An Examination of the Effectiveness of Crisis Response Strategies for Repairing Competence and Integrity Violations

송연이,이한준,박종철 한국마케팅학회 2013 ASIA MARKETING JOURNAL Vol.15 No.1

Product-harm crises, which are connected to defective or dangerous products, are perceived as the most common threats to a company. Product harm crises can distort long standing favorable equality perceptions, tarnish a company's reputation, cause major revenue and market-share losses, lead to costly product recalls, and devastate a carefully nurtured brand equity. However, in spite of the devastating impact of product-harm crises, little systematic research exists to asses its marketing consequences. So, the purpose of this study is to investigate how Koreans react to the crisis response in the aftermath of different crises(competence violation vs. integrity violation) and inspire additional research in crisis communication. This study has three main findings which run counter to the assumptions of Kim et al.(2007). Namely, the current study expands on the research of Kim et al. (2004, 2007) by examining how companies repair customers’ trust and corporate attitude after crises. Different from previous studies, this study assumes that apology for an integrity-based crisis is the most appropriate way to repair consumer trust and corporate attitude. As for competence- based crisis, similarly, apology for competence-based crisis can be more successful repairing consumer trust and corporate attitude. Concerning silence strategy, remaining silent dose not admit or deny guilt right away, but instead of asking the perceiver to withhold judgment, suggesting that, silence could be expected to be superior to apology but inferior to denial. Finally, apology for competence violation will be expected to bemore effective than apology for integrity violation. Research conceptual model was as follows:According to the results, apology is found to be the most effective strategy to repair corporate attitude no matter the crisis is perceived as a violation of competence or integrity. Second, company may consider keeping silent as a desirable response because they does not admit nor deny responsibility but ask the public to withhold judgment. However, the result of this study shows that, in the overall crisis situations, silence strategy did not differ significantly from the denial strategy, which suggested that the public wants explanation instead of uncertainty. Third, there was the interaction effect between crisis type and crisis response strategies. In this study, apology is more effective for the competence violated situation in terms of regaining consumer trust and repairing their attitude toward company, while the apology’s effectiveness is lower for the integrity-violated situation. More specifically, when the crisis is perceived due to company’s lack of ability(competence violation), consumer’s trust belief and attitude toward the company is more easily to repair when the company issued a sincere apology. Damaged product is perceived less intentional so participants are more likely to give the company second chance when they apology to the public. By contrast, exaggerated advertisement(integrity violation) is perceived intentionally and thus makes participants angrier toward the accused company. Although apology is perceived as the most effective strategy, when issuing apology, it also means the company admitted their intention. Therefore, in this kind of crisis situation, trust repair needs not only a sincere apology but additional efforts.

병원의 위기관리 시스템

김형진 ( Hyeongjin Kim ) 한국병원경영학회 2016 병원경영학회지 Vol.2016 No.S

This study is to introduce a comprehensive framework of a crisis management system developed at a prominent hospital in South Korea. Throughout recent decades, especially in the recent years, the way in which to cope with both internal and external challenges has been one of the most critical issues. Since the incident management system in the U.S. is acknowledged as the most advanced crisis management model in the world, a portion of this study refers to the Hospital Incident Command System(HICS) provided by the California Emergency Medical Services Authority(EMSA). Nevertheless, the framework suggested in this article was designed based on a distinctive Korean hospital setting. The main contents of this study are as follows; categorization of each type of crisis, organization of a crisis management team in a non-crisis or crisis state, crisis assessment by life cycle stage, and establishment of crisis management protocol. Even though many types of crises are unspecified, those can be categorized into external crisis, medical crisis, and utility & activity failure. A crisis management organization should be operated and consisted differently- depending on a crisis or non-crisis situation. From a life-cycle perspective, the range by which the crisis should be managed extends from pre-stage to post-stage of the crisis. It is important to set proper scenarios and manuals by crisis type to develop a crisis management framework of high quality. With continuous efforts, hospitals can prepare for the uncertainty to better concentrate on core business operations.

