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KRİZ YÖNETİMİ: BİR ÖLÇEK GELİŞTİRME ÇALIŞMASI

Year 2020, Volume: 5 Issue: 2, 108 - 123, 26.10.2020

Abdullah Çalışkan

Abstract

Krizler ekonomi, siyaset, endüstri, finans, sağlık, eğitim gibi birçok alanda etkili olmakta, organizasyonları, yüksek derecede zararlar, istenmedik olay, durum ve sonuçlar ile karşı karşıya bırakmaktadır. Tüm örgütler için kriz durumunda ortaya çıkabilecek gelişmelere cevap verecek tutum ve davranışların refleks haline getirilmesi ve bunun sürdürebilirliğinin sağlanması önemlidir. Bu kapsamda, iş dünyası liderlerinin karşı karşıya gelebileceği en zor durumlardan birisinin kriz yönetimi olacağı değerlendirilmektedir. Bu çalışmada, her an krizlerle karşı karşıya kalması olası sektörler olan sağlık, eğitim ve sanayi sektörlerinden hareketle, tüm sektörlerde faaliyet gösteren işletme/kurumlardaki kriz yönetimi uygulamalarını belirleyebilmek ve ölçebilmek için bir “Kriz Yönetimi Ölçeği” geliştirilmesi amaçlanmıştır. Çalışma, sağlık, eğitim ve sanayi sektörü olmak üzere üç farklı örneklem grubundan elde edilen veriler ile yapılmıştır. Veri toplama aracı olarak çalışma grubu tarafından, literatür doğrultusunda 5’li Likert şeklinde hazırlanan 27 maddeden oluşan taslak ölçek kullanılmıştır. Veriler paket program ile analiz edilmiştir. Geçerlik ve güvenirlik çalışmaları doğrultusunda KFA ve DFA yapılmıştır. Analiz sonuçlarına göre “Kriz Yönetimi Ölçeği” üç alt boyut ve 23 maddeden oluşmuştur. Ayrıca, yapılan güvenilirlik analizleri sonucunda ölçeğin yüksek düzeyde güvenilir olduğu tespit edilmiştir. Kriz Yönetimi Ölçeğinin, kriz öncesi, esnası ve sonrasını içeren üç boyutlu yapısı ile, bundan sonra yapılacak araştırmalarda kriz yönetimi uygulamalarını belirlemeye ve ölçmeye yönelik önemli bir ihtiyacı karşılayarak alandaki bir boşluğu dolduracağı değerlendirilmektedir.

