中文摘要：

危机是混沌情境中的吊诡问题,而非稳定情境中的驯服问题.危机常态化、复杂化、联动化,危机情境混沌化,显示了危机管理研究的局限和实践的困惑.本文基于2008-2013年危机管理成败案例,运用多案例分析和质性分析相结合的方法,构建了混沌情境下的危机管理理论和实践模型.从理论创新上讲,传统危机管理理论注重工具与方法;混沌情境下的危机管理注重问题认识和情境分析.该理论的核心观点有：利益相关者关系结构和冲突诉求,是混沌情境的主要生成要素;识别核心利益相关者是走出混沌情境的突破点;契约建构是组织危机管理成功的关键.从实践创新上讲,本文构建了危机管理的3R模型,并进行了案例验证.本文为混沌情境下的危机管理开创了研究视角,探索了研究框架,开发了管理模型,可以更好地指导危机管理实践.

英文摘要：

Crisis is a not a tame problem in stable environment but a wicked problem in chaotic situa- tion. Crises are much more normal, complex, and interdepend, while the crisis situation becomes much more chaotic. Then we need a breakthrough in crisis management research to address the theoretical and practical limitations. With a qualitative analysis of crisis management cases from 2008 to 2013, this paper proposes an innovative approach to reframe crisis management theory from the perspective of chaos theo- ry. From the theory breakthrough side, the traditional crisis management theory pays more attention to management tools and methods. In contrast, the new theory framework emphasizes on problem cognition and situation analysis. There are three main research conclusions. The first is that chaotic situation can be analyzed from the perspective of stakeholder. Second, focusing on the contract construction with the core stakeholder is the key to problem solving. And last, crisis management is not contract mending but con- tract reorganizing. From the practice breakthrough side, this paper builds an evidence-based 3R model, in- cluding reduction, recognition and reorganization. This paper establishes the foundation for crisis manage- ment in chaotic situation, and provides a better guide for management practice.