위기 상황에서 CSR 활동이 2030 소비자들의 커뮤니케이션 전략 수용과 기업 평가에 미치는 영향: CSR 적합성, 위기의 책임성, 위기 대응 전략을 중심으로

이정민,성민정 한국PR학회 2023 PR연구 Vol.27 No.1

Objectives The current study examined the value of CSR initiatives in the context crisis communication. More specifically, it explored effects of CSR cause-fit, crisis responsibility, and crisis response strategies on young consumers. Methods A total of 560 people in their 20s or 30s from an online survey panel participated in a 2(CSR cause-fit: High/low) × 2(crisis responsibility: High/low) × 3(crisis communication strategies: Defensive, reminding, accommodative) factorial design experiment. Results Crisis responsibility and interactions between CSR cause-fit, crisis responsibility and crisis communication strategies showed effects on public’s acceptance of crisis communication. However, only crisis responsibility showed a main effect on attitude toward an organization. Conclusions Findings of this study show the value of CSR as a crisis response strategy. Corporate communication managers are urged to examine situational factors of a crisis before they develop CSR-based crisis communication strategies. Researchers are encouraged to further examine a variety of situational factors of crisis situations. 연구목적 본 연구는 20-30대 소비자를 대상으로 기업의 위기 대응에 있어서 사회공헌 활동(CSR)의 활용성과 가치를 살펴보았다. 위기 발생 전에 시행한 CSR 활동의 적합성, 위기의 책임성 차원, 위기 대응 전략의 유형에 따른 CSR 효과를 소비자의 기업 커뮤니케이션 수용도와 기업 평가 측면에서 확인하였다. 연구방법 연구를 위해 온라인 서베이 전문 시행 업체 패널 가운데 20-30대 성인남녀 560명을 대상으로 CSR 적합성(고/ 저) ˟ 위기 책임성(고/저) ˟ 위기 대응 전략(방어/상기/수용)의 2 ˟ 2 ˟ 3 실험을 실시하였다. 연구결과 위기 커뮤니케이션 수용도에 대한 위기 책임성의 주 효과와 함께 위기 책임성과 위기 대응 전략, CSR 적합성과위기 책임성, 위기 대응 전략 간의 상호작용 효과가 확인되었다. 그러나 기업 태도에 있어서는 위기 책임성의주 효과만 확인되었으며 그 외 상호작용성 및 주 효과는 나타나지 않았다. 결론 및 함의 본 연구는 기업의 위기 대응 전략으로서 CSR 활동의 가치와 유용성을 확인하였으며, CSR 적합성, 공중의 위기책임성 인식, 기업의 위기 대응 전략 유형에 따라 공중의 평가가 달라진다는 점에서 종합적인 위기 상황에 대한분석과 평가를 바탕으로 CSR 커뮤니케이션 전략이 수립되어야 함을 제시한다.

식품 기업의 위기관리를 위한 위기 커뮤니케이션 전략 연구

전혜미(Hye Mi Jeon),이수범(Soo Bum Lee) 한국호텔외식관광경영학회 2009 호텔경영학연구 Vol.18 No.4

As media and technology have developed rapidly, people spend less time to get information they want to get. Especially, these days we can see rapid spread of information about crisis without reference with any fact. Namely, when crisis happens, corporation have to use appropriate crisis communication to protect corporate image and maintain positive relationship with public. However, since there are many causes of crisis, it is not inappropriate to apply identical crisis communication on each crisis. Therefore, the purpose of this research is to find the appropriate crisis communication strategy in responding to the food crisis for each type of crisis. To investigate the research, a total of 480 questionnaires are collected from Nov. 10th 2008 to Nov. 28th 2008 and the following research design was adopted. The research design was a 4×3 factorial design by the type of crisis; faux pas, accidents, transgressions, terrorism and crisis communication strategic; accommodative strategy, defensive strategy, silent strategy. The data was analysed by MANOVA through SPSS Win Ver. 15.0. The major results of this research are as follows: First, accommodative strategy was effective on accident, transgressions and terrorism. Second, defensive strategy was effective on Faux pas. Third, silent strategy was not a great strategy for any cases of crisis.