Keywords

Kriz Yönetimi Geçerlilik Güvenilirlik

References

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  • Arendt, C., LaFleche, M., & Limperopulos, M. A. (2017). A qualitative meta-analysis of apologia, image repair, and crisis communication: Implications for theory and practice. Public Relations Review, 43, 517-526.
  • Bakker, M. H., Van Bommel, M., Kerstholt, J. H., & Giebels, E. (2019). The interplay between governmental communications and fellow citizens’ reactions via twitter: Experimental results of a theoretical crisis in The Netherlands. Journal of Contingencies and Crisis Management, 27(3), 265–271.
  • Bayık, M. & Gürbüz, S., (2016). Ölçek uyarlamada metodoloji sorunu: yönetim ve örgüt alanında uyarlanan ölçekler üzerinden bir araştırma, The Journal of Human and Work, Volume 3(1), pp 1-20.
  • Bayntun, C., Rockenschaub, G., & Murray, V. (2012). Developing a health system approach to disaster management: A qualitative analysis of the core literature to complement the WHO Toolkit for assessing health-system capacity for crisis management. PLOS Currents, 4, e5028b6037259a. https://doi.org/10.1371/5028b6037259a
  • Blackman, D. & Ritchie B. W. (2008). Tourism Crisis Management and Organizational Learning, Journal of Travel & Tourism Marketing, 23:2-4, 45-57.
  • Bossong, R. (2013). EU Civilian crisis management and organizational learning. European Security, 22 (1), 94-112.
  • Brown, N.A., Billings, A.C. (2013), Sports fans as crisis communicators on social media websites. Public Relations Review, 39(1), 74-81.
  • Büyüköztürk, Ş. (2006). Sosyal Bilimler İçin Veri Analizi: İstatistik, Araştırma Deseni SPSS Uygulamaları ve Yorum. Ankara: PegemA Yayıncılık.
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  • Carmeli, A. S. (2008). Organisational crisis-preparedness: the ımportance of learning from failures. Long Range Planning, 41 (2), 177–196.
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  • Coombs, W.T., Holladay, S.J. (2009), Further explorations of post-crisis communication: Effects of media and response strategies on perceptions and intentions. Public Relations Review, 35(1), 1-6.
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  • Çalışkan, A. & Pekkan, N. Ü. (2020). Örgütsel dışlanma: bir ölçek uyarlama çalışması, Uluslararası İktisadi ve İdari Bilimler Dergisi, 6 (1), 51-60. DOI: 10.29131/uiibd.736413
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  • Çalışkan, A., Akkoç, İ. & Turunç, Ö. (2019). Yenilikçi davranış: bir ölçek uyarlama çalışması. Uluslararası İktisadi ve İdari Bilimler Dergisi, 5 (1), 94-111. DOI: 10.29131/uiibd.562196
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  • Dutta, S., & Pulling, C. (2011). Effectiveness corporate responses to brand crises: The role of crisis type and response strageties, Journal of Business Research, 64, 1281-1287.
  • Ercan İ & Kan İ. (2004). Ölçeklerde güvenirlik ve geçerlik, Uludağ Üniversitesi Tıp Fakültesi Dergisi, 30(3):211-216.
  • Fediuk, T.A., Pace, K.M., Botero, I.C. (2010), Crisis response effectiveness: Methodological considerations for advancement in empirical investigation into response impact. The Handbook of Crisis Communication. Malden, MA: Blackwell. p221-242.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50.
  • Graham, M. W., Avery, E. J., & Park, S. (2015). The role of social media in local government crisis communications. Public Relations Review, 41(3), 386–394.
  • Grundy, M. & Moxon, R. (2013). The effectiveness of airline crisis management on brand protection: A case study of british airways, Journal of Air Transport Management, 28, 55-61.
  • Gürbüz, S. & Şahin, F. (2018). Sosyal Bilimlerde Araştırma Yöntemleri (5. Baskı). Ankara: Seçkin Yayıncılık.
  • Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis, Seventh Edition Prentice Hall.
  • Halpern HA. The crisis scale: a factor analysis and revision. Community Ment Health J. 1975;11(3):295-300. doi:10.1007/BF01424810
  • Herbane, B. (2013). Exploring crisis management in uk small- and medium-sized enterprises, Journal of Contingencies and Crisis Management, 21/2, 82-95.
  • Hetu, S. N., Gupta, S., Vu, V. & Tan, G. (2018). A simulation framework for crisis management: Design and use, Simulation Modelling Practice and Theory, 85, 15-32.
  • Hitay, B. (2012). İşletmelerde Kriz Yönetimi. Araştırma ve Meslekleri Geliştirme Müdürlüğü Yayınları.
  • Holladay, S.J. (2010), Are they practicing what we are preaching? An investigation of crisis communication strategies in the media coverage of chemical accidents. The Handbook of Crisis Communication. Malden, MA: Wiley-Blackwell. p159-180.
  • Huang, Y.-C. , Tseng, Y.-P. & Petrick, J. (2008). crisis management planning to restore tourism after disasters: a case study from Taiwan. Journal of Travel and Tourism Marketing, 23 (2-4), 203-221.
  • Jamal, J., Abu Bakar, H. (2015), The mediating role of charismatic leadership communication in a crisis: A Malaysian example. International Journal of Business Communication, 20(1), 26-44.
  • Jaques, T. (2012), Crisis leadership: A view from the executive suite. Journal of Public Affairs, 12(4), 366-372.
  • Jurgens, M., & Helsloot, I. (2018). The effect of social media on the dynamics of (self) resilience during disasters: A literature review. Journal of Contingencies and Crisis Management, 26(1), 79–88.
  • Kalaycı, Ş. (2006). Faktör analizi. SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri, Asil Yayın Dağıtım.
  • Kent, M.L. (2010), What is a public relations “crisis”? Refocusing crisis research. The Handbook of Crisis Communication. Malden, MA: Wiley-Blackwell. p705-712.
  • Kim, Y. (2015), Toward an ethical model of effective crisis communication. Business and Society Review, 120(1), 57-81.
  • Lee, J., Woeste, J., H. & Healt, R., L., (2007). Getting ready for crises: strategic excellence, Public Relations Review, 33, 334-336. Lee, Y. & Harrald, J. R. (1999) Critical issue for business area impact analysis in business crisis management: Analytical capability, Disaster Prevention and Management: an International Journal, 8/3, 184 - 189.
  • Makkonen, H. P. (2014). Dynamic capabilities and firm performance in a financial crisis. Journal Of Business Research, 67 (1), 2707–2719.
  • Mazzei, A., Kim, J.N., Dell’Oro, C. (2012), Strategic value of employee relationships and communicative actions: Overcoming corporate crisis with quality internal communication. International Journal of Strategic Communication, 6(1), 31-44.
  • Meydan, C. & Şeşen, H. (2011). Yapısal Eşitlik Modellemesi AMOS Uygulamaları, Detay Yayıncılık, Ankara.
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  • Ritchie, B. W. (2004). Chaos, crises and disasters: A strategic approach to crisis management, Tourism Management, 25, 669-683.
  • Schermelleh-Engel K, Moosbrugger H & Müller H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness of-fit measures, Methods of Psychological Research Online, 8 (2), 23-74.
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CRISIS MANAGEMENT: A SCALE DEVELOPMENT STUDY

