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초록
영어
Cybercrimes such as phishing scams are presenting recurring and pervasive threats worldwide, especially in the banking industry. Between December 2021 and January 2022, Singapore's second-largest local bank, OCBC Bank (OCBC), encountered its worst phishing scam. The current case study aims to analyze OCBC's crisis management efforts using Coombs' (2019) three-staged approach to crisis management. Findings suggest that OCBC failed to contain the crisis despite its base responses of instructing and adjusting information in the pre-crisis stage. However, the inclusion of compensation in its crisis response strategy coupled with reinforcing strategies had a positive impact on the bank's crisis recovery efforts.
목차
Abstract
ABOUT THE CASE
METHODOLOGY
ANALYSIS OF OCBC'S CRISIS RESPONSE
Pre-crisis (December 3 to December 23, 2021)
Crisis (December 24, 2021 to January 30, 2022)
Post-crisis (31 January 2022 Onwards)
DISCUSSION
LIMITATION AND SUGGESTION FOR FUTURE RESEARCH
REFERENCES
Appendix
ABOUT THE CASE
METHODOLOGY
ANALYSIS OF OCBC'S CRISIS RESPONSE
Pre-crisis (December 3 to December 23, 2021)
Crisis (December 24, 2021 to January 30, 2022)
Post-crisis (31 January 2022 Onwards)
DISCUSSION
LIMITATION AND SUGGESTION FOR FUTURE RESEARCH
REFERENCES
Appendix
키워드
저자정보
참고문헌
자료제공 : 네이버학술정보