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Reading 18: Crisis Management (Harris, 2017) - Coggle Diagram

- - - - Consumer has aggressive personality
      - Poor relationship with brand
      - Brands focus
    - - Offer redress to reduce stress of consumer
      - Dissuade consumer from engagement in sabotage
  - - - Anti-company
      - Underperformance
      - Service recovery failure
      - Linked to
        
        Fear of litigation
        
        Lack of commitment
    - - Individual
      - Organisational
      - External
    - - Recruitment, training and appraisals
      - Management development programmes
      - Protecting and supporting employees
      - Realistic promises
      - Empowerment