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International Journal of Interdisciplinary Research

Table 6 Comparison of the retailers’ crisis response strategies toward internal issues during the COVID-19 pandemic

From: Global fashion retailers’ responses to external and internal crises during the COVID-19 pandemic

  Zara (Inditex) H&M Uniqlo (Fast Retailing)
Deny response Scapegoat strategy: Did not admit the responsibility about the dismissal of supply chain workers, and attempted to emphasize suppliers’ responsibilities toward the incident Scapegoat strategy: Denied the responsibility about dismissals at garment factory workers, and attempted to emphasize suppliers’ responsibilities toward the incident  
Diminish response   Excuse strategy: Claimed that their lay-off decisions were made due to the financial difficulties caused by the uncontrollable pandemic  
Deal response Compassion strategy: Expressed responsibilities and promised full compensation for suppliers and employees Compassion strategy: Expressed responsibilities and promised compensation for supply chain workers and remaining orders Compassion strategy: Disclosed their commitment for payment to suppliers and actions to provide an educational program to help workers understand their rights in case of factory closure
  1. Summarized by authors based on the previous section