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研究生:陳威穎
研究生(外文):Chen, Wei-Ying
論文名稱:營養午餐負面事件對學校信任感之影響
論文名稱(外文):Effect of School Lunch Incidence on the Confidence in School
指導教授:李學愚李學愚引用關係
指導教授(外文):Lee, Shyue-Yu
口試委員:林宏明張世強
口試委員(外文):Lin, Hung-MingChang, Shih-Chiang
口試日期:2014-05-28
學位類別:碩士
校院名稱:康寧大學
系所名稱:餐飲管理研究所
學門:民生學門
學類:餐旅服務學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:中文
論文頁數:56
中文關鍵詞:生氣情緒涉入危機回應策略
外文關鍵詞:angryemotioninvolvementcrisis response strategies
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近年來受少子化影響,學生人數不斷下降,學校如果因為社會上層出不窮的食安問題而造成營養午餐發生負面事件的話,永續經營將面臨嚴峻考驗,因此該如何回應以使學校信譽傷害降到最低是一重要且具迫切性的議題。本研究採用問卷調查的方式,以國民小學學生家長為研究對象,分別操弄兩種涉入程度(高涉入與低涉入)及四種回應策略(道歉、賠償、修正行為與無回應),以探討不同之涉入程度及回應策略對家長生氣情緒的影響以及家長生氣情緒與其對學校信任感之影響。研究結果發現:營養午餐負面事件會引起家長高度生氣情緒及行為,高涉入更甚於低涉入之家長;家長生氣程度的提高,將顯著影響其對學校信任感的下降;道歉、賠償及修正行為皆能有效挽回學生家長對學校的信任感,尤以道歉效果最佳。
The number of students has been decreasing recently due to decline of birthrate. Whenever there is a negative event, such as safety problem in school lunch, the management of the school will be challenged seriously. Therefore, schools’ response strategies are crucial in order to minimum the potential damage to school reputation. In order to realize how involvement and crisis response strategies impact parents’ emotion and trust toward the school, this study used questionnaires to collect data from parents of elementary school students. Two levels of involvements (high and low) and four response strategies (apology, compensation, corrective action, and no response) were examined. The result showed that food safety problems in school lunch made parents angry. Parents with high involvement are more likely to be affected than parents with low involvement. As the anger increases, the trust on school will drop significantly. Apology, compensation, and corrective action can restore the trust effectively, however, apology has the best effect among them.
目錄
第一章 緒 論................................................1
第一節 研究動機............................................1
第二節 研究目的............................................6
第三節 研究流程............................................6
第四節 研究範圍............................................8
第二章 文獻探討............................................. 9
第一節 涉入...............................................9
第二節 危機回應策略........................................12
第三節 生氣與信任..........................................16
第四節 研究架構........................................... 18
第三章 方法與步驟............................................19
第一節 研究設計............................................19
第二節 研究工具............................................23
第三節 研究對象............................................25
第四節 資料分析............................................27
第四章 結果與討論 ...........................................28
第一節 樣本背景資料.................. ......................28
第二節 學校營養午餐負面事件與家長生氣反應 ......................30
第三節 涉入程度與生氣程度 ...................................34
第四節 不同回應策略與家長對學校之信任感........................37
第五節 營養午餐負面事件與學校信任感之模型.......................39
第六節 綜合討論............................................41
第五章 結論與建議............................................43
第一節 研究結論............................................43
第二節 實務上之建議.........................................47
第三節 研究限制及未來研究方向.................................49
參考文獻....................................................51

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