Analysis and Suggestions on University Curriculums in KOREA for Individual CRISIS Management

Choi Seong-kon J-INSTITUTE 2016 International Journal of Crisis & Safety Vol.1 No.1

We face numerous incidents/accidents through the mass media on a daily basis. In fact, those inci dents/accidents often hurt the body and the soul and sometimes it even takes one’s life away. Such “crisis” has become one of the unavoidable elements of our daily lives. Moreover, individuals and/or organizations must make choices which bear crisis to a certain extent to achieve their goal. However, in order for organizations and/or individuals to effectively stand with crisis, crisis management techniques must be well-defined . The crisis management of an individual is a technique to protect the body and the mind such as self-defense which does not only manage the external crisis and physical forces but also manage the internal self to lead a healthy and wholesome life. Nonetheless, self-defense often is limited to dealing with physical violence only. It represents not only protecting and preventing oneself form physical forces including verbal, psychological, sex-ual and economic violence but also from the various crisis exposed to the self as the life conditions and natural conditions are changing. Especially, using self-defense, as a means for individual crisis management, can worsen the situation de-pending on the circumstances. Therefore, based on the stream of time, at present time, it is necessary for uni-versities to establish a curriculum for individual crisis management to offer systematic education to enhance self-management skill and to help cope with various natural and living environmental crisis and many types of violence by understanding and learning crisis management techniques for individuals. This study is based on the results from analyzing the courses offered till the 2013 curriculum reform as the 3 credits from theory and the understanding of the principles of self-defense as the 2004 liberal art course By the three steps of self-defense 1. By dividing the surrounding vigilance into vigilances for people, object and natural environment, escaping ability which varies depending on the surrounding can be understood and one can act in a calm and collected manner even in the worst situations. 2. As there are five senses of sight, hearing, touch, smell and taste as well as spiritual and psychological intu-itions in a human body, a situation can be carefully judged based on the information gained from the surround-ing vigilance. 3. Taking actions is a step to take measures based on the decision made after judging the situation and its goal should be set to safety-first. In particular, as the only course for individual crisis management, it has increased the students’ ability to manage crisis of each individual. As there cannot be more than 36 credits per semester in universities and stu-dents can only take up to 18 to 21 credits, systematic education for individual crisis management is virtually nonexistent. Consequently, as the result from this study, university curriculums must offer courses for proper understand-ing of crisis management and learning about suitable actions to take. It is hoped that the individual crisis man-agement skill attained through this study to help protect oneself by controlling one’s emotion when dealing with crisis from people, object and/or the natural environment and also by familiarizing the laws and tech-niques to mentally and physically cope with such crisis.

식품산업체가 겪는 위기의 분류와 위기 수준 판단

김종규,김중순,Kim, Jong-Gyu,Kim, Joong-Soon 한국환경보건학회 2015 한국환경보건학회지 Vol.41 No.2

Objectives: Food safety has become one of the major public-concerning issues in Korea. In order to set guidelines to create manuals for the response to a food safety crisis by food industry, this paper classified food safety crises and suggested techniques to determine crisis level. Methods: This study clarified common terminologies and definitions including in food safety crises. It reviewed various food safety crises and described characteristics, types, and states of crises. Results: The results of this study suggested that a food safety crisis implied a situation in which hazards/risk spreading in the food supply chain was widely described, causing strong public concern followed by a socioeconomic impact, and therefore, requiring the implementation of a prompt and full response regarding the situation. In terms of seeking response plans, food safety crises might be classified according to the penalties resulting from violations of laws and regulations, causative substances, stages of the food supply chain, and first contact point for incidents. The crisis level for a food safety crisis could be classified according to its severity parameters. The guideline matrix was divided into four major stages: Blue/guarded, Yellow/elevated, Orange/high, and Red/severe. This study also suggested several methods for determining the crisis level, such as the simple judgement method, scoring methods using a check-list and a weighted check-list. Conclusion: The severity of related parameters might be of great importance in understanding a crisis and determining response options/challenges for crisis levels.