Year 2020, Volume: 5 Issue: 2, 108 - 123, 26.10.2020

Abdullah Çalışkan

Abstract

Crises may occur in many areas such as economy, politics, industry, finance, health, education, and lead to high levels of loss, damages, unwanted events, results in organizations. It is important for all organizations to reflex the attitudes and behaviors that will respond to the developments that may arise in a crisis situation and to ensure the sustainability of this. In this context, crisis management is considered to be one of the most difficult situations that business leaders may face. In this study, it is aimed to develop a “Crisis Management Scale” in order to determine and measure the crisis management practices in businesses / institutions operating in all sectors, based on the sectors that are likely to face crises at any time. The study was carried out with the data obtained from three different sample groups, health, education and industry sector. As the data collection tool, a draft scale consisting of 27 items prepared by the working group in the form of 5-point Likert in line with the literature that was used as a reference. The data were analyzed with a soft-ware package program. EFA and CFA were conducted in line with the validity and reliability studies. According to the analysis results, the "Crisis Management Scale" consists of three sub-dimensions and 23 items. In addition, as a result of the reliability analysis, the scale was found to be highly reliable. It is evaluated that the Crisis Management Scale will fill a gap in the field by meeting an important need for determining and measuring crisis management practices in future studies, with its three-dimensional structure that includes before, during and after the crisis.

