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題名 整合性危機管理模式之建構--以高科技產業為例
作者 鄭健智
貢獻者 黃懿慧
鄭健智
關鍵詞 危機管理
危機
危機管理模式
日期 2002
上傳時間 18-Sep-2009 13:21:57 (UTC+8)
摘要 本研究旨在瞭解高科技產業危機管理的成功之道，透過三個成功個案的分析，本研究希望瞭解在危機發生時，組織該如何進行危機的應變與溝通，或是該著重於哪些關鍵性的行動上，並釐清變項間的關聯性，以及背後重要的影響因素為何，最後並藉由不同危機類型個案的探討，建構一個跨危機情境的高科技產業之危機管理模式，作為組織進行危機管理時的參考依據。
本研究分別從環境因素、組織特性與組織對外關係等三大研究變項，探討其對組織危機處理策略以及處理成效的影響，在危機處理策略方面，本研究從危機管理機制、危機溝通原則與危機策略聯盟等三部份，探討組織處理危機時的策略，以及該採取的行動，瞭解其如何導致較佳的危機處理成果，本研究也試圖整理出一套危機處理成效的評估方式，最後，透過跨個案的分析，本研究釐清各變項間的因果關聯性，並建構一套整合性之危機管理架構。
研究發現，完整的危機管理機制有助於危機處理的成效，在危機溝通方面，本研究發現有三項危機溝通原則是受訪者所強調或是個案組織所採行的，另外，當危機發生時，組織也應盡力尋求其他組織或團體的協助，發展危機策略聯盟，以協助組織的危機處理或危機溝通。
對於影響組織危機處理策略的因素，在環境因素方面，研究發現環境因素並不是組織進行危機管理的考量因素之一，但環境因素確實會增加組織危機處理時的困難度，並且擴大組織危機處理的成效，本研究也綜整出三個高科技產業面對的環境壓力：法規的限制與不足、媒體採訪的趨力與網際網路的特性等；在組織特性方面，本研究主要針對組織規模、企業文化、主管的危機意識、公關自主權與危機處理經驗等變項進行探討，研究發現，企業文化、主管的態度與對危機管理的支持，以及公關自治權等是對危機處理較具有影響的因素；在組織對外關係方面，組織聲譽有助於組織危機溝通的可信度，而與利益關係人的互動關係則可促成危機策略聯盟的形成。
對於危機處理的成效，本研究認為組織可以從兩構面四象限進行危機處理的成效評估，以進行較全面性的危機處理成效評估，此兩構面分別為「主觀或客觀資料」，以及「組織觀點或利益關係人觀點」。
最後，透過個案內的分析與跨個案分析，本研究提出一套高科技產業的危機管理模式，希望可作為高科技產業進行危機管理時的參考。
參考文獻 一、中文參考書目
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柯美如（1992）。《企業高階主管危機意識之研究》。國立成功大學工業管理研究所碩士論文。
徐漢章譯（1999）。《企業危機管理：組織邁向安全經營的法則》，台北：高寶國際。（原書 瀧澤正雄 [1996]. 企業危機管理）
黃煌雄、趙榮耀、尹士豪（2002）。《產業政策與永續發展總體檢調查報告》。台北：監察院。
張善智、謝馥蔓譯（2000）《組織行為》，台北：學富文化。（原書 Greenberg, J. [1999]. Managing behavior in organizations: science in service to practice (2nd ed.). Upper Saddle River, N.J. : Prentice Hall.）
彭朱如（1998）。《醫療產業中跨組織合作關係類型與管理機制之研究》。國立政治大學企業管理研究所博士論文。
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描述 碩士
國立政治大學
企業管理研究所
89355058
91
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0089355058
資料類型 thesis
dc.contributor.advisor 黃懿慧zh_TW
dc.contributor.author (Authors) 鄭健智zh_TW
dc.creator (作者) 鄭健智zh_TW
dc.date (日期) 2002en_US
dc.date.accessioned 18-Sep-2009 13:21:57 (UTC+8)-
dc.date.available 18-Sep-2009 13:21:57 (UTC+8)-
dc.date.issued (上傳時間) 18-Sep-2009 13:21:57 (UTC+8)-
dc.identifier (Other Identifiers) G0089355058en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/34935-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所zh_TW
dc.description (描述) 89355058zh_TW
dc.description (描述) 91zh_TW
