공급 사슬 고장 기간에 따른 대응 전략의 효과성 연구

박철순 한국생산관리학회 2023 한국생산관리학회지 Vol.34 No.4

Today supply chains have become more complex and exposed to more diverse risks due to globalization. It is essential for the supply chain to choose and implement a response strategy that fits the characteristics of the risk. In particular, it is necessary to use appropriate response strategies according to the period of failure. Based on literature research, this study presented hypotheses on the effectiveness of the response strategy on the failure period and tested the hypotheses using simulation and regression analysis. As for the response strategy, we investigated surplus inventory strategy, multiple sourcing strategy, and contingent rerouting strategy. As a result, the longer the failure period of the supply chain, the lower the effect of the surplus inventory strategy, while the effect of the multiple sourcing strategy increased. The contingent rerouting strategy showed a lower effect than non-response when the failure period was short, but when the failure period was long, it showed the best effect among the three strategies. Furthermore, the effect of the surplus inventory strategy further decreased as the demand increased sharply, and the effect of the multiple sourcing strategy further increased. The contingent rerouting strategy has seen a dramatic increase in response effects as the failure period increases when market demand increases sharply.

위기의 강도를 고려한 효과적인 위기대응전략

나준희,이창환 한국상품학회 2017 商品學硏究 Vol.35 No.6

In the course of doing business, businesses are constantly faced with various crises. Crisis tends to occur not only by the company's own factor but also by its social and environmental factors. When faced with a crisis, businesses try to overcome it with appropriate and effective response strategies. To do so, companies need to grasp the exact details of the crisis. A thorough examination is needed to determine whether the nature of the crisis is a capable or moral factor of the firm. And specific predictions are needed about the extent to which the intensity of the crisis affects businesses. This can determine the company's risk response strategy. This study conducted a study by separating crisis response strategies into denial and refutation strategies, silence strategies and apology strategies. In particular, it was judged that the crisis response strategy of this study would be affected by the strength of the crisis. That is, the crisis response strategy was studied, taking into account the crisis strength. Research has shown that in the event of weak risk strength, the apple strategy is a more effective crisis response strategy than the denial and counterargument strategies, and the silence strategies. However, in the case of strong crisis intensity, denial and refutation strategies were most effective, and in the second order, an apology strategy was confirmed to be an effective crisis response strategy. A quiet strategy was the most ineffective one regardless of the intensity of the crisis. 경영활동을 하는 과정에서 기업은 다양한 위기에 끊임없이 처하게 된다. 위기는 기업 자체적 요인뿐만 아니라 사회 환경적 요인에 의해서도 나타나는 경향이 있다. 위기에 직면했을 때 기업은 적절하고 효과적인 대응전략을 통해 위기를 극복하려 한다. 이를 위해 기업은 위기에 대한 정확한 내용 파악이 필요하다. 위기의 성격이 기업의 능력적인 요인인지 아니면 도덕적인 요인인지의 면밀한 파악이 필요하다. 그리고 위기의 강도가 기업에 미치는 영향이 어느 정도인지에 대한 구체적인 예측이 필요하다. 이를 통해 기업의 위기대응전략이 결정될 수 있다. 본 연구는 위기대응전략을 부인 및 반박 전략, 침묵 전략, 사과 전략으로 구분하여 연구를 진행하였다. 특히 본 연구의 위기대응전략이 위기의 강도에 영향을 받을 것으로 판단하였다. 즉, 위기 강도를 고려한 위기대응전략에 대한 연구를 진행하였다. 연구결과, 위기 강도가 약한 경우에는 사과 전략이 부인 및 반박 전략, 침묵 전략에 비해 더 효과적인 위기대응전략임을 파악할 수 있었다. 그러나 위기 강도가 강한 경우에는 부인 및 반박 전략이 가장 효과적이었으며, 차선으로 사과 전략이 효과적인 위기대응전략임을 확인할 수 있었다. 침묵 전략은 위기 강도에 관계없이 가장 비효과적인 위기대응전략이었다.

