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Crisis management (what is a crisis? (Life cycle of a crisis (Crandall et…

- - - - special and distinct externally generated event
      - intense scruitny, short time span to resolve
      - surprising, vivid, emotional events - newsworthy - attract media attention
    - - solely about organisation (internally generated)
      - potential risk to reputation but not necesarily atract external attention
      - sabotage
        
        consumer brand sabotage
        
        employee brand saboteurs
        
        anti-company
        
        underwork
        
        service recovery failure
- - - - adopt customer POV
    - - avoid premature statements
      - focus on investigation
    - - evaluate benefits and costs
    - - align communications with customer perceptions