2021年年會論文 -什麼樣的道歉會被接受? 以形象修復理論探討 Youtuber 的危機處理
篇名
什麼樣的道歉會被接受? 以形象修復理論探討 Youtuber 的危機處理
作者
吳亭樺 劉孟儒
中文摘要

隨著 YouTube 等影⾳平台崛起,網紅的定義也不斷擴張,從過去的 部落客發展⾄YouTuber,究竟當網紅發⽣危機時,什麼樣的修復策略可以 挽回形象?本⽂採⽤量化內容分析法,以形象修復理論檢視危機傳播中, 網紅道歉策略的差異以及網友針對道歉是否會選擇饒恕,以及其留⾔情緒 為何。研究結果發現,網紅的逃避責任策略與網友感知到的誠意是負向顯 著的,此外,網紅使⽤修正⾏動策略對產⽣正向情緒是奏效的。

英文摘要

With the development of YouTube and other streaming media, the definition of social media influencer has been extending, from bloggers in the past to Youtubers now. And when crises happen, what kind of strategies can social media influencers use to restore their images? This study uses quantitative content analysis methods. The image restoration theory examines the differences between the strategies that social media influencers use and if netizens would choose to forgive as well as their emotions when commenting. The result found that the more social media influencer evade their crises, the fewer sincerity netizens could feel from them. Also, it has a positive effect on emotions for internet celebrities to use corrective action strategy.

中文關鍵詞
形象修復理論、網紅、饒恕、誠意、留⾔情緒
英文關鍵詞
: Image restoration theory, social media influencers, forgiveness, sincerity, message emotion
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