1 / 5

Amici Restaurant Friendly staff Delicious food Extremely child friendly Spacious parking

Amici Restaurant Friendly staff Delicious food Extremely child friendly Spacious parking 8.4 over-all rating Impressive Superb service Highly recommended Excellent menu. Managing Negative P ublicity By: Naomi Strickland & Ana Harrison Comm 7536 May 31, 2010.

dahlia
Download Presentation

Amici Restaurant Friendly staff Delicious food Extremely child friendly Spacious parking

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Amici Restaurant • Friendly staff • Delicious food • Extremely child friendly • Spacious parking • 8.4 over-all rating • Impressive • Superb service • Highly recommended • Excellent menu Managing Negative Publicity By: Naomi Strickland & Ana Harrison Comm 7536 May 31, 2010

  2. 1 upset diner & personal email • Urged people to boycott the restaurant • Bookings cancelled • Loss $4000-$5000 a week • Email read to a hospitality class • Thousands in Whangarei received email • Reported in the Northern Advocate & • nzherald online • If accusations are true or not • Company perception of is damaged • Stakeholders expand • Anger energisers people • People avoid buying product

  3. Negative Word of Mouth • Tell up to 15 others • Hear via the media • Has long lasting effects • Affects purchasing habits • Negative W.O.M has stronger effect on • customer evaluations than positive • Corporate Social Responsibility (CSR) • Major influence on how consumers evaluate • Helps a company build a reputation • Protects image against negative publicity or • help restore it • VS • Minimal emphasis on accusation: • Denial:Claims there is no crisis. • Attack: Confronts person/group • Scape-goating :shift the blame

  4. As Reputation Management Practitioners – What’s the Answer? • Communication is the Key • Internal Communication : * Must Get Household in order 1st • External Communication : *Visible*Honest*Show Concern*Apologetic*Sincere *Generous &*Respectful

  5. Conclusion • Some crisis can be prevented by effective issues management and the effects of others mitigation. Ultimately, crises – in some form or shape – are inevitable. What we do before, during and after a crisis can make the difference to how well our organisation survives it (Mersham,Theunissen,Peart,2009)

More Related