한국인의 대화에 나타난 비공감적 화용 양상 분석 ― 공감적 청자 반응 전략의 부적절한 사용양상을 중심으로 ―

이혜원 ( Lee Hyewon ) 한국텍스트언어학회 2019 텍스트언어학 Vol.46 No.-

This study was designed to analyse inappropriate use patterns of empathic listener response strategies by collecting ordinary conversation data of Korean people. Among empathic understanding responses, in the type of receptive listening, the ‘feeling expression’ strategy was realized in inappropriate ways, such as expression of negative feelings, disregard of the opponent and excessive expression of subjective feelings, and the ‘expatiation’ strategy was realized as listener’s arbitrary interpretation or patterns like assessing, judging, and concluding. The ‘information request’ strategy was realized as a series of questions that were not related to topics. When it comes to empathic emotional concentration responses, in the type of ‘active listening’, negative ‘paraphrasing’ patterns, such as speculation or criticism were found, in addition to the absence of ‘inferential empathy’ strategy. ‘Suggestion of cases’ was realized as self-display and ‘induction of objective perspectives’ was realized in inappropriate ways, such as unilateral advice or counsel. Inthe type of ‘encouragement’, the absence of the ‘consolation’ strategy was remarkable, and criticism, disregard and advice were found at the relevant point. Among empathic conversation cooperation responses, in the type of opponent utterance induction, the ‘direct response utterance request’ strategy was realized in inappropriate ways like compulsion of utterances and disregard of the opponent, and the ‘indirect response utterance request’ strategy was realized in inappropriate ways like wrong prediction. In the type of presentation of opinions, disregard of opponent opinions and unilateral opinions were found at the point of the ‘perspective difference’ strategy, and the ‘agreement’ strategy was also realized in inappropriate ways, such as limited and incomplete agreement.

SNS 루머에 대한 패션 기업의 대응전략은 효과적인가? : 루머 대응전략, 소비자 감동, 신뢰 및 기업 명성에 관한 연구

이은진 한국생활과학회 2022 한국생활과학회지 Vol.31 No.6

본 연구에서는 패션 기업의 SNS 루머 대응 전략이 소비자 감동과 신뢰에 미치는 영향과 소비자 감동 및 신뢰가 기업 명성에 미치는 영향을 분석하여 SNS 루머 위기에 대한 효과적인 대응전략을 제시하고자 하였다. SNS를 이용하는 20~30대의 패션 소비자를 대상으로 성별, 연령별 비중을 고려하여 설문조사를 진행하였고, 그 결과 SNS 루머 대응 전략은 침묵, 부인, 반박, 환심 및 변명전략으로 분류되었다. 이들 전략 중 환심전략과 변명전략은 소비자 희열과 온정에 정(+)의 영향을 미쳤고, 부인전략은 소비자 환희에 정(+)의 영향을 미쳤다. 반박전략은 환희에 긍정적인 영향을 주었지만 희열에는 부정적인 영향을 미쳤다. 또한, SNS 루머에 대한 반박전략과 환심전략은 신뢰에 긍정적인 영향을 미쳤다. 기업 명성은 기업 경영능력, 커뮤니케이션 및 정체성으로 분류되었으며, 소비자 감동과 신뢰는 패션 기업의 명성에 긍정적인 영향을 미쳤다. 결론적으로, 본 연구는 패션 기업의 SNS 루머 대응 전략이 소비자의 마음을 움직이고 감동을 주거나 신뢰를 이끌어내기 위한 효과적인 전략임을 확인하였다. 본 연구의 결과는 루머에 대응하기 위한 전략수립의 중요성을 강조하고 SNS 루머에 대한 효과적인 대응전략을 제시함으로써 기업의 지속가능한 발전에 기여할 수 있을 것이다. This study analyzed effect of fashion company's SNS rumor response strategy on consumer delight and trust and effect of consumer delight and trust on company reputation. Accordingly, this study proposed an effective strategy for responding to SNS rumor crisis. A survey was conducted with fashion consumers in their 20s and 30s who used SNS in consideration of the proportion by gender and age. Results showed that the SNS rumor response strategy could be classified into silence, denial, rebuttal, favor, and excuse strategies. Among these strategies, the favor and excuse strategy positively affected gladness and warmth. Denial strategy positively affected joy of consumer delight. The rebuttal strategy positively affected joy, but negatively affected gladness. In addition, the rebuttal and favor strategy in response to SNS rumor positively affected trust. Company reputation was classified into company management ability, communication and identity, and consumer delight and trust positively affected the reputation of fashion company. In conclusion, this study reveals that a fashion company's SNS rumor response strategy is an effective strategy to move consumers' hearts and impress them or lead to trust. Results of this study can contribute to sustainable development of companies by emphasizing the importance of establishing a strategy to respond to rumors and suggesting effective response strategy to SNS rumors.

