联系我们

论文查询结果	返回搜索

论文编号：	13372
作者编号：	2120202938
上传时间：	2022/6/13 16:10:06
中文题目：	民航企业网络舆情危机管理研究——以Q航空公司为例
英文题目：	Research on network public opinion crisis management of Civil Aviation Enterprises -- Taking Q airlines as an example
指导老师：	徐曼 副教授
中文关键字：	民航企业；网络舆情；危机管理；4R理论
英文关键字：	Civil aviation enterprises；network public opinion；crisis management；4R Theory
中文摘要：	互联网和移动终端的飞速发展，为公众意见的自由流通和表达带来了前所未有的便利，由此，社会矛盾转化为舆情，呈现于互联网平台上成为了越来越普遍的现象。作为国家经济发展重要要素的企业，要赢得消费者、赢得市场，品牌和口碑至关重要，而负面的网络舆情危机可能给企业的品牌和口碑造成损害，甚至直接影响到企业的经营业绩。在各个行业中，民航业以其运行高专业性、产业高垄断性又同时作为国家交通产业的核心组成部分面向广大消费者，其各类经营主体尤其是航空公司网络舆情形势日渐严峻。 针对这一大背景，本研究主要运用量化分析法和案例分析法，从网络舆情危机的内涵、特征、形成和发展模式进行剖析，引入具有适用性的危机管理理论，包括危机管理4R理论和5S原则，并以Q航空公司为例，就民航企业的网络舆情危机管理作了详细探讨，陈述现状与问题，提出解决对策，并选取该公司新近发生的典型的网络舆情危机案例作为参考对照进行了具体分析。 本研究认为，包括Q航空公司在内的各民航企业的网络舆情危机特点表现为旅客网上服务投诉多发、运行安全被社会广泛关注、自媒体聚焦企业内部管理问题三大方面。本研究对Q航空公司的网络舆情管理现状问题及问题成因分别作了内外部层面分析，提出Q航空公司应持续健全网络舆情管理体系、完善相关流程设计、加强舆情管理实施保障三大方面进行改进，并结合了Q航空公司新近发生的一起安全生产事故造成的网络舆情危机作为具体案例实证以上的问题及对策分析。 本研究旨在通过理论及实践角度的探讨，为Q航空公司的网络舆情危机管理厘清思路、找准方向、促进提升，推动Q航空公司更加系统、科学地开展网络舆情危机管理，同时也希望能够给相关民航企业的网络舆情危机管理提供部分有价值的决策参考。
英文摘要：	The rapid development of the Internet and mobile terminals has brought unprecedented convenience to the free circulation and expression of public opinions. Therefore, it has become a more and more common phenomenon that social contradictions are transformed into public opinion and presented on the Internet platform. As an important element of national economic development, brand and word-of-mouth are very important for enterprises to win consumers and market. However, negative network public opinion crisis may damage the brand and word-of-mouth of enterprises, and even directly affect the business performance of enterprises. In various industries, the civil aviation industry faces the majority of consumers with its highly professional operation and high industrial monopoly, as well as the core part of the national transportation industry. The network public opinion situation of various business entities, especially airlines, is becoming more and more serious. In view of this background, this study mainly uses quantitative analysis and case analysis to analyze the connotation, characteristics, formation and development mode of network public opinion crisis, introduces applicable crisis management theory, including crisis management 4R Theory and 5S principle, and takes Q airlines as an example to discuss the network public opinion crisis management of civil aviation enterprises in detail, State the current situation and problems, put forward solutions, and select the recent typical network public opinion crisis cases of the company as a reference for specific analysis. This study believes that the network public opinion crisis of civil aviation enterprises, including Q airlines, is characterized by the frequent occurrence of passenger online service complaints, the widespread concern of the society about operation safety, and the focus of we media on the internal management of the enterprise. This study analyzes the current situation, problems and causes of Q airlines' network public opinion management at the internal and external levels, and puts forward that Q airlines should continue to improve the network public opinion management system, improve the relevant process design, and strengthen the implementation guarantee of public opinion management, Combined with the network public opinion crisis caused by a recent work safety accident in Q company as a specific case, this paper empirically analyzes the above problems and countermeasures. The purpose of this study is to clarify the thinking, find the right direction, promote the improvement of Q airline's network public opinion crisis management, and promote Q airline to carry out network public opinion crisis management more systematically and scientifically. At the same time, it also hopes to provide some valuable decision-making reference for the network public opinion crisis management of relevant civil aviation enterprises.
查看全文：	预览  下载(下载需要进行登录)