• The Journal of the Korea Contents Association
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• v.15 no.12
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• pp.471-482
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• 2015

Situational Crisis communication theory (SCCT), one of the major crisis communication theories, suggests that crisis managers have to choose the most effective crisis response strategy in accordance to the crisis type. However, there's a controversy over whether this theory is practically applicable in Korea. Therefore, this study analyzed statements of apology to see if companies in Korea are actually taking different response strategy according to the types of crisis. According to the result of analysis on 244 apology statements published in the newspapers from 2012 to spring of 2015, adaptive response strategy was mostly taken no matter what the crisis type was. In conclusion, there's a discrepancy in crisis response strategy between the theory suggested in SCCT and the current practices in Korea. This conclusion can contribute to devising an appropriate application of SCCT in Korea and to develop a more Korea relevant theory.

• The Journal of the Korea Contents Association
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• v.18 no.1
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• pp.327-335
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• 2018

The current study challenges to suggest an umbrella strategy applied to different type of crisis, which is different from normative principle in crisis communication. The umbrella or comprehensive strategy in this study is identification framing. Identification framing is strategic message for organizational identification, which is close to social identification. The current study employed experimental design manipulating crisis types, crisis response types, and identification framing. The crisis types were internal versus external crisis, crisis responses were denial versus apology, and using identification framing $2{\times}2{\times}2$ factorial design were used. Two hundreds forty students participated in the experiment. The result showed the significant effectiveness of identification framing in different crisis types and crisis responses.

• Management & Information Systems Review
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• v.34 no.5
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• pp.251-276
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• 2015

This study is to review the attitude of consumers on the crisis response strategy (defensive vs. receptive) that the company implements in crisis situations. Also, the interaction between the crisis response strategy that the company implements and the crisis type of companies (corporate ability vs corporate social responsibility) was discussed. In addition, the interaction between the messages (abstract vs. concrete) of public interest associated marketing implemented prior to crisis situations and the crisis response strategy implemented after crisis situations was discussed. And these results were reviewed to see if the same result can come out after controlling the involvement on consumer's public interest associated marketing as a covariate. The main results of this study are as follows. First, regarding the crisis response strategy, in the company's crisis response strategy, the receptive attitude was more favorable for the consumer's attitude than the defensive attitude. Second, it was seen that there is a significant interaction between the crisis response strategy of companies and the crisis type of companies. Third, it was seen that the crisis response strategy of companies has a significant interaction with the message type of public interest associated marketing. Lastly, the involvement showed a significant effect as a covariate and the interaction between the crisis response strategy of companies, the crisis type of company and the message type of public interest associated marketing can be confirmed even after controlling the involvement. In the conclusion of the study, the direction on implications, limitations and future.

• The Journal of the Korea Contents Association
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• v.14 no.5
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• pp.390-402
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• 2014

This study, based upon the Sturges' crisis stages, examines the crisis response communication strategies of Korea Professional Football League(KPFL) for the K-league match-fixing case as well as the frequency of related news articles and the source of information. To explore the crisis response communication strategies the Korea Professional Football League used, a total of 118 news articles were analyzed using the content analysis and frequency analysis. The unit of analysis for crisis response communication strategies is sentence. The frequency of news articles based upon the crisis stages shows highest rate at the acute crisis stage. The source of information for news reports shows that KPFL was one of the major sources of the news reports. KPFL's crisis response communication strategy throughout all stages of the crisis stage shows that corrective action strategy was used highest ratio. In particular, the crisis response communication strategy between team, player and KPFL was shown lack of consistency throughout all crisis stages. Implication and future research direction for the results are discussed.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.2
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• pp.93-107
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• 2018

The Purpose of This Study is to Investigate Consumers' Negative WOMs due to the Crisis Response Strategy that Companies Perform in Crisis Situations due to the Failure of New Products. To do This, the Crisis Scenarios and Response Strategies were Manipulated Using a Virtual Laptop Company, and then an Experiment was Performed. The Results of This Experimental Design are as Follows. First, According to The Response Type Strategies, It is Found that Apologizing rather than Denying for the Crisis Response Mitigates the Negative WOMs more. Second, It is Found that the Companies that have Engaged in Cause-Related Marketing Activities before the Crisis Caused by New Product Failure Mitigate Consumers' Negative WOMs more than those which have not. Third, It is Shown that the Message Strategy of the Firm does not Affect Consumers' Negative WOMs. Fourth, the Interaction between the Response Type Strategy and the Cause-Related Marketing Activities are Found to Exist, but the Interaction Between The Response Type Strategy and the Message Strategy does not Appear.

