การจัดการวิกฤตการณ์สำหรับภัตตาคารเครือข่ายต่อข่าวลือในสื่อสังคมออนไลน์
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ม.ค. 29, 2019
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ภัตตาคารเครือข่าย การจัดการวิกฤตการณ์ การแก้ไขวิกฤตการณ์ ข่าวลือ สื่อสังคมออนไลน์
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บทคัดย่อ
ความก้าวหน้าของสื่อสังคมออนไลน์ส่งผลให้ลูกค้าและธุรกิจมีปฏิสัมพันธ์ระหว่างกันเพิ่มขึ้น ทุกคนสามารถที่จะแสดงและแลกเปลี่ยนความคิดเห็นซึ่งกันและกัน เทคโนโลยีด้านสื่อสังคมออนไลน์ได้สร้างความท้าทายให้เกิดขึ้นในหลาย ๆ ด้านซึ่งรวมถึงด้านการจัดการความเสี่ยงของธุรกิจด้วย คำถามที่มักพบบ่อย ๆ คือ บริษัทควรจะมีมาตรการรับมือกับวิกฤตการณ์ที่เกิดขึ้นในสื่อสังคมออนไลน์อย่างไร บทความฉบับนี้มีวัตถุประสงค์เพื่อพัฒนาแนวคิดของการจัดการวิกฤตการณ์ที่เกี่ยวกับข่าวลือต่าง ๆ ในสื่อสังคมออนไลน์ของธุรกิจภัตตาคารแบบเครือข่าย โดยเริ่มจากการให้คำจำกัดความเกี่ยวกับคำว่าวิกฤตการณ์ การจัดการวิกฤตการณ์ สื่อสังคมออนไลน์ และภัตตาคารเครือข่าย และผู้เขียนได้การนำแนวคิดการจัดการวิกฤตการณ์ 3 ขั้นตอนของ Coombs มาอธิบายเกี่ยวกับแนวทางการจัดการวิกฤตการณ์ของภัตตาคารแบบเครือข่าย
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บทความวิชาการ
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Penrose, J. M. (2000). The role of perception in crisis planning. Public Relations Review,26(2), pp. 155–171.
Richardson, B. (1994). Socio-technical disasters: profile and prevalence. Disaster Prevention and Management, 3(4), pp. 41-69.
Scott, E. (2013). Chain VS Franchise. Retrieved on June 17, 2018 from http://smallbusiness.chron.com.
Solis, B. (2007). The definition of social media. Retrieve on May 13, 2018 from http://www.webpronews.com
YouTube (2018). Statistics. Retrieved on June 13, 2018 from https://www.youtube.com.
Veil, S.R., T. Buehner and M.J. Palenchar. (2011). A work-in-process literature review: Incorporating social media in risk and crisis communication. Journal of Contingencies and Crisis Management, 19(2), pp. 110-122.
Augustine N. R. (1995). Managing the crisis you tried to prevent. Harvard Business Review, 73(6), pp. 147-158.
Bateson, J and Hoffman, K. (2017). Service marketing: Concepts, strategies, and cases. 5th edition. Mason: South-Western College Pub.
Bertsche, E. (2010). Bridging babel: New social media and interreligious and intercultural understanding. Georgetown University. Retrieved on June 13, 2018 from http://repository.berkleycenter.georgetown.edu//UGFNewSocialMedia.pdf.
Burnett, J. J. (1999). A strategic approach to managing crises. Public Relations Review, 24(4), pp. 475-488.
Burusnukul, P., Binkley, M., and Sukalakamala, P. (2011). Understanding tourists' patronage of Thailand foodservice establishments: An exploratory decisional attribute approach. British Food Journal, 113(8), pp. 965-981.
Coombs, W. T. and Holladay, S. J. (2002). Helping crisis manager protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly, 16(2), pp. 165-186.
Coombs, W.T. (2019), Ongoing crisis communication: Planning, managing, and responding. Thousand Oaks: Sage Publications.
Evans, D. and Bratton, S. (2012). Social media marketing: An hour a day. 2nd edition. Indiana: Wiley Publishing.
Facebook. (2018). Statistics. Retrieved on June 13, 2018 from http://www.facebook.com.
Fassh, R.E., Dipietro, R., and Smith, W. (2015). Pay more for McLocal? Examining motivators for willingness to pay for local food in a chain restaurant setting. Journal of Hospitality Marketing and Management, 24, pp. 411-434.
Fearn-Banks, K. (2017), Crisis communications: A casebook approach, 5th edition. Kentucky: Routledge.
Fotis, J., Buhalis, D., Rossides N. (2012). Social media use and impact during the holidaytravel planning process. Information and Communication Technologies in Tourism. Vienna: Springer-Verlag, pp. 13-24.
Hale, J. E., Dulek, R. E. and Hale, D. P. (2005). Crisis response communication challenges. Journal of Business Communication, 42(2), pp. 112-134.
Hollensen, S. (2014). Global marketing: A decision-oriented approach. 5th edition. Harlow: Pearson Education.
Hubspot. (2012). “120 Marketing stats, charts and graphs”. Retrieved on May 15, 2018 from https://cdn2.hubspot.net.
Jaques, T. (2007), Issue management and crisis management: An integrated, non-linear, relational construct. Public Relations Review, 33(2), pp. 147-157.
Java, A., Song, X., Finin, T., and Tseng, B. (2007). Why we Twitter: Understanding microblogging usage and communities. Retrieved on June 13, 2018 from http://ebiquity.umbc.edu.
Kasikorn Research Center. (2015). A growth of chain restaurants. K Econ Analysis, 19(2377), pp. 1-5.
Lerbinger, O. (2012), The crisis manager: Facing disasters, conflicts, and failures. New York: Routledge.
McCartney, M., Crandall, W. and Ziemnowicz, C. (1999). Why plan for something bad if it may not happen?. Internal Auditing, 14(1), pp. 11–17.
Meyers, G. C., and Holusha. (2018). Managing crisis: A positive approach. Boston: Houghton Mifflin.
Millar, D.P. and Heath, R.L. (2004). Responding to crisis: A rhetorical approach to crisis communication. New Jersey: Lawrence Elbaum Associates.
Nowak, A. (2008). IPhone description- part I. Retrieved on June 13, 2018 from http://www.articlesbase.com/computers-articles/iphone-description-part-i-420010.html.
Ostrow, A. (2010). YouTube is the top social media innovation of the decade, Retrieved on June 13, 2018 from source: http://mashable.com/2009/12/22/youtube-2010/.
Pearson, C. M., and Mitroff, I. I. (1993). From crisis prone to crisis prepared: A framework for crisis management. The Academy of Management Executive, 7(1), pp. 48-59.
Pearson, C.M. and Clair, J.A. (1998), Reframing crisis management. Academic Management Review, 23(1), pp. 59–76.
Penrose, J. M. (2000). The role of perception in crisis planning. Public Relations Review,26(2), pp. 155–171.
Richardson, B. (1994). Socio-technical disasters: profile and prevalence. Disaster Prevention and Management, 3(4), pp. 41-69.
Scott, E. (2013). Chain VS Franchise. Retrieved on June 17, 2018 from http://smallbusiness.chron.com.
Solis, B. (2007). The definition of social media. Retrieve on May 13, 2018 from http://www.webpronews.com
YouTube (2018). Statistics. Retrieved on June 13, 2018 from https://www.youtube.com.
Veil, S.R., T. Buehner and M.J. Palenchar. (2011). A work-in-process literature review: Incorporating social media in risk and crisis communication. Journal of Contingencies and Crisis Management, 19(2), pp. 110-122.