dc.description.abstract (摘要) 本研究旨在瞭解高科技產業危機管理的成功之道，透過三個成功個案的分析，本研究希望瞭解在危機發生時，組織該如何進行危機的應變與溝通，或是該著重於哪些關鍵性的行動上，並釐清變項間的關聯性，以及背後重要的影響因素為何，最後並藉由不同危機類型個案的探討，建構一個跨危機情境的高科技產業之危機管理模式，作為組織進行危機管理時的參考依據。
本研究分別從環境因素、組織特性與組織對外關係等三大研究變項，探討其對組織危機處理策略以及處理成效的影響，在危機處理策略方面，本研究從危機管理機制、危機溝通原則與危機策略聯盟等三部份，探討組織處理危機時的策略，以及該採取的行動，瞭解其如何導致較佳的危機處理成果，本研究也試圖整理出一套危機處理成效的評估方式，最後，透過跨個案的分析，本研究釐清各變項間的因果關聯性，並建構一套整合性之危機管理架構。
研究發現，完整的危機管理機制有助於危機處理的成效，在危機溝通方面，本研究發現有三項危機溝通原則是受訪者所強調或是個案組織所採行的，另外，當危機發生時，組織也應盡力尋求其他組織或團體的協助，發展危機策略聯盟，以協助組織的危機處理或危機溝通。
對於影響組織危機處理策略的因素，在環境因素方面，研究發現環境因素並不是組織進行危機管理的考量因素之一，但環境因素確實會增加組織危機處理時的困難度，並且擴大組織危機處理的成效，本研究也綜整出三個高科技產業面對的環境壓力：法規的限制與不足、媒體採訪的趨力與網際網路的特性等；在組織特性方面，本研究主要針對組織規模、企業文化、主管的危機意識、公關自主權與危機處理經驗等變項進行探討，研究發現，企業文化、主管的態度與對危機管理的支持，以及公關自治權等是對危機處理較具有影響的因素；在組織對外關係方面，組織聲譽有助於組織危機溝通的可信度，而與利益關係人的互動關係則可促成危機策略聯盟的形成。
對於危機處理的成效，本研究認為組織可以從兩構面四象限進行危機處理的成效評估，以進行較全面性的危機處理成效評估，此兩構面分別為「主觀或客觀資料」，以及「組織觀點或利益關係人觀點」。
最後，透過個案內的分析與跨個案分析，本研究提出一套高科技產業的危機管理模式，希望可作為高科技產業進行危機管理時的參考。		zh_TW
dc.description.tableofcontents 第壹章 諸論………………………………………………………………1
第一節 研究背景與動機…………………………………………………1
第二節 研究重要性………………………………………………………3
第三節 研究目的與觀念架構……………………………………………10
第貳章 文獻探討…………………………………………………………12
第一節 危機的概念……………………………………………………13
一、 危機的定義……………………………………………………13
二、 危機管理的定義………………………………………………16
三、 危機類型……………………………………………………….18
四、 危機階段……………………………………………………….25
五、 危機管理的階段………………………………………………27
六、 危機系統……………………………………………………….33
七、 危機的利益關係人……………………………………………33
第二節 危機處理策略…………………………………………………36
一、 危機管理機制…………………………………………………36
二、 危機溝通原則…………………………………………………47
三、 危機策略聯盟…………………………………………………51
第三節 危機管理之影響因素…………………………………………54
一、 環境因素……………………………………………………….54
二、 組織特性……………………………………………………….56
三、 組織對外關係…………………………………………………66
第四節 危機處理之績效評估…………………………………………71
一、 評估的活動…………………………………………………72
二、 從誰的觀點進行評估…………………………………………74
三、 評估的層級…………………………………………………75
四、 注重長期或短期………………………………………………75
五、 資料類型……………………………………………………….76
六、 評估的參考體………………………………………………77
第五節 研究架構與研究問題…………………………………………78
一、 研究架構……………………………………………………….78
二、 研究問題……………………………………………………….80
第參章 研究方法…………………………………………………………83
第一節 研究設計………………………………………………………83
第二節 個案選擇與資料蒐集…………………………………………86
第三節 資料分析方法…………………………………………………92
第肆章 研究發現與分析…………………………………………………96
第一節 個案簡介………………………………………………………96
一、 A公司－921地震之應變處理………………………………96
二、 G公司－帳號密碼的竊取盜用案件…………………………97
三、 E公司－光碟仿冒案件………………………………………98
第二節 研究發現………………………………………………………99
第三節 變項之關聯性分析……………………………………………141
