從企業內部利害關係人的關係(Guanxi)探討內部危機管理-以X公司為例

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姓名

朱特緯(Te-Wei Chu) 查詢紙本館藏

畢業系所

企業管理學系

論文名稱

從企業內部利害關係人的關係(Guanxi)探討內部危機管理-以X公司為例

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摘要(中)

本研究欲探討企業爆發危機事件時，企業的內部利害關係人(員工、主管、同事)之間的關係(Guanxi)對內部危機管理的影響及對員工工作態度的影響，希望針對目前企業內部危機的狀況提出相關的建議，進而改善企業內部危機管理的品質。
本研究以台灣一家傳統製造產業的公司為研究標的，並採用Lincoln & Guba於1985年提出的「自然主義研究法」，以深入訪談的方式了解危機爆發時，員工與主管、員工與同事和員工與公司之間的關係對於員工的影響力。研究結果如下：
1.本研究發現主管的態度對內部危機管理有重大的影響，員工對危機的態度主要受到主管和公司的影響。
2.本研究發現主管和員工彼此對關係的認知不同，因此彼此在工作的態度上會有所差異。
本研究貢獻分成兩部分：
1.本研究探討不同階級的主管在處理危機和對危機的態度，會如何影響員工對危機的態度和工作模式。
2.本研究探討企業內部利害關係人彼此對關係的認知會如何影響彼此在危機時的反應和工作態度。

摘要(英)

This study investigates how the impact on internal crisis management and employees′ attitude through the internal stakeholders′ Guanxi ( employees, supervisors, colleagues ) in crisis, and then proposes some suggestions based on the status to improve the quality of company′s internal crisis management.
One of Taiwan′s traditional manufacturing industries as the subject company for the study. To understand the impact on employees via the internal stakeholders′ Guanxi (employees and supervisors, employees and colleagues, employees and company) in crisis, we adopt Naturalistic Inquiry presented by Lincoln and Guba in 1985 to in-deep interviews
According to the research , we can find the following results :
1.The attitude of supervisors have a significant impact on the internal crisis management, and employees′ attitude to the crisis mainly affected by supervisors and company.
2.Supervisors and employees awareness of the Guanxi with each other is different , and then they would differ from each other about attitude in crisis.
This study contributes to research in two aspects:
1.This study investigates how to affect the attitude and behavior of employees through the different classes supervisors dealing with the crisis and the attitude of the crisis.
2.This study investigates how to affect internal stakeholders′ attitude and response through the stakeholders′ awareness of the Guanxi to each other.

關鍵字(中)

★ 內部危機管理
★ 關係
★ 內部利害關係人
★ 自然主義研究法

關鍵字(英)

★ Internal crisis management
★ Guanxi
★ Internal stakeholders
★ Naturalistic Inquiry

論文目次

摘要 i
Abstract ii
致謝 iii
目錄 iv
圖目錄 vi
表目錄 vii
一、緒論 1
1-1研究背景和目的 1
1-2研究價值與貢獻 3
1-3論文架構 4
二、文獻探討 6
2-1危機管理 6
2-1-1危機定義 6
2-1-2危機管理定義 7
2-2危機管理的階段 8
2-3影響危機管理因素 9
2-4企業內部的危機管理 12
2-5華人社會的關係(Guanxi) 14
2-5-1關係(Guanxi)的意義 14
2-5-2關係的類型 15
2-6關係對員工工作的影響力 17
2-6-1主管與員工之關係 17
2-6-1同事間之關係 20
2-6-3員工與公司的關係 20
三、研究方法 22
3-1研究流程 22
3-2研究方法 24
3-2-1自然主義研究法 24
3-2-2 研究對象 34
四、資料分析 39
4-1員工相關 41
4-1-1員工工作態度 41
4-1-2危機爆發-員工工作態度 42
4-1-3危機爆發-員工處理方式回饋 43
4-2主管相關 43
4-2-1主管特質 43
4-2-2主管的工作態度 44
4-2-3主管的管理方式 44
4-2-4與主管的關係 45
4-2-5異常徵兆 46
4-2-6危機爆發-主管影響力 47
4-2-7危機爆發-高階主管態度 47
4-2-8危機爆發-中階主管態度 48
4-2-9危機爆發-工作分配 50
4-2-10危機爆發-與主管的關係 51
4-2-11危機處理方向錯誤 51
4-2-12危機爆發-內部說明 52
4-3同事相關 54
4-3-1與同事關係 54
4-3-2工作單位氣氛 55
4-3-3危機爆發-同事影響力 55
4-3-4危機爆發-與同事的關係 56
4-3-4危機爆發-單位氣氛 56
4-3-4與同事討論危機事件 56
4-4公司相關 58
4-4-1公司經營模式 58
4-4-2與公司的關係 58
4-4-3危機爆發-公司作法 59
4-4-4危機爆發-公司影響力 59
4-4-5制定規範 60
4-5外界民眾相關 61
4-5-1外界民眾影響力 61
4-5-2對外界民眾回應方式 61
4-6危機管理建議 62
五、結論與建議 64
5-1內部利害關係人對內部危機管理的影響 64
5-2企業爆發危機，內部利害關係人彼此的關係對員工工作態度的影響 67
5-3管理的建議 69
5-4研究限制 70
5-5後續研究建議 71
參考文獻 72
附錄一訪談同意書 76
附錄二訪談題綱 77

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指導教授

李憶萱(Yi-Hsuan Lee)

審核日期

2016-7-6

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