:

" - -"

. -

1
 :

(Crisis) .

)(2009

).(2009

Stakeholders

..

" "

Communication Information

Leadership

.1 .

.2 .

.3

" :

" :

.1

.2

.3

-H0 .1

4
 H0 .2

H0 .3

5
 :

.1 .1

. .

. .

. .

.2 .2

. .

. .

.3 .3

. .

. .

. .

.1 :

) .(2008 :

.2 :

) .(2003

6
 .

(Brown,andHarve,2006,P.241) .

2004(6
) .

.3 :

) .2006 (22

CookandHunsaker,)

.(2001, P.258
.(ZemkeandSchaff,1989,P.65)

: .4

(Stone, 1995)

IncidentAccidentConflictCrisis

) 2005

.(334

. .

. .

.
.

. (Hwanwayonline,Maktoob10g.com)

.(SmithandPerry,2001,P.136)

.5

" "

)2005 .(47

.(RobandFisenbergandSchmitt,2007,P.108)

8
 :

-1 )) (2009 - () "

"(

"

"

-2 (2009) : .

" " " "

1936

".

" 1996
".

10


" " " "

1936

".

" : : (2009)14851 : -3

"

" :

."

-4 (2009)" :

11


-5 (2008) : .

" 1996

".

"All Hazard" Crisis Management :

-6 ( 2008 ) Sikich

.Planning

1992

.1

.2

12
.3

.4

.(

.5 .

"

"

.6

.7

.8

".

TheUSFinancialCrisis:Lessonsfrom :
-7 (2008) Nanto

Japan.

(1

(2

13


-8 (2005) :

) (.

) .

2008(29

. .

. .
(2005)Heller "EmployeeEmpowerment: -9

managementGivingPowertothepeople"

%56

-10 (2004)" : ".

14


" .1

.2

.3

.4

.5

.6

.7 ".

-1 :

15


) . 2006 .(6.

) 2008 (18.

+ = .

.(Spreitzer, 2007, p.6)

: Meaningfulness .

)2008

.(32.

: Competence .

16


(Spreitzer,1996,pp.483504)

: Self Determination .

(Deci,et.Al,1989PP.580590)

. :Impact

: .

. :

) 2008 (37.

. :

.(Martin,1992,P.192)

. :

.(Fernadez,etal,2004)

17


. :

.(Besterfield,2003,P.98)

.(LittleandFerris,2002,P.108)

. :

) 2008 .(42 .

) 2006 .(226 .

-2 :
:

18


" :"

""

) .(2004

19
 " " " " :

. 18

:
- : :
.1

20


.2

.3

: - :
.1

..

.2

.3

.4

.5

21


.1 .(2009)

. .

( . 2003 ) .2

: .

(2009) .(14851) : .3

( . 2005 ) .4

: .

.5 .(2009) -

( . 2004 ) .6

: .

.7 .(2004)

( . 2005 ) .8

) ( :

.(2009) .9

. . :

( . : 2008 ) .10

22
 .(2008) .11

: . .(2006) .12

. .(2009) .13

. :

.( 2009 ) .14

.2009\3\10 14030 :

1. Besterfield,D.H.,andothers(2003)TotalQualityManagement,
NewJersey:PrenticeHall.
2. Brown,D.R.andHarvery,D(2006).AnExternalApproachto
Organizationaldevelopment,NewJersey:PrenticeHall.
3. Cook, C.W and Hunsaker, P.L. (2001). Management and
Organizationalbehavior,Newyork:McgrowHill.
4. Deci, E.L., Connel J. P and Ryan, R. M. (1989). Self
Determination in a work organization. Journal of Applied
psychology,74,580,590.
5. Heller, Robert (2005). Employee Empowerment: Management
givingpowertothepeople.U.K.
6. Little, J. and Ferries, S. (2002) Self Funding Improvement
Teams.IndustrialManagement,44(6).
7. Martin,J.(1992).CulturesinOrganization:Threeperspective.
NewYork:Oxforduniversitypress.
8. Nanto, Dick K. (2008). The us Financial Crisis: Lessons from
Japan,USA:CRSReportforCongress.

23
9. Rao, Ramesh R. and Eisenberg and Schmitt, Ted, (2007).
Improving Disaster Management, Washington D.C : National
AcademyofScience.
10.Sikich, Geary W. (2008). " All Hazard " Crisis Management
Planning.U.S.A:LogicalManagementSystems,corp.
11.Smith,PerryM.(2000).RulesAndToolsforLeaders,NewYork:
AveryPublishingGroup.
12.Spreitzer, G. M. (1996). Social Structural Characteristics of
PsychologicalEmpowerment.AcademyofManagementJournal,
39,483504.
13.Zemek, R and Schaff, D (1989) The Service edge: 101
Companies that prophet from customer care. New york: New
AmericanLibrary.

24


....

-25 35 25 :

55 -45 55 -35 45

-3 6 3

10 -6 10

25
 .

26


27