스웨덴의 경제위기 대응 방식과 위기협약: 2009년 노사협약과 2014년 노사정협약을 중심으로

조돈문 한국 스칸디나비아학회 2018 스칸디나비아 연구 Vol.22 No.-

IF Metall and Tekniföretagen in the Swedish manufacturing industry, after the outbreak of the global financial crisis, proposed a tripartite crisis agreement with the government in violation of the Saltsjöbaden agreement’s principle of autonomous labor relations. Despite the conservative government's refusal, IF Metall and Tekniföretagen signed a crisis agreement in March 2009, contributing to overcoming the economic crisis by reducing working hours and sharing the expenses accompanied. It is the purpose of this study to analyze and explain the content and dynamics of the crisis agreements. This study identifies at least four points from the analysis of the 2009 crisis agreement and the 2014 crisis agreement. First, the 2009 crisis agreement contributed to the successful overcoming of the economic crisis, and it was IF metall’s strategic choice to secure employment security in exchange of wage cuts. Second, the 2009 crisis agreement confirmed the necessity of a new policy to support financially the reduction of working hours in times of economic crisis. The conservative government which refused to participate in the 2009 crisis agreement had to spend financial resources in the form of unemployment benefits instead of supporting the reduction of working hours, owing to the high unemployment rate. Third, by participating in the 2014 crisis agreement, the conservative government acknowledging indirectly that it was a mistake to refuse to participate in the 2009 crisis agreement. Fourth, the fact that IF Metall and Tekniföretagen, regardless of government’s participation or not, pursued crisis agreements twice in 2009 and in 2014 verifies that they did not go against the Saltsjöbaden agreement’s principle of autonomous labor relations. 스웨덴 제조업의 노동조합과 사용자단체는 세계금융위기 발발후 살츠쇠바덴협약의 노사자율 원칙을 위반하며 정부에 노사정 위기협약을 제안했다. 정부의 참여 거부 입장에도 노사단체들은 2009년 3월 자율적으로 위기대응 노사협약을 체결하여 노동시간 단축을 통해 고통을 분담함으로써 경제위기 극복에 크게 기여할 수 있었다. 이처럼 일견 모순적으로 보이는 위기협약의 내용과 동학을 분석·설명하는 것이 본 연구의 목적이다. 본 연구에서 2009년 위기협약과 2014년 위기협약의 분석을 통해 확인할 수 있었던 사실은 네 가지로 축약될 수 있다. 첫째, 2009년 위기협약은 경제위기를 성공적으로 극복하는데 기여했고, 금속노조는 임금삭감을 양보하며 고용안정성을 확보할 수 있었다는 점에서 위기협약은 합리적 선택이었다고 할 수 있다. 둘째, 2009년 위기협약은 노동시간 단축 지원 제도의 도입 필요성을 확인해 주었다. 보수당 정부는 위기협약 참여를 거부했지만, 높은 실업률로 인해 노동시간 단축 지원 대신 실업급여 지급 방식으로 재정자원을 지출하게 되었다. 셋째, 보수당 정부는 2014년 위기협약에는 참여함으로써 2009년 위기협약 불참이 과오였을을 간접적으로 인정했으며, 보수당 정부의 2014년 위기협약 참여는 2009년 위기협약의 성과에 대한 긍정적 평가와 제조업 노사단체의 적극적인 대 정부 설득 노력의 결과라 할 수 있다. 넷째, 2009년과 2014년 위기협약은 노사단체들이 주도했다는 점에서 정부개입 요청에도 불구하고 노사자율주의의 스웨덴 모델을 부정하지 않고 보완했다.