한국어 거절 전략별 거절의 강도에 대한 인식 및 거절-응답 인접쌍 연구 -한국어 모어 화자와 중국인 학습자를 대상으로-

이암,정혜선 국제한국어교육학회 2019 한국어 교육 Vol.30 No.1

The purpose of this study is to examine how the intensity of refusal in Korean is recognized depending on the refusal strategy and to find out what types of response follow such refusal. For this purpose, the recognition of the intensity of refusal and the response from Koreans and Chinese advanced learners were compared focusing on the situations of request-refusal that occur in close personal relationships. According to the experiment, there were differences between Koreans and Chinese advanced learners in the recognition of the intensity of refusal in each strategy; however, both groups recognized the level of the intensity of refusal strategies in the order of ‘explanation> statement of alternative>future acceptance>denial of ability’. In recognizing the intensity of refusal, differences between groups were statistically significant in most strategies. On the other hand, the types of responses following the refusal strategy showed that the two groups had different rates of acceptance and re-required responses depending on the refusal strategy. Differences between the two groups such as the use of details and expressions, as well as unique responses that were given only by Koreans could be identified. This study gave meaningful insight into the recognition of the intensity of refusal depending on the refusal strategy and the consequent speech acts while examining the responses that were not covered much in the studies on adjacent pairs. Also, while existing studies were conducted mainly through drama analysis, it would be meaningful to subdivide the types of responses based on the collection of actual utterances from Koreans and compare them with the responses from Chinese learners of Korean to identify the difference.

학술세션 4 : 지식경영과 소셜미디어 ; 기업의 위기대응 전략에 대한 소셜 미디어 이용자의 반응 연구

심혜진,김보라,김우희,윤영준,최재혁,정윤혁 한국지식경영학회 2014 지식경영 학술심포지움 Vol.2014 No.1

The importance of online communication is getting increased by the rapid growth of smartphone supply and Social Network Site (SNS) use. Catching up with trend, firms are actively likely to use SNS to improve brand image, promote products, or communicate with customer, SNS is not only the place for firms` marketing activity, but it is also a 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 tries 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.

대화 촉진을 위한 공감적 청자 반응 전략 연구 -한국어 학습자를 중심으로-

이혜원 연세대학교 언어연구교육원 한국어학당 2015 외국어로서의 한국어교육 Vol.42 No.-

This study aimed to devise aggressive and empathic response strategies for smooth conversation and conversation promotion, based on empathy with an other person, that is to say, empathic listener response strategies for promoting a conversation. For achieving this purpose, the concept and the scope of empathic listener response strategies for promoting conversation were clarified. Then empathic listener responses were divided into an empathic understanding response, focusing on an empathic emotion response and an empathic conversation cooperation response and detailed strategies and realization aspects of each category were presented along with specific examples. firstly, Concentrated and attentive listening response, check and clarified question were devised for empathic understanding response to promote a conversation, based on an accurate understanding of Partner`s Speech and an empathic response. secondly, Encouragement, receptive listening and reflection were devised for focusing on an empathic emotion response to promote a true conversation through emotion sharing with an other person, based on an empathic understanding. Lastly, joint composition, opponent utterance induction and opinion suggestion were devised for an empathic conversation cooperation response to help, or encourage an other person to continue a comfortable conversation in an empathic conversation situation and the realization aspects were presented along with specific examples. The discussion in this study was made considering empathy as listener’s ability and conversation promotion factor, from a perspective of communication and the devised listener response strategies are significant, on the assumption that listener’s empathic response to other’s speech will contribute to conversation promotion.

