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🅱️1️⃣1️⃣ & 🅱️1️⃣2️⃣ (Crisis Management (Org's evaluate…

- - - - Reconcepulises marketing as service-for-service exchange
      - Value as being co-created by both parties to an exchange
      - Vargo & Lusch, 2017
  - - - Buyer-maintains
      - Bilateral
      - Sekker-maintained
    - - 30Rs
      - Special market
        
        R4-R17
      - Classic market
        
        R1-R3
      - Mega
        
        R18-R23
      - Nano
        
        R24-R30
    - - Christopher et al., 2002
        
        Ladder of loyalty
  - - - Economic
      - Behavioural
      - Psychological
  - - - Norms
      - Dependance
      - Trust
      - Commitment
    - - Transactional
      - Transitional
      - Damaged
      - Communal
- - - - Internal team peer
      - Internal project peer
      - Internal corporate
      - Line management
  - - - Cynics
      - Agonstics
      - Champion
      - Saboteurs
- - - - Fake news
      - Digital media
      - Spillover effect
      - Rebound effect
    - - Brand saboteurs
        
        Consumer
        
        Deliberate
        
        5️⃣ Key elements: definition
        
        Kähr et al., 2016 #
        
        Performed by
        
        Customer
        
        Non-customer
        
        Conscious and intentional act
        
        Objective to harm the brand
        
        Action acutely undertake
        
        Attempt to impair other consumers associations relating to that brand
        
        3️⃣ other factors
        
        Poor relationship with the brand
        
        Brand personality focusing on a single dimension
        
        Agressive personality
        
        Actions of org #
        
        Offer redress to attempt to reduce stress levels & de-escalate the situation
        
        Signal intention to take legal action
        
        Employee
        
        Types
        
        Anti-company behaviour
        
        Underperfomance
        
        Service recovery failure
    - - 4️⃣ step framework for managing scandals
        
        Tybout & Roeham, 2009
        
        1️⃣ Assess the incident
        
        2️⃣ Acknowledge the problem
        
        3️⃣ Formulate a response
        
        4️⃣ implement the response
      - Griffins (2008) top 🔟
        
        5️⃣ Watch the team dynamic
        
        6️⃣ Communicate early and often
        
        4️⃣ Focus on competence
        
        7️⃣ Don't forget your won people
        
        3️⃣ Understand powers and limitations
        
        8️⃣ Own the crisis
        
        2️⃣ Simplify the crisis management manual
        
        9️⃣ Practice, practice practice
        
        1️⃣ Prepare your leaders
        
        🔟 Show, don't tell
        
        Recommendations for best practice
  - - - Micro
      - Macro
    - - Stay relevent
      - Overtime
  - - - Deals with a crisis
      - Attribute blame
    - - Goodwill
      - Trust
      - Towards the brand
- - - - Market share
      - Awareness
      - Number of new products
      - Gross margin
      - Relative price
      - Sales
      - Customer
        
        Satisfaction
        
        Dissatifaction
      - Profit/ profitability
      - Distribution/ availability
    - - Equity
        
        Brand
        
        Customer
    - - Crane & Matten, 2016
    - - Short-term
      - Long-term
  - - - Separate effect of marketing
      - To other factors & changes
      - Occurring in the #
    - - Can be expensive
      - Function expected to justify expenditure
- - - - Customers
      - Companies
  - - - Cost
      - Outcomes
- - - - Marketing
        
        Internal
        
        External
      - So they match
    - - Use #
    - - Do at turning points
      - e.g. org change or new leadership
  - - - To engage
      - Be accessible