Give a recent example of a corporation that had to publicly manage a crisis. Did the company spokesperson respond effectively to stakeholders regarding the crisis? What should the company have done differently in its handling of the crisis?
It shall be noted that in later half of 2017, United Airlines staff in Chicago base asked passengers on-board flight number 3411 to voluntarily step out and make space for 4 passenger seats for United Airlines employees heading for Louisville. When no passenger volunteered, 4 passengers were hand-picked and were directly called out to vacate their seat and make room for the same. While 3 passengers complied, one passenger Dr. David Dao resisted.
Dr. David Dao was then mishandled and forcefully thrown out of the airplane, thrashed and beaten by airline staffs & airport police and forcibly dragged down the aisle of the plane.
It shall be noted that this portrayed United Airlines in bad light with respect to customer service delivery and costed a lot to the brand value.
The co-passengers made videos and posted on social networking sites & main stream media and video became viral.
This demonstrated United Airlines customer service failure.
The company spokesperson - CEO Oscar Munoz issues a statement describing it as re-accommodating the customers".
It is not considered a responsible response by CEO of the airlines. Such response is considered being made just to fulfill the minimum requirement. This did not help airline to re-gain & build a customer-focused brand.
The company should have immediately fired the employees who were into such violence. It should have compensated Dr. David Dao and issued an open apology letter for mishap done. It should have launched employee training program thereby re-committing its employees to deliver customer-centric services. The company should clearly lay out plan to handle accomodating its employee for fly for work emergencies that would not result in any inconvenience to existing passengers.
Give a recent example of a corporation that had to publicly manage a crisis. Did the...
The Holt family had previously developed a crisis plan but did not use anything in it during a recent severe crisis in their household. The therapist should: Confront the family about their neglect to use the plan they worked so hard on. Empathize with family members involved in the recent crisis and take a step back with the family to reevaluate the plan. Review the plan with the family pointing out to them when they could have used the planned...
Crisis management is one of the major functions of the manager. Discuss three major causes of crisis in organizations and the procedures in managing them effectively. Stakeholder management is critical to the survival and success of organizations. Organizations have many stakeholders/publics and so are their expectations and demands on the organization. These different and many expectations, coupled with the limited resources at the disposal of the organization put pressure on managers to prioritise these stakeholders and their expectations. As the...
You are the CEO of a major corporation whose databases were recently hacked, and sensitive customer information was stolen. The media has persistently asked you for some kind of statement regarding the situation and what the corporation is doing to protect its customers and prevent this from happening again. Would you, as the CEO, speak out about the crisis, or would you choose a frontline spokesperson to represent the corporation? Explain your choice. Address the following questions (even if you...
Identify a recent example of a corporation accused of false or deceitful advertising. How did it justify the claims made in its ad? Do you agree or disagree with the claims? Explain.
1.What is the most competitive work or school situation you have experienced? How did you handle it? 2.Give an example of when you had to teach someone a skill and what you did differently 3.What have you done in the past that demonstrates your commitment to continuous improvement? Note- please give appropriate answer. thanku!!
This is based on a course that is an Intro to Marketing Course: Give an example of an ethical violation by a company that has been covered in the news. a. Identify the company. In a few sentences, describe the ethical violation. b. Describe the company's response to the publicity of the ethical violation. c. Do you believe the company's response was adequate? Why or why not? If not, what suggestion(s) do you have on what the company could have...
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The Manchester Corporation manufactures wooden pictures frames. In order to better manage costs, the Manchester Corporation had previously developed the following standards for the manufacture of its product: Each unit should have 3/4 of a pound of direct materials purchased at $12 per pound. Each unit should be produced in 48 minutes at a direct labor cost of $16 per hour. The company had the following detailed retails: Actual production was 20,000 units using 14,600 pounds of direct materials at...
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