【摘要】 危机成为新的常态,趋于模糊、复杂。危机的本质发生了深刻的改变。然而,理论研究的局限和管理实践的困惑,都使得危机管理研究亟待突破。本文通过对2008—2012年43起危机成败案例的分析,构建了基于利益相关者的危机管理理论。就理论突破而言,传统的危机管理理论假定单一情境或事件情境,强调危机计划的重要性,着重与利益相关者修补旧契约;基于利益相关者的危机管理理论将危机情境扩展到利益相关者情境,强调用行动而非计划应对复杂情境,强调在与核心利益相关者的互动中建立新契约,形成组织新的优势。就实践启示而言,本文给出了识别核心利益相关者的方法和基于核心利益相关者演化的危机处理阶段模型,以期更好地指导组织危机管理实践。更多还原

【Abstract】 Crisis is the new reality,whose nature has profoundly changed.It is much more ambiguous and complicated,which need a breakthrough in the crisis management studies to address the theoretical and practical limitations.This paper proposes an innovative approach to reframe crisis management theory from the perspective of stakeholder,through examining crisis management cases from 2008 to 2012.From the theory breakthrough side,the traditional crisis management theory pays more attention to crisis planning and image restoration in single/event context;In contrast,the new theory framework defines the crisis context as the relationship structure between stakeholders.And then,organization should pay more attention to actions and interactions with stakeholders in the complex context,which will generate a new helpful contract.Also,we will show how this original framework could be put into practice,including suggestions on how to identify core stakeholder and how to manage crisis step by step from a dynamic perspective.This paper establishes the foundation for crisis management research in complex situations,and provides a better guide to crisis management practice.更多还原