가치혁신 생산전략의 성과: 생산전략의 새로운 패라다임

김지대,송영욱,김운우 한국기업경영학회 2013 기업경영연구 Vol.20 No.2

In the academic field of operations and production management, a new paradigm, called the value innovative operations strategy (VIOS), is attracting considerable attention. As advocated, the value innovative operations strategy puts its top priority on social responsibility operations capabilities, including the protection of environment, health and safety, and security. The purpose of this study is to confirm whether the value innovative operations strategy is migrated from the traditional operations strategy (TOS) in which economic operations capabilities such as cost, delivery date, flexibilities and quality were at the top operational concerns. Further, this paper is designed to understand contextual factors which are deemed to be appropriate for the value innovative operations strategy and their organizational characteristics for the operational activities. In this study, the areas of research questions are categorized and posited as follows: (1) the differences of organizational performance between the firms highlighting social responsibility operations capabilities and other firms putting an emphasis on the economic operations capabilities, (2) the organizational contexts, including competition intensity and organizational capabilities, which seem to be appropriate for the firms in pursuit of the value innovative operations strategy, and, finally, (3) the operational activities that fit the value innovative operations strategy, exemplified by the customer-centric orientation and strategic alliances with agility. For the purpose of empirical validation on the proposed hypotheses, an empirical survey was conducted, targeting the Korean manufacturing firms solely. The participants were the member firms in the panel organized by a trustworthy on-line marketing research company. The total number of the sample companies was 220, and knowledgeable key informants at each company were accessed. The types of industry included the automobile, semiconductor, chemical, pharmaceutical, shipbuilding, etc. With respect to the measure verification issue, a very robust and standardized process was implemented in order to ensure reliability and validity of all the variables. Further, the relevant statical techniques were used, including t analysis and the hierarchical regression analysis. Overall, the analysis shows that the most hypotheses were supported. The result of this study confirms that the firms implementing the value innovative operations strategy are more successful than the firms using the traditional operations strategy. More specifically, when the firms are confronted with more competitive environment, the performance of the firms using the value innovative operations strategy is statistically higher than that of the firms applying the traditional operations strategy. And, more critically, only when the firms implement the value innovative operations strategy in parallel with the customer-oriented operations strategy, and when the operations strategy is accompanied by the strategic alliance with external parties, they show a better performance which is resulting from the interplay among those organizational factors. The implications of the current study are as follows: first of all, a paradigm of operations strategy in the manufacturing industry is shifting from the TOS to the VIOS. This study confirms that from the traditional paradigm of stressing economic operations capabilities, the new paradigm of the value innovative operations strategy is emerging, which is aiming at providing new values to customers, by putting an emphasis on the firms’ social responsibility operations capabilities and by reducing the managerial focus on the economic operations capabilities. Secondly, this study sheds a light on the theory building on the value innovative operations strategy. This study, in particular, suggests critical contingent factors that are compatible with the value innovative operations strategy and their organizati... 본 연구의 목적은 제조기업의 생산전략이 원가, 납기, 유연성, 품질 요인과 같은 경제적 생산역량을 최우선적으로 강조하였던 전통적 생산전략에서 환경보호, 안전보건, 보안과 같은 사회적 책임 생산역량을 최우선으로 강조하는 가치혁신 생산전략으로 이동되고 있는지를 확인해 보는 것이다. 그리고 가치혁신 생산전략과 적합한 상황요인과 생산활동의 특성을 이해하고자 했다. 본 연구에서는 표본기업을 대상으로 사회적 책임 생산역량 비율(사회적 책임 생산역량 대 경제적 생산역량 비율)을 계산하였다. 그리고 상대적으로 사회적 책임 생산역량 비율이 높은 상위 1/3 기업집단을 가치혁신 생산전략 집단으로, 이 비율이 상대적으로 낮은 하위 1/3 집단을 전통적 생산전략집단으로 측정하였다. 본 연구가 국내 제조업을 대상으로 실증분석을 실시한 결과, 가치혁신 생산전략이 전통적 생산전략보다 성과가 좋은 것으로 나타났다. 특히 시장이 경쟁적인 상황에서 가치혁신 생산전략의 성과가 전통적 생산전략보다 통계적으로 유의하게 높다는 점을 알 수 있었다. 그리고 가치혁신 생산전략이 고객지향 생산활동과 병행될 때, 또한 가치혁신 생산전략이 외부기업과의 제휴활동과 병행될 때 상호작용 효과가 발생되어 성과가 증가하는 것으로 나타났다. 이러한 연구결과는 다음과 같은 시사점을 제공하고 있다. 첫째, 제조업의 생산전략 패러다임이 전통적 생산전략 패러다임에서 가치혁신 생산전략 패러다임으로 이동되고 있음을 시사하고 있다. 둘째, 본 연구 결과는 가치혁신 생산전략에 적합한 상황요인과 생산활동 특성을 제시함으로써, 가치혁신 생산전략의 이론적 틀을 세워나가는데 기여하고 있다고 평가할 수 있다.