一、 個別個案分析………………………………………………141
二、 跨個案分析…………………………………………………163
第伍章 結論與建議……………………………………………………173
第一節 研究發現與命題發展…………………………………………173
第二節 研究限制與建議………………………………………………184
第陸章 參考文獻………………………………………………………189
第柒章 附錄……………………………………………………………201

圖 目 次
頁次
圖1.1 國內歷年有關「危機管理」、「危機處理」、「危機溝通」等研究
主題之研究方法統計圖………………………………………………7
圖1.2 本研究觀念架構…………………………………………………11
圖2.1 文獻探討之流程…………………………………………………12
圖2.2 文獻探討流程一…………………………………………………13
圖2.3 Burnett之危機分類架構…………………………………………20
圖2.4 Coombs之危機分類圖…..………………………………………21
圖2.5 Mitroff and Shrivastava之危機分類……………………………22
圖2.6 危機動態分析……………………………………………………23
圖2.7 危機生命週期……………………………………………………26
圖2.8 危機管理五階段模式……………………………………………29
圖2.9 危機之利益關係人……………………………………………34
圖2.10 文獻探討流程二………………………………………………36
圖2.11 危機管理環境模式……………………………………………38
圖2.12 文獻探討流程三………………………………………………54
圖2.13 危機知覺模式…………………………………………………61
圖2.14 危機管理程序模式……………………………………………62
圖2.15 文獻探討流程四………………………………………………71
圖2.16 文獻探討流程五………………………………………………78
圖2.17 本研究之研究架構……………………………………………79
圖3.1 研究流程………………………………………………………85
圖3.2 資料分析階段二之流程………………………………………94
圖4.1 危機成效評估指標……………………………………………140
圖4.2 A公司之危機管理模式………………………………………147
圖4.3 E公司之危機管理模式………………………………………154
圖4.4 G公司之危機管理模式………………………………………162
圖4.5 高科技產業之整合性危機管理模式…………………………171
圖4.6 簡化之整合性危機管理模式…………………………………172

表 目 次
頁次
表1.1 國內歷年有關「危機管理」、「危機處理」、「危機溝通」等研究主
題之碩、博論文一覽表…………………………………………4
表2.1 Booth之危機分類表………………………………………...19
表2.2 Lerbinger之危機分類表……………………………………24
表2.3 危機管理小組所需之任務、知識、技能與特質表…………45
表2.4 發言人的任務、知識與技能表……………………………50
表3.1 個案背景……………………………………………………89
表3.2 個案之情境比較……………………………………………89
表3.3 受訪者基本資料……………………………………………91		zh_TW
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dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0089355058en_US
dc.subject (關鍵詞) 危機管理zh_TW
dc.subject (關鍵詞) 危機zh_TW
dc.subject (關鍵詞) 危機管理模式zh_TW
dc.title (題名) 整合性危機管理模式之建構--以高科技產業為例zh_TW
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 一、中文參考書目zh_TW
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dc.relation.reference (參考文獻) 丁虹、司徒達賢、吳靜吉（1988年7月）。〈企業文化與組織承諾之關係研究〉，《管理評論》，173-198。zh_TW
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dc.relation.reference (參考文獻) 賀權修（2001年12月）。〈媒體企業危機處理〉，《公關雜誌》，47：13-15。zh_TW
dc.relation.reference (參考文獻) 鈕先鍾（1986）。〈危機與危機管理－理論與實踐－〉，《中華戰略學刊》，春季版：90-110。zh_TW
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