• The Journal of Bigdata
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• v.2 no.1
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• pp.27-39
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• 2017

The importance of online communication is getting increased by the rapid growth of smartphone supply and Social Network Service (SNS) use. Catching up with the trend, firms are actively use SNS to improve brand image, promote products, and communicate with customer. On the one hand, SNS is the channel for firms' marketing activities, but on the other, it is also the channel where the events related to the firms propagate in real time. Firms are led to unexpected state of crisis, when events are quickly spread out on SNS. Then firms are assessed their image by the way they deal with the state of crisis. This paper proposes to figure out user response on SNS according to each crisis response strategies by analyzing event-related twitter data when crisis situations of firms arise. We classify crisis response strategies into response attitude, defensive and accommodative response, and response speed, fast and slow response. This paper suggests optimal crisis response strategy to firms regarding state of crisis propagated on SNS.

• Journal of Public Diplomacy
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• v.3 no.2
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• pp.1-34
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• 2023

This study finds that the South Korean government's public diplomacy efforts have focused on promotional activities such as the "K-wave" or responses to controversial historical issues. However, the South Korean government needs to be more prepared for strategic responses to unexpected crises and subsequent communications. This paper attempts to apply crisis communication research developed in the field of public relations to public diplomacy. To do so, this research reviewed theories in crisis communication, an essential area of public relations, and developed a crisis communication model. The model was then applied to several crisis case studies to suggest how to develop response strategies and conduct communications. As a result, this research developed an Ongoing Public Diplomacy Crisis Communication Model (PDCCM) that can be applied to public diplomacy research and practice. The model identifies four crisis communication principles (be quick, be open, be consistent, be authentic) that should be applied in six phases. Following continuous social listening and monitoring, governments should analyze crisis situations using sense-making, develop short- and long-term crisis response objectives, response strategies, and communication messages depending on the level of responsibility, implement crisis communication, and conduct post-crisis evaluation.

• The Journal of the Korea Contents Association
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• v.17 no.11
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• pp.398-409
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• 2017

Situational Crisis communication theory (SCCT), one of the major crisis communication theories, suggests that crisis managers have to choose the most effective crisis response strategy in accordance to the crisis type. Therefore, this study analyzed whether the crisis response strategies of Korea companies are different according to the types of crisis. According to the result of analysis on survey to PR managers, the crisis response strategies are different according to the types of crisis. And the role and function of PR team are different according to the types of crisis, too. This conclusion can contribute to devising SCCT theory and to develop a more Korea relevant theory.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2009.10a
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• pp.231-232
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• 2009

지난 1997년 IMF에 이어, 미국의 서브프라임사태로 인해 우리나라는 다시 한 번 국가적으로 경제위기를 맞이하게 되었다. IMF 때와 지금의 경제위기는 여러 방면으로 항만운영에 영향을 미쳤다. 많은 선행연구에서는 항만의 일반적인 마케팅전략에 대한 연구가 많은 반면, 경제위기시 이에 대한 대응전략에 관한 연구는 미비하였다. 이에 본 연구에서는 지난 경제위기가 항만에 미쳤던 영향과 우리나라 항만의 대응방법을 분석하고, 외국항만들의 경제위기 대처 방법들을 조사하여 우리나라 항만에 적용해봄으로써 미래의 경제위기에 우리나라 항만이 어떻게 대비해야 할 것인가에 대한 방안을 제시하고자 한다.

• The Journal of the Korea Contents Association
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• v.20 no.3
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• pp.59-72
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• 2020

Previous crisis management research has mainly focused on business organizations' responsibility for crises, and yet research on CEOs in crisis still lacks. This research examined the influences of crisis responsibility and response strategies on attitudes toward a CEO, attitudes toward a corporate, and purchase intentions in the case of CEOs in crisis. In addition, this study explored how a CEO's SNS interactivity during normal times moderates the influences of crisis responsibility and response strategies. A 2(responsibility: high vs. low)X2(strategy: defensive vs. apology)X2(interactivity: high vs. low) experimental design was conducted with 200 Chinese students in Seoul. According to the analysis results from effects of response strategies by CEO's crisis responsibility levels, regardless of the crisis responsibility levels, the apology strategy was more effective than the defensive strategy in terms of CEO attitudes, corporate attitudes, and purchasing intentions. The analysis results about the moderating role of SNS interactivity during normal times show that under the CEO's high responsibility condition, keeping high SNS interactivity during normal times and using the apology after crisis brought out most favorable responses. Under the CEO's low responsibility condition, regardless of the SNS interactivity levels, the apology strategy brought out more favorable responses than the defensive strategy.