군(軍) 위기 시 디지털 이미지를 활용한 커뮤니케이션 전략 효과 연구 - 메시지 형태와 위기 유형 및 전략의 상호작용 효과를 중심으로 -

김진수 국방정신전력원 2023 정신전력연구 Vol.- No.75

The main effect and interaction effect were confirmed for each dependent variable between the type of military crisis, communication strategy, and message form. The communication effect was confirmed with a 2×2×2 factorial design between groups. The factorial design is the crisis type (incident/incident), crisis communication strategy position (crisis admission/crisis denial), and message type (text/message including digital image in text). The results and implications of the study are as follows. Crisis type had a statistically significant main effect only on the authenticity variable. In addition, crisis response strategy and message type had statistically significant main effects in all six variables. The two-way interaction effect of crisis type and crisis response strategy showed statistically significant effects in all variables. The three-way interaction effect between crisis type, crisis strategy, and message type showed significant results in reliability and persuasiveness. This shows that messages including digital images are effective when used in crisis response strategies that match the types of crises. Therefore, for the effectiveness of messages including digital images, it is necessary to appropriately select strategies for each type of crisis.

연구논문 : 사회과학적 개념과 실천으로서의 "위기" : 위기 개념에 대한 인류학적 접근의 모색

백영경 ( Young Gyung Paik ) 한국문화인류학회 2014 韓國文化人類學 Vol.47 No.1

인류학 연구에서 위기는 낯선 주제가 아니다. 최근 들어 대규모 후쿠시마 지진과 그에 이은 원자력 발전소 사고나 태풍이나 지진, 지진 해일 등의 자연재해를 통해서 위기에 대한 논의가 활성화되기는 하였지만, 재난과 재해 외에도 금융위기나 경제위기, 전쟁과 폭력, 사회적 재생산의 위기나 개인 삶의 위기, 건강의 위기 등 인류학자들은 다양한 영역에서 위기를 연구하고 다루어 왔다. 그러나 많은 위기에 대한 연구에서 이러한 인류학적인 통찰이 잘 발휘되고 있는 것으로는 보이지 않는다. 이는 위기라는 것 자체가 일어나고 경험되는 어떤 현상을 지칭하기도 하지만, 위기는 사회과학적 개념이기도 하며 지식의 실천이라는 사실을 간과하기 때문이다. 또한 과학기술의 문제나 기술적인 문제에 대해서는 인류학이 다루어야 할 문제가 아니라고 보는 문제도 있다. 이러한 맥락에서 본 논문은 현재 사회과학 연구들이 위기를 어떤 식으로 다루고 있는지를 검토하는데 에서 시작하여 위기라는 개념은 어떻게 사회과학적인 개념으로 등장하게 되며, 위기에 대해서는 어떠한 종류의 지식이 생산되고 있는지를 살펴본다. 결론적으로 인류학은 현재 위기 논의에 깔린 전제들, 위기에 관한 자연과학적·사회과학적 지식과 실천을 만들어 내고 있는 학문적 제도와 관행에 대해 지금보다 훨씬 더 명시적으로 연구하고 문제 삼지 않으면 안 된다는 것을 강조하고자 한다. Crisis has been a topic often explored in the study of anthropology. Even before the recent "crises”in the form of natural disasters and nuclear accidents started to stir up public interests in the topic, anthropologists have been investigating the crises in the society and in people`s lives, such as financial crises, economic crises, war and violence, reproductive crises, personal crises and health crises. Yet, one can observe that the anthropological research on “ the Crisis” often lacks the usual anthropological insights. This paper presents the argument that the reasons for the lack of anthropological insights are firstly, that crisis has been regarded as a thing that is “ out there” and not as a social scientifically constructed concept; secondly, that many cultural anthropologists have avoided the subject of science-technology and technological intervention, based on the assumption that these are not proper social scientific research objects. In this frame, this paper provides an exploration of the ways that "crisis” has emerged as a social scientific concept and how the know ledges of crises are constructed and produced. In conclusion, this paper emphasizes that anthropologists need to more explicitly question and challenge the underlying assumptions in the current discussions about “ the Crisis” as well as the institutional practices producing the knowledges and practices implicated in the crises.

