| 摘要(英) |
In 1984, Taiwan non-alcoholic beverage industries broke out crisis of root beer containing carcinogen safrole. It is 1st crisis for Taiwan non-alcoholic beverage industries. At that time, there are seven drinks companies involved to produce questioned root beer. Plasticizer crisis in May 2011 was exploded again to bump this industry. It is caused significant sale declinations of food, juice and sports drinks. Recalling crisis events in the history of the world, every enterprise subject to face the ordeal and challenges of unexpected crisis, crisis management has become one of the important topics.
This theorem proposes to understand the successful case of crisis management in Taiwan non-alcoholic beverage industry. According to Hey Song’s root beer containing safrole case, to analyze their crisis management processes. Johnson & Johnson’s Tylenol tampering crisis, the most representatively successful crisis management case is cited as investigation reference. Due to Johnson & Johnson crisis management procedures are identified as crisis management theory by academic circles, this theorem refers to this theory investigating the result of Hey Song crisis management.
Moreover, comparing with failure cases, we could find out no matter enterprise size, product categories and countries, all kinds of units have chance to meet different crisis events. However, some ones turn the miscue into an opportunity, the others led to expansion of the crisis and non-recoverable damage of enterprise reputation because wrong managers’ strategy and lack of immediately and properly crisis management. Finally, learnt from the classical cases to find out the key to overcome crisis and provide Taiwan enterprise strategy reference of crisis happened.
|
| 參考文獻 |
ㄧ、中文文獻
[1]朱延智（2003），「企業危機管理」，台北市，五南。
[2]岡崎哲二（2002），「經濟史上的教訓」，新華出版社。
[3]邱毅（2000），「評析雪印乳業的危機處理」，經濟前瞻，第71期，頁110-113。
[4]陳耕厚（2011），非酒精飲料製造業基本資料，台經院產經資料庫。
[5]游映嫻（2006），「黑松企業文化之研究」，國立中央大學歷史研究所碩士論文。
[6]詹中原（2004），「危機管理：理論架構」，台北市，聯經出版社。
[7]謝琦婷（2006），「企業危機處理策略之研究」，國立中山大學傳播管理研究所碩士在職專班碩士論文。
[8]檢驗委員會（1984），「沙士‧可樂」，消費者報導，第四十期，頁18-25。
[9]檢驗委員會（1985），「沙士飲料中的黃樟素」，消費者報導，第四十九期，頁16-17。
[10]Donald R. Keough （2009），「最珍貴的教訓─可樂教父的成敗十誡 (齊立文譯) 」，台北市，先覺出版社。
[11]Finkelstein, Sydney（2004），「從輝煌到湮滅：聰明執行長為何瞬間垮台? (閻蕙群譯) 」，台北市，商智文化出版。(原著出版於2003)
二、英文文獻
[1]Augustine, Norman R. (1995), Managing the Crisis You Tried to Prevent, Harvard Business Review, Nov./Dec. 1995, pp. 147-158.
[2]Birch, John (1994), New factors in crisis planning and response. Public Relation Quarterly, 39, pp. 31-34.
[3]Coombs, W. T. (1995), Choosing the right words: The development of guidelines for the selection of the “appropriate” crisis-response strategies, Management Communication Quarterly, 8(4), pp. 447-476.
[4]Fink, Steven (1986), Crisis Management: Planning for the Invisible, New York: American Management Association.
[5]Finkelstein, Sydney (2003), Why Smart Executive Fail, Portfolio, New York, NY.
[6]Fishman, D. A (1999), Crisis Communication: Theory Blended and Extended, NO.4 Fall 1999, pp. 347-348.
[7]Greyser, Stephen A. (2009), Corporate Brand Reputation and Brand Crisis Management, Management Decision, 47(4), pp. 590-602.
[8]Henslowe, Philip (1999), "Public Relations: A Practical Guide to the basics", London: The Institute of Public Relations, pp. 76-78.
[9]Ide, Bill, and Wade, Terry (2011), “9 Steps to crisis preparedness”, Risk Management, 58(3), pp.40-43.
[10]Johnson, Victoria, and Peppas, Spero C. (2003), Crisis Management in Belgium: The Case of Coca-Cola, Corporate Communications: An International Journal, 8(1), pp. 18-22.
[11]Lerbinger, O. (1997), The crisis manager: Facing risk and responsibility, Mahwah, NJ: Lawrence Erlbaum Associates.
[12]Marcus, A. A., and Goodman, R. S. (1991), Victims and shareholders: the dilemmas of presenting corporate policy during a crisis, Academy of Management Journal, 34(2), pp. 281-305.
[13]McCarthy, E. Jerome (1960), Basic Marketing: A Managerial Approach, Homewood, IL: Richard D. Irwin, Inc.
[14]Mitchell, Mark L. (1989), The Impact of External Parties on Brand-Name Capital: The 1982 Tylenol Poisonings and Subsequent Cases, Economic Inquiry, 27(4), pp. 601-618.
[15]Mitroff, I. I., and Pearson, C. M. (1993), Crisis management: A diagnostic guide for improving your organization’s crisis-preparedness, San Francisco, Calif.: Jossey-Bass Publishers.
[16]Murray, Eileen, and Shohen, Saundra (1992), Lessons from the Tylenol Tragedy on Surviving a Corporate Crisis, Medical Marketing and Media, 27(2), pp. 14-19.
[17]Stocker, K. P. (1997), A strategic approach to crisis management. In Caywood, C. L. (Ed.), The handbook of strategic public relations & integrated communications, New York: McGraw-Hill, pp. 189-206.
[18]Wakefield, Robert I. (2000), World-class public relations: A model for effective public relations in the multinational, Journal of Communication Management, 5(1), pp. 59-71.
三、網站文獻
[1]台經院產經資料庫 http://tie.tier.org.tw/
[2]台灣區飲料工業同業公會 http://www.bia.org.tw/
[3]行政院研究發展考核委員會 http://www.rdec.gov.tw/
[4]國家圖書館數位影音服務系 http://192.192.58.117/default.aspx
[5]黑松公司官方網站 http://www.heysong.com.tw/
[6]公開資訊觀測站 http://mops.twse.com.tw/
[7]中央氣象局全球資訊網 http://www.cwb.gov.tw/
[8]大紀元新聞網 http://www.epochtimes.com
|
[Endnote RIS 格式]
[相關文章]
[文章引用]
[完整記錄]
[館藏目錄]
至系統瀏覽論文 ( 永不開放)
plurk
funp
live
udn
HD
myshare
netvibes
friend
youpush
delicious
baidu
Google bookmarks
del.icio.us
hemidemi
facebook
twitter
google
reddit