篇名 | 恐懼與生氣情緒在危機溝通中的角色 |
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卷期 | 25 |
並列篇名 | The Role of Fear and Anger in Crisis Communication |
作者 | 姚惠忠 |
頁次 | 193-222 |
關鍵字 | 生氣 、 危機溝通 、 固定連續樣本研究 、 恐懼 、 塑化劑 、 anger 、 crisis communication 、 panel study 、 fear 、 plasticizer 、 TSSCI |
出刊日期 | 201406 |
DOI | 10.6195/cjcr.2014.25.07 |
本研究以塑化劑事件為例,運用固定連續樣本研究法(panel study)蒐集資料,探討恐懼與生氣情緒在危機溝通中的成因與作用。 主要研究發現包括:(1) 危機事件對組織的影響可能持續約半年時間; (2) 生氣會在危機責任與組織聲譽之間扮演完全中介角色;(3) 恐懼在 塑化劑事件中應屬結果型情緒;(4) 恐懼對購買意圖的影響,遠大於生 氣情緒;生氣對組織聲譽的影響則大於恐懼情緒。(5) 建構包含恐懼與 生氣情緒的SCCT 再修正模型。
To investigate the antecedents and consequences of two types of emotion (fear and anger) in crisis communication from a longitudinal perspective, this study used a panel study to monitor respondents’ emotions, perceptions, and behavioral intentions during a plasticizer crisis. The findings are listed as follows. (1) The impacts of a plasticizer crisis on an organization can persist as long as 6 months. (2) Anger fully mediates crisis responsibility and organizational reputation. (3) Fear is identified as an outcome-dependent emotion in times of crisis. (4) Fear exerts a stronger effect on purchasing intentions than anger does. Conversely, anger exerts a stronger effect on reputation than does fear. (5) The SCCT model containing the emotions of fear and anger is refined.