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E10115
3
019
怒氣與眼淚:危機主體情緒性反應之溝通效果研究
Using Emotions as Weapons: Organization's Crisis Responses with Emotions and Their Communication Effects
1.姚惠忠
1.Hui-chung Yao
1.大葉大學人力資源暨公共關係學系
1.Human Resources Public Relations , Dayeh University
001,002,003,004
1.大葉大學人力資源暨公共關係學系
1.Human Resources Public Relations , Dayeh University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2012-08-01
A.14 計畫執行期間(訖):2013-10-31
2013-02-012013-04-30
A.16 收到日期:2013-11-26
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台灣地區20歲以上民眾

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820

820
096
01
C.2 聯絡日期:2013-11-26
2
1.大葉大學人力資源暨公共關係學系
1.Human Resources Public Relations , Dayeh University
1
C.7 資料公開日期:2015-11-01
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008
5
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001
1,2
1.危機溝通
2.情緒的策略性使用
3.淚訴
4.怒斥
5.危機回應形式
1.Crisis Communication
2.Strategic Communication Of Emotions
3.Tearful Response
4.Angry Response
5.Forms Of Crisis Response
危機溝通研究,越來越重視情緒對溝通效果的探討,但僅限於危機事件所引發的公眾情緒。危機主體進行危機溝通時,所表現的情緒對公眾知覺之影響的研究卻付之闕如。本研究將焦點從公眾情緒轉移至組織情緒的策略性使用,以實驗法探討在不同危機類型下,危機主體生氣、或淚訴的危機回應形式,與不帶情緒的危機回應形式,其所導致的溝通效果,是否有所差異?研究結果發現:越順應型的策略搭配淚訴的回應形式,其溝通效果越佳,但以淚訴形式搭配否認策略,則完全沒有效果。重建與否認策略不宜採取生氣的回應形式,因為這樣的搭配將加劇公眾的怒氣。

Crisis communication studies have witnessed increasing interest on emotions, with most focusing on public's emotions triggered by crises. However, little attention has been paid on organizations' crisis responses with emotions. The current study focuses on organizations' crisis responses with certain emotions and their effects on crisis communication. It used experiments to investigate the communication effects of various emotional responses in different situations. The findings are that tearful accommodation response has the most effects, and tearful denial response has the least effects. In addition, anger is an inappropriate emotion to rebuild and denial strategies because such responses aggravate public's anger.

D.16 完成檢誤日期:2014-03-25
D.17 預定釋出日期:2015-11-01
D.18 初次釋出日期:2015-11-02
D.19_1 最新版釋出日期:2015-11-02
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10.6141/TW-SRDA-E10115-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E10115
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