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 |