기업의 위기 커뮤니케이션 전략과 그 전략의 활용 시점이 공중의 고객 기반 브랜드 자산 및 부정적 조직-공중 관계성에 미치는 영향

권지현(Kwon, Jee-Hyun),김수연(Kim, Soo-Yeon) 한국언론학회 2018 한국언론학보 Vol.62 No.1

This study employed a 3 (crisis communication strategy: accommodative response vs. defensive response vs. no response) x 2 (crisis communication response time: prompt response vs. delayed response) between-subjects experimental design. The results showed that prompt accommodative responses result in better reputational impact. Specifically, accommodative strategy was accepted more positively for participants compared to defensive or no responses. Regarding crisis communication implementation time, participants perceived prompt responses more positively than delayed responses. Interaction effects of crisis communication strategy and timeliness on corporation’s brand equity and negative dimensions of organization-public relationships were also confirmed. One interesting finding was that if corporations had decided to use no response strategy, they would need to continue that strategy over time, since changing a crisis communication strategy from no response to another strategy causes publics to have negative attitudes towards a corporation.

위기상황에서 전략적 침묵의 영향력에 관한 사례 연구: 카카오 데이터센터 화재와 SPC 계열사 직원 사망사건을 중심으로

최미연,이진,Jyoshita Nair,최윤형 한국광고학회 2023 광고학연구 Vol.34 No.6

This study aimed to validate the effectiveness of strategic silence by comparing it with apology strategies(e.g., Pang et al, 2022) in dealing with actual crisis cases involving Kakao and SPC. Content analysis of comments related to the real crisis cases revealed that both Kakao's planned silence and SPC's concealed silence did not show significant differences in reputation and behavioral intentions, both before and after breaking the silence(silence strategy) and during the crisis response (apology). Considering that the ultimate goal of crisis response strategies is to recover a damaged reputation, it is noteworthy that the apology strategy, known as the most effective response strategy, did not significantly differ from the silence strategy in terms of reputation. Interestingly, the results showed that using the apology strategy after breaking the silence actually increased perceived accountability compared to the pre-silence period(silence strategy) in both cases. These findings challenge the Westerncentric crisis theories(Coombs, 1999) that stigmatize silence strategies and suggest that strategic silence, when considered as part of crisis response strategies, might be more effective than apologies. This study holds significance in empirically validating the new possibilities of strategic silence as a crisis response strategy through real crisis cases. Additionally, it highlights the theoretical and practical implications of integrating strategic silence types and types of breaking the silence into crisis theories, calling for the development of a new matching system between crisis types and crisis response strategies. 본 연구는 실제 위기사례를(카카오, SPC) 대상으로 전략적 침묵의 유용성을(e.g., Pang et al, 2022) 사과전략과 비교하여 검증하고자 하였다. 실제 위기 사례 관련 기사의 댓글을 내용분석한 결과, 지연적 침묵이 계획적으로 깨진 카카오와 은폐적 침묵이 강제적으로 깨진 SPC 모두, 침묵깨짐 전(침묵 전략)과 침묵 깨짐 후(위기대응전략, 사과) 명성, 행동의도에 유의미한 차이를 보이지않았다. 위기대응전략의 궁극적 목표가 손상된 명성 회복이라는 점을 고려할 때 가장 효과적인 대응전략으로 알려진 사과전략이 침묵전략과 비교해 명성에 유의한 차이를 만들지 못했다는 점은 주목할 만 한 결과이다. 더욱 흥미로운 결과는 두 사례 모두에서 침묵 깨짐 후 사용한 사과전략이 침묵 깨짐 전(침묵 전략)에 비해 해당 기업의 책임성을 오히려 유의미하게 증가시켰다. 이러한 결과는침묵전략을 금기시 해 온 서구중심의 위기이론(Coombs, 1999)에 의문을 제기하며, 전략적 침묵이위기대응전략으로 고려될 때 가장 효과적인 위기대응전략이 사과가 아닐 수 있다는 가능성을 보여준다. 본 연구는 실제 위기사례를 통해 위기대응전략으로서 전략적 침묵의 새로운 가능성을 실증적으로검증했다는 데에 의미가 있다. 또한 전략적 침묵 유형, 침묵 깨짐 유형이라는 변인을 위기 이론에통합하여 기존의 위기 유형, 위기대응전략과의 새로운 매칭 시스템 개발의 필요성을 밝혔다는 데에이론적, 실무적 함의가 있다.