Keywords

Crisis Management Validity Reliability

References

  • Alexander, D. E. (2014). Social media in disaster risk reduction and crisis management. Science and Engineering Ethics, 20(3), 717–733.
  • Arendt, C., LaFleche, M., & Limperopulos, M. A. (2017). A qualitative meta-analysis of apologia, image repair, and crisis communication: Implications for theory and practice. Public Relations Review, 43, 517-526.
  • Bakker, M. H., Van Bommel, M., Kerstholt, J. H., & Giebels, E. (2019). The interplay between governmental communications and fellow citizens’ reactions via twitter: Experimental results of a theoretical crisis in The Netherlands. Journal of Contingencies and Crisis Management, 27(3), 265–271.
  • Bayık, M. & Gürbüz, S., (2016). Ölçek uyarlamada metodoloji sorunu: yönetim ve örgüt alanında uyarlanan ölçekler üzerinden bir araştırma, The Journal of Human and Work, Volume 3(1), pp 1-20.
  • Bayntun, C., Rockenschaub, G., & Murray, V. (2012). Developing a health system approach to disaster management: A qualitative analysis of the core literature to complement the WHO Toolkit for assessing health-system capacity for crisis management. PLOS Currents, 4, e5028b6037259a. https://doi.org/10.1371/5028b6037259a
  • Blackman, D. & Ritchie B. W. (2008). Tourism Crisis Management and Organizational Learning, Journal of Travel & Tourism Marketing, 23:2-4, 45-57.
  • Bossong, R. (2013). EU Civilian crisis management and organizational learning. European Security, 22 (1), 94-112.
  • Brown, N.A., Billings, A.C. (2013), Sports fans as crisis communicators on social media websites. Public Relations Review, 39(1), 74-81.
  • Büyüköztürk, Ş. (2006). Sosyal Bilimler İçin Veri Analizi: İstatistik, Araştırma Deseni SPSS Uygulamaları ve Yorum. Ankara: PegemA Yayıncılık.
  • Byrne, B. M. (1994). Structural Equation Modeling With EQS and EQS/Windows. Thousand Oaks, CA: Sage Publications.
  • Caldiero, C., Taylor, M., Ungureanu, L. (2010), Organizational and media use of technology during fraud crises. The Handbook of Crisis Communication. New York: Blackwell. p396-409.
  • Carmeli, A. S. (2008). Organisational crisis-preparedness: the ımportance of learning from failures. Long Range Planning, 41 (2), 177–196.
  • Choi, J., Sung , S. & Kim, M. (2010). How do groups react to unexpected threats? crisis management in organizational teams, Social Behavior And Personality, 38 (6), 805-828.
  • Coombs, W.T. (2007a), Attribution theory as a guide for post-crisis communication research. Public Relations Review, 33(2), 135-139.
  • Coombs, W.T. (2007b), Protecting organization reputations during a crisis: The development and application of situational crisis communication theory. Corporate Reputation Review, 10(3), 163-176.
  • Coombs, W.T., Holladay, S.J. (2009), Further explorations of post-crisis communication: Effects of media and response strategies on perceptions and intentions. Public Relations Review, 35(1), 1-6.
  • Crandall, W., Parnell, J. A., & Spillan, J. E. (2013). Crisis manage-ment in the new strategy landscape. Los Angeles: SAGE Publications, Inc; Second Edition.
  • Çalışkan A. (2007). Organizasyonel Değişim Yönetimi ve Azerbaycan Cumhuriyeti’ndeki Türk Menşeli İşletmelerde Bir Uygulama, Süleyman Demirel Üniversitesi, Sosyal Bilimler Enstitüsü, Yayınlanmamış Doktora Tezi, Isparta.
  • Çalışkan, A. & Pekkan, N. Ü. (2020). Örgütsel dışlanma: bir ölçek uyarlama çalışması, Uluslararası İktisadi ve İdari Bilimler Dergisi, 6 (1), 51-60. DOI: 10.29131/uiibd.736413
  • Çalışkan, A. (2019). Değişime direnç: Bir ölçek uyarlama çalışması, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 24, (2), 237-252.
  • Çalışkan, A., Akkoç, İ. & Turunç, Ö. (2019). Yenilikçi davranış: bir ölçek uyarlama çalışması. Uluslararası İktisadi ve İdari Bilimler Dergisi, 5 (1), 94-111. DOI: 10.29131/uiibd.562196
  • Dawar, N., & Lei, J. (2009). Brand crises: The roles of brand familiarity and crisis relevance in determining the impact on brand evaluation, Journal of Business Research, 62, 509-516.
  • De Vellis, R. F. (2003). Scale Development: Theory and Applications (2nd ed., Vol. 26). Thousand Oaks, CA: Sage Publications.
  • Dutta, S., & Pulling, C. (2011). Effectiveness corporate responses to brand crises: The role of crisis type and response strageties, Journal of Business Research, 64, 1281-1287.
  • Ercan İ & Kan İ. (2004). Ölçeklerde güvenirlik ve geçerlik, Uludağ Üniversitesi Tıp Fakültesi Dergisi, 30(3):211-216.
  • Fediuk, T.A., Pace, K.M., Botero, I.C. (2010), Crisis response effectiveness: Methodological considerations for advancement in empirical investigation into response impact. The Handbook of Crisis Communication. Malden, MA: Blackwell. p221-242.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50.
