International Journal of Interdisciplinary Research
From: Global fashion retailers’ responses to external and internal crises during the COVID-19 pandemic
Response option | Response strategy | Details of the strategy |
---|---|---|
Deny Response Option | Attack the accuser | Crisis manager confronts the person or group claiming that something is wrong with the organization The organization threatened to sue those who claim that a crisis occurred |
Denial | Crisis manager asserts that there is no crisis The organization says that no crisis event occurred | |
Scapegoat | Crisis manager blames some person or group outside of the organization for the crisis The organization blames the supplier for the crisis | |
Diminish Response Option | Excuse | Crisis manager minimizes organizational responsibility by denying intent to do harm and/or claiming inability to control the events that triggered the crisis The organization says that it did not intend for the crisis to occur and that accidents happen as part of the operation of any organization |
Justification | Crisis manager minimizes the perceived damage caused by the crisis The organization says the damage and injuries from the crisis were very minor | |
Deal Response Option | Ingratiation | Crisis manager praises stakeholders and/or reminds them of past good works done by the organization The organization thanks stakeholders for their help and reminds stakeholders of the organization’s past effort to help the community and to improve the environment |
Concern | Crisis manager expresses concern for the victims The organization expresses concern for the victims | |
Compassion | Crisis manager offers money or other gifts to the victims The organization says that it felt bad that the crisis incident occurred | |
Regret | Crisis manager indicates the organization feels bad about the crisis The organization says that it felt bad that the crisis incident occurred | |
Apology | Crisis manager indicates that the organization takes full responsibility for the crisis and asks stakeholders for forgiveness The organization publicly accepts full responsibility for the crisis and asks stakeholders to forgive the mistake |