一、中文部分
于鳳娟譯（2001）。Lerbinger Otto著。《危機管理》＜The crisis manager: facing risk and responsibility＞。台北：五南。（原作1997出版）
王石番（1991）。《傳播內容分析法－理論與實證》。台北：幼獅。
王英櫻（2001）。《服務補救之顧客滿意度－以公平理論來探討》。文化大學國際企業管 理所碩士論文。方素惠、楊琇閔（2001,08）。〈邁向客戶關係管理的時代〉，《世界經理文摘》，180 期，p.86-109。
朱延智（2000）。《危機處理的理論與實務》。台北：幼獅。
李瑞玉（2001）。《九二一事件中央政府危機溝通策略之研究－以九二一大地震的新聞報 導為例》。國立師範大學大眾傳播所碩士論文。林文益、鄭安鳳譯（2003）。Coombs Timothy著。《危機傳播與溝通：計畫、管理與回 應》＜Onging crisis communication: planning, managing and
responding＞。台北：風雲論壇。（原作1999出版）
林靜伶（ 2001）。＜當公關遇上語藝．．．＞，「第九屆廣告與公關學術研討會」論文。 台北：木柵。
林雅齡（2004）。《影響醫院面臨危機時所採取形象修復策略的相關因素探討》。台北醫 學大學醫務管理系碩士論文。吳宜蓁（2002）。《危機傳播：公共關係與語藝觀點的理論與實證》。台北：五南。
吳宜蓁（1998）。《議題管理：企業公關的新興課題》。台北：正中書局。
吳宜蓁（2000）。＜危機溝通策略與媒體效能之模式建構－關於腸病毒風暴的個案研究 ＞，《新聞學研究》，第62期，頁1-34。吳宜蓁（2002）。＜「A錢」與「清廉」之間－解讀興票案的危機情境、危機反應策略與媒 體效能＞，《傳播文化》，第9期。吳世家、劉家潾、曾百川（2004）。＜寶路應告別舞台？還是品牌再造？＞，《動腦雜 誌》，第 344期，頁114-117。
侯明（2002）。《危機情境與危機溝通策略之研究－以新浪網台灣分公司兩次危機為
例》。國立交通大學傳播所碩士論文。
胡幼慧（1996）。 《 質性研究：理論、方法及本土女性研究實例 》。台北：巨流。
陳靜華（2004）。《企業危機之形象修復策略與學習效果研究－以華航空難為例》。輔仁 大學大眾傳播學研究所碩士論文。施柏均（1999）。《服務失誤、服務補救、顧客滿意與購買意願之探討－以行動電話服務 業為例》。國立臺北科技大學商業自動化與管理研究所碩士論文。張淑茹譯（1999）。Marconi Joe著。《危機行銷》。台北：商周。
黃懿慧（1994）。《科技風險與環保抗爭－台灣民眾風險認知個案研究》。台
北：五南。
黃懿慧（1999）。〈西方公共關係理論之探討－九０年代理論典範的競爭與辯論〉。《廣 告學研究》，第12集。頁1-37。
彭維建（2005）。《行政院客家委員會之關鍵公眾關係管理效果初探－以大台北地區客家 族群為觀察對象》。輔仁大學大眾傳播研究所碩士論文。游梓翔（1999）。〈危機公關與形象重建〉，《公訊報導》，85：50-55。
楊孝濚（1991）。《傳播內容方法總論》。台北：三民書局。
楊麗錦（2003）。《危機情境與危機策略之關聯性研究－以屈臣氏詐領保險金事件及買貴 退兩倍差價事件為例》。輔仁大學大眾傳播學研究所碩士論文。
張正杰（2005）。《危機情境、危機反應策略及策略效果－以台北市政府「捷運掀頭皮事 件」和「邱小妹醫療人球事件」為例》。世新大學傳播研究所碩士論文。劉哲綸（2004）。《中央政府危機溝通策略與經濟社會效能之研究－以SARS引起的口角罩 荒與股市震盪為例》。國立台灣大學新聞研究所碩士論文。鄭紹成（1997）。《服務業服務補救、挽回服務與顧客反應之研究 》。文化大學國際企業 管理研究所博士論文。謝青宏（2004）。《政府危機傳播之研究－以台北市政府SARS危機傳播為例》。世新大學 傳播研究所碩士論文。聶國維（2002）。《災難新聞報導中政府危機溝通策略呈現之研究－以台北市政府處理納 莉颱風為例》。世新大學傳播研究所碩士論文。蘇世欣（2002）。《企業危機溝通管理初探：以台灣企業公關業務負責人調查為例》。世 新大學傳播研究所碩士論文。臧國仁（1999）。《新聞媒體與消息來源：媒體框架與真實建構之論述》。台北：三民書 局。
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