  • Graham, M. W., Avery, E. J., & Park, S. (2015). The role of social media in local government crisis communications. Public Relations Review, 41(3), 386–394.
  • Grundy, M. & Moxon, R. (2013). The effectiveness of airline crisis management on brand protection: A case study of british airways, Journal of Air Transport Management, 28, 55-61.
  • Gürbüz, S. & Şahin, F. (2018). Sosyal Bilimlerde Araştırma Yöntemleri (5. Baskı). Ankara: Seçkin Yayıncılık.
  • Hair, J. F. J., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis, Seventh Edition Prentice Hall.
  • Halpern HA. The crisis scale: a factor analysis and revision. Community Ment Health J. 1975;11(3):295-300. doi:10.1007/BF01424810
  • Herbane, B. (2013). Exploring crisis management in uk small- and medium-sized enterprises, Journal of Contingencies and Crisis Management, 21/2, 82-95.
  • Hetu, S. N., Gupta, S., Vu, V. & Tan, G. (2018). A simulation framework for crisis management: Design and use, Simulation Modelling Practice and Theory, 85, 15-32.
  • Hitay, B. (2012). İşletmelerde Kriz Yönetimi. Araştırma ve Meslekleri Geliştirme Müdürlüğü Yayınları.
  • Holladay, S.J. (2010), Are they practicing what we are preaching? An investigation of crisis communication strategies in the media coverage of chemical accidents. The Handbook of Crisis Communication. Malden, MA: Wiley-Blackwell. p159-180.
  • Huang, Y.-C. , Tseng, Y.-P. & Petrick, J. (2008). crisis management planning to restore tourism after disasters: a case study from Taiwan. Journal of Travel and Tourism Marketing, 23 (2-4), 203-221.
  • Jamal, J., Abu Bakar, H. (2015), The mediating role of charismatic leadership communication in a crisis: A Malaysian example. International Journal of Business Communication, 20(1), 26-44.
  • Jaques, T. (2012), Crisis leadership: A view from the executive suite. Journal of Public Affairs, 12(4), 366-372.
  • Jurgens, M., & Helsloot, I. (2018). The effect of social media on the dynamics of (self) resilience during disasters: A literature review. Journal of Contingencies and Crisis Management, 26(1), 79–88.
  • Kalaycı, Ş. (2006). Faktör analizi. SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri, Asil Yayın Dağıtım.
  • Kent, M.L. (2010), What is a public relations “crisis”? Refocusing crisis research. The Handbook of Crisis Communication. Malden, MA: Wiley-Blackwell. p705-712.
  • Kim, Y. (2015), Toward an ethical model of effective crisis communication. Business and Society Review, 120(1), 57-81.
  • Lee, J., Woeste, J., H. & Healt, R., L., (2007). Getting ready for crises: strategic excellence, Public Relations Review, 33, 334-336. Lee, Y. & Harrald, J. R. (1999) Critical issue for business area impact analysis in business crisis management: Analytical capability, Disaster Prevention and Management: an International Journal, 8/3, 184 - 189.
  • Makkonen, H. P. (2014). Dynamic capabilities and firm performance in a financial crisis. Journal Of Business Research, 67 (1), 2707–2719.
  • Mazzei, A., Kim, J.N., Dell’Oro, C. (2012), Strategic value of employee relationships and communicative actions: Overcoming corporate crisis with quality internal communication. International Journal of Strategic Communication, 6(1), 31-44.
  • Meydan, C. & Şeşen, H. (2011). Yapısal Eşitlik Modellemesi AMOS Uygulamaları, Detay Yayıncılık, Ankara.
  • Meyers, L.S., Gamst, G. C. & Guarino, C. (2005). Applied Multivariate Research: Design and Interpretation‖, SAGE Publications. ISBN-13: 978-1412904124.
  • Ocak, M. (2020). Amos İle Adım Adım Yapısal Eşitlik Uygulamaları, Ekin Yayınevi, Bursa.
  • Pan, P. L., & Meng, J. (2016). Media frames across stages of health crisis: A crisis management approach to news coverage of flu pandemic. Journal of Contingencies and Crisis Management, 24 (2), 95–106.
  • Pheng, L.,S. & David, K. H., (1999). Crisis management: survey of property development firms, Property Management, Vol. 17, No. 3.
  • Pira, A., & Sodohol, Ç. (2008). Kriz Yönetimi, Halkla İlişkiler Açısından Bir Değerlendirme. (2. Baskı). İstanbul: İletişim Yayıncılık.
  • Ponis, S. T., & Ntalla, A. (2016). Crisis management practices and approaches: Insights from major supply chain crises. Procedia Economics and Finance, 39, 668-673.
  • Ritchie, B. W. (2004). Chaos, crises and disasters: A strategic approach to crisis management, Tourism Management, 25, 669-683.
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Details

Primary Language Turkish
Journal Section Makaleler
Authors

Abdullah Çalışkan 0000-0001-5746-8550

Publication Date October 26, 2020
Submission Date September 30, 2020
Published in Issue Year 2020Volume: 5 Issue: 2

Cite

APA Çalışkan, A. (2020). KRİZ YÖNETİMİ: BİR ÖLÇEK GELİŞTİRME ÇALIŞMASI. Türk Sosyal Bilimler Araştırmaları Dergisi, 5(2), 108-123.