기업의 위기관리 유형에 따른 성과 분석: 고객경험을 중심으로

초록

This study proposes the ‘Crisis Management Type 2×2 Matrix,’ which categorizes various accidents both inside and outside companies. The axes of this matrix include ‘the intention of action’ and ‘the possibility of company action,’ and the four cells in the matrix include four cases per cell representing each crisis type. The performance of these companies during the two years before and after the accidents is investigated based on disclosure data, such as sales and net profit. The investigation reveals that rapid response to a crisis is important, particularly in the contemporary business environment, in which various events and accidents impact consumers quickly. We expect that the suggested ‘Crisis Management Matrix’ and ‘Crisis Strategy Direction in Crisis Situation’ provide practicing managers and researchers an important framework to identify crisis types and decide on strategic directions.

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