile, (2016, July 25th). Samsung. Retrieved from http://www.francemobiles.com/
Gabay, M. (2001). La nouvelle communication de crise. Ed. Stratégies. Hofstede, G.,
Hofstede, G. J., & Minkov, M. (1991). Cultures and organizations: Software of
the mind (Vol. 2). London: McGraw-Hill.
Hofstede, G. (1993). Cultural constraints in management theories. The Academy of
Management Executive, 7(1), 81-94. Holladay, Sherry J. "Crisis communication
strategies in the media coverage of chemical accidents." Journal of Public Relations
Research 21.2 (2009): 208-217.
Jin, Y., Liu, B. F., & Austin, L. L. (2014). Examining the role of social media in effective
crisis management: The effects of crisis origin, information form, and source on
publics’ crisis responses.
Ki, Eyun-Jung, and Elmie Nekmat. "Situational crisis communication and interactivity:
Usage and effectiveness of Facebook for crisis management by Fortune 500
companies." Computers in Human Behavior 35 (2014): 140-147.
Kohlbacher, F. (2006). The Use of Qualitative Content Analysis in Case Study Research.

Forum Qualitative Sozialforschung / Forum: Qualitative Social Research, 7(1).
Retrieved from http://www.qualitativeresearch.net
Neuman, L. W. (2002). Social research methods: Qualitative and quantitative approaches.
Lerbinger, O. (1997). The Crisis Manager: Facing Risk and Responsibility. Communication
Research Trends, 17, 30-30.
Lerbinger, O. (2011). The crisis manager: facing disasters, conflicts, and failures. Routledge.
Leparisien, (2014, February 4th). Smartphones : Samsung les plus vendus, Apple les plus
recyclés. Retrieved from http://www.leparisien.fr/
McDonald, Lynette M., Beverley Sparks, and A. Ian Glendon. "Stakeholder reactions to
company crisis communication and causes." Public Relations Review 36.3 (2010):
263-271.
Ogrizek, M., & Guillery, J. M. (2000). La communication de crise. Presses universitaires de
France. Press Ranking, (2016, October 30th). Classement media français. Retrieved
from http://www.acpm.fr/
O’Reilly, Tim. "What is Web 2.0: Design patterns and business models for the next
generation of software. Retrieved December 15, 2006." (2005).
Papacharissi, Zizi. "The virtual geographies of social networks: a comparative analysis of
Facebook, LinkedIn and ASmallWorld." New media & society11.1-2 (2009): 199-
220.
Regester, M., & Larkin, J. (2008). Risk issues and crisis management in public relations: A
casebook of best practice. Kogan Page Publishers.
Roshan, M., Warren, M., & Carr, R. (2016). Understanding the use of social media by
organisations for crisis communication. Computers in Human Behavior, 63, 350-361.
Samsung Official, Samsung histoire. Retrieved from
http://www.samsung.com/fr/aboutsamsung/samsung/history_03.html 25th April
Samsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-electronicsannounces-
cause-of-galaxy-note7-incidents-in-press-conference 8th June 2017
Samsung Newsroom, Retrieved from https://news.samsung.com/global/samsung-announcesnew-
and-enhanced-quality-assurance-measures-to-improve-product-safety 8th June
2017
Socialbakers.com, https://www.socialbakers.com/statistics/facebook/pages/total/unitedstates/
brands/ on the 1st April 2017.
Shan, L., Regan, Á., De Brún, A., Barnett, J., van der Sanden, M. C., Wall, P., & McConnon,
Á. (2014). Food crisis coverage by social and traditional media: A case study of the
2008 Irish dioxin crisis. Public Understanding of Science, 23(8), 911-928.
Shen, Jianqiang, Oliver Brdiczka, and Yiye Ruan. "A comparison study of user behavior on
Facebook and Gmail." Computers in Human Behavior 29.6 (2013): 2650-2655.
Smith, Andrew N., Eileen Fischer, and Chen Yongjian. "How does brand-related usergenerated
content differ across YouTube, Facebook, and Twitter?." Journal of
Interactive Marketing 26.2 (2012): 102-113.
Ulusu, Y. D. D. Y. "Determinant factors of time spent on Facebook: brand community
engagement and usage types." Journal of Yasar University 18.5 (2010): 2949-2957.
Utz, S., Schultz, F., & Glocka, S. (2013). Crisis communication online: How medium, crisis
type and emotions affected public reactions in the Fukushima Daiichi nuclear
disaster. Public Relations Review, 39(1), 40-46.
Van der Meer, T. G., & Verhoeven, J. W. (2014). Emotional crisis communication. Public
Relations Review, 40(3), 526-536.
Vassilikopoulou, A., Siomkos, G., Chatzipanagiotou, K., & Pantouvakis, A. (2009). Productharm
crisis management: Time heals all wounds?. Journal of Retailing and
Consumer Services, 16(3), 174-180.
Verhoeven, P., Tench, R., Zerfass, A., Moreno, A., & Verčič, D. (2014). Crisis? What crisis?:
How European professionals handle crises and crisis communication. Public
Relations Review, 40(1), 107-109.
Weiner, B. (1986). An attributional theory of achievement motivation and emotion. In An
attributional theory of motivation and emotion (pp. 159-190). Springer US.
Wendling, C., Radisch, J., & Jacobzone, S. (2013). The use of social media in risk and crisis
communication.
Zdnet, A (2016, September 5th). Chiffres clés : les ventes de mobiles et de smartphones.
Retrieved November 6th, 2016, from http://www.zdnet.fr/actualites/chiffres-cles-les‧
ventes-de-mobiles-et-de-smartphones-39789928.htm
http://www.zdnet.com/article/how-much-power-does-your-smartphone-charger-waste/
Zhu, L., Anagondahalli, D., & Zhang, A. (2017). Social media and culture in crisis
communication: McDonald’s and KFC crises management in China. Public
Relations Review.		zh_TW