零售商店危機管理之研究

Research of Crisis Management of Retail Shop

吳昭彥(C. Y. Wu) ； 黃成忠(C. C. Huang) ； 王麗玲(L. L. Wang)

《危機管理學刊》 2卷2期 (2005/09) Pp. 39-50

https://doi.org/10.6459/JCM.200509_2(2).0005

摘要

零售商店是直接面對消費者，提供消費者日常生活所需用品的商店，以往多為家庭式雜貨店的經營型態。近年來，連鎖便利商店的崛起，逐漸取代雜貨店，其經營型態為具有眾多營業據點、多元化服務及24小時營業，不僅提供給消費者時間、距離及服務上的便利，更不斷的推陳出新，來滿足消費者多樣化的需求，成為國人日常生活中不可或缺的一環。雖然連鎖便利商店數量持續成長，但其經營管理所面臨的各項問題也就愈多，同樣的其所遭遇到危機事件亦相對增加，如搶劫事件不斷增加及便當、熟食等商品化驗不合格事件，都讓業者蒙受損失；因此，如何做好危機預防及處理，並將危機化為轉機，這對於連鎖便利商店而言，應該正視且納為重要管理議題之一。故本研究蒐集便利商店所可能遭遇到的危機問題，分析出潛在危險因子，進而提出因應及預防危機發生之道，提供便利商店危機管理之參考。

關鍵字

便利商店 ； 危機管理

並列摘要

Retail shop is the kind of shop that faces customers directly and offers their daily living needs. Retail shops used to be family-type management grocery stores in the past. In recent years, the emergence of chained convenient stores gradually takes place of grocery stores. Chained convenient stores with the strategy of numerously foothold, multiplex services, and 24-hour business hours not merely offer customers with time, distance, and service convenience, but also offer constantly improvements to meet customer's diversely demands. Chained convenient stores have become an indispensable part in most people's daily life. With the continuous growing in number, chained convenient stores facing more problems with operate and management, and more crises incidents. Such as increasing robbery, cooked food and meal box failed to pass inspection make convenient stores lose money. Therefore, how to prevent and manage crises and turn it into chance worth chained convenient stores' attention and should become an important management topic for discussion. This research collects the potential crisis that chained convenient stores may encounter and analyze potential danger factor, in order to provide ways to prevent and deal with crises, for chained convenient stores reference to manage crises.

並列關鍵字

convenient store ； crisis management

參考文獻

104創業加盟網網站

全家便利商店網站

台灣連鎖暨加盟協會網站

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