Theoretical Considerations of Crisis Management and Implications for South Korea’s Bargaining with the U.S. During Korean Crises

Tae-Young Yoon(윤태영) 경희대학교 인류사회재건연구원 2008 OUGHTOPIA Vol.23 No.2

이 논문은 우선 위기관리에 관한 이론적 접근을 강압흥정, 위기통제, 보호국ㆍ피보호국관계에서의 위기관리 등 3가지 측면을 고찰하고 있다. 이러한 이론적 고찰에 기반하여 1968년부터 1983년 발생한 3가지 위기시 한·미동맹 체제하에서 한국의 미국에 대한 흥정에 대한 함의를 도출하고자 한다. 이론적 관련성 측면에서 보호국·피보호국 관계에서의 위기관리에 대한 다양한 요인들은 한ㆍ미동맹 체제하에서 한국의 위기관리의 분석과 직접적인 연관성이 있다. 동맹체제하에서 지역위기를 관리하기 위해서는 보호국과 피보호국간의 효과적인 의사소통, 조정 및 협의가 필요하다. 한국은 위기시 북한을 효과적으로 관리하기 위해서 미국과의 치열한 흥정이 필수적이라는 교훈을 얻고 있다. 한국은 북한의 임박한 공격을 억제하고, 국가이익을 보호하기 위한 신뢰성 있는 위협을 구사하며, 제한된 보복조치를 취하고, 북한에 대한 외교적 조치를 추구하기 위해서 미국의 군사 및 정치적 지원을 획득해야만 했다. 따라서 한국의 북한에 대한 흥정력은 미국의 공약과 그에 대한 한국의 인식에 많은 부분이 좌우된다고 할 수 있다. 결론적으로 한국은 동맹국인 미국의 군사 및 정치적 지원이 필요했으며, 성공적인 대북한 위기관리는 한ㆍ미간의 효과적인 의사소통과 적절한 위협과 외교적 조치에 대한 이해에 달려있다고 볼 수 있다. The main focus of this paper is to review the theoretical approaches to crisis management. The major theoretical considerations can be divided into three dimensions: (1) coercive bargaining; (2) the control of crises; (3) crisis management in the patron-client state relationships. Based on review of these theoretical considerations of crisis Management, this study seeks to explore the dominant implications for South Korea’s bargaining with the U.S. within the context of the ROK-U.S. alliance, with particular emphasis on the three crises which occurred between 1968 and 1983. In terms of theoretical relevance, various aspects of crisis management in patron-client state relationships are directly relevant to analyses of South Korea’s crisis management within the context of the ROK-U.S. alliance. Within the framework of the alliance, effective communication, co-ordination, and consultation between patron and client are necessary to manage regional crises. South Korea has learned that hard bargaining with the U.S. is a prerequisite to managing North Korea effectively during crises. South Korea had to obtain U.S. military and political support, at least tacitly, in order to deter an immediate North Korean attack, to pose a credible threat to protect its national interests, to take limited reprisals, and to pursue diplomatic options against North Korea. Thus, it can be argued that the relative bargaining power of South Korea vis-a-vis North Korea depended to a large extent on U.S. commitments and South Korea’s perceptions of them. To summarise, in a crisis situation, South Korea needed the political and military support of its ally, the U.S., and therefore successful crisis management towards North Korea depended ‘to a large extent on the effectiveness of communication and the proper understanding of signals’ between South Korea and the United States.