企業危機管理模式之研究 —以零售業及航空公司個案為例—

A study of the Crisis Management Model – case studies of Retail and Airline Business

呂麗萍(Li-Ping Lu)

指導教授 ： 王如鈺

中原大學/商學院/企業管理研究所/碩士(2008年)

https://doi.org/10.6840/cycu200800063

摘要

日常生活中服務業影響大眾生活最多，零售業與生活型態更是息息相關，其中以隨處可見高便利性的便利商店影響最大；隨著資訊的公開及經濟成長，航空業移動迅速又方便的特質使得全世界各地的人都能夠聚在一起，世界經濟的流動也因為航空業的興起而更加活絡。

而這樣龐大又與大眾日常生活息息相關的產業在每天正常營運外，「危機」是不可忽視的重要議題。本研究欲透過台灣目前實際企業危機處理個案的探討，深入了解危機發生時，企業的危機管理模式。

　　本研究將零售業及航空業依企業危機類型：危機的起源(企業內部或外部)、發生頻率、影響程度、可預防性；企業危機管理模式：危機的預測、危機的準備及預防、
損害的控制及處理、從事復原工作，而干擾因素為：產業、公司歷史及規模等構面，
進行變項間關係的探討。

　　本研究經實證訪談後之發現與建議如下：
一、企業危機的類型，起源不論是內部或外部，只要發生過便有記錄可循、可預防。
二、企業危機發生頻率愈高，影響程度愈小。
三、企業危機是企業成長發展的必經歷程，在每個環節都有發生的可能，是學習及成長的機會。
四、預防危機的第一步是組織內部的運作紮實與熟練操作。
五、危機操作及應變手冊應該放在第一線，執行階層人員需人人必知、時常演練。
六、企業員工都必須遵守規定，並依標準作業程序確實執行業務。

關鍵詞：危機管理，零售業，航空業，預防

關鍵字

航空業 ； 預防 ； 危機管理 ； 零售業

並列摘要

Service trade affect people’s way of life most in everyday life.Retail businesses is heavily related to people’s life style, in which the effect of convenience store is the greatest due to it’s high conveniency.With the disclosure of information and development in economy, aviation industry occupy, move fast and convenient characteristic that make from all parts of the world people are able to get together, the flow of the international economy activates further because of its rise too.

Those industries hugely linked with our daily life, besides the normal every day running, the ' the crisis ' handling is the important topic that can't be ignored. This research wants discuss how an real enterprise at present Taiwan handles it’s crisis, and to understand it in depth about when the crisis takes place, and to research it’s crisis management style.

This research is about the enterprise crisis of retail business and aviation industry.
This research divide it in few ways.

The type of the enterprise crisis : The origin of the crisis (or outside inside enterprises), frequency of the crisis, influence degree, possibilities of prevention .
Enterprise's crisis management style: How crisis is Predicted, preparation and prevention of the crisis, crisis control and treatment, engaging in restoring the work that crisis has, and the intermediary variables are: The history and scale of the Industry, or company, and the construction of the company. This research is going to discuss the relations of those variables.

The discovery and suggestion of this research after the interview:
1、 The type of the crisis of an enterprise, whether the origin is from the inside is or external;
as long as we can follow the record after the crisis happened, we can prevent it.
2、 The higher frequency the crisis happens, the smaller influence degree is.
3、 The crisis of an enterprise is unavoidable in the growing process of an enterprise; crisis is possible in each link, however it is the chance for an enterprise to re-examine and to grown up.
4、 The first step to prevent the crisis is to organize internal operation and to inbetter operating skill.
5、 The crisis operation book and the emergency manual should be placed at the forefront, everybody needs to know it, and an drill should carry out from time to time by stratum personnel.
6、 An undertaking personnel must all abide by the regulations, and certainty proceed in accordance with the standard operation procedure.

Keyword: Crisis management, retail business, aviation industry, preventing

並列關鍵字

preventing ； retail business ； aviation industry ； Crisis management

參考文獻

　６、行政院消費者保護委員會http://www.cpc.gov.tw

　９、衛生署疾病管制局網站，http://www.cdc.gov.tw

　３、中華經濟研究院http://www.cier.edu.tw

１１、蔡東益，2003。企業危機管理機制建立之研究，國立成功大學工業管理研究所碩士學位論文。

１８、鄧家駒(2002)。風險管理，台北。華泰書局。