Life Vest Or Straitjacket? Engaging Customers In The Crisis Management Service Encounter

Keywords

Communication strategy; Crisis management; Customer engagement; Safety security; Service satisfaction

Abstract

When a senior field journalist attempts to cover super typhoon Haiyan in the Philippines, body guards were assigned to protect end-up obstructing. Disagreements between the news team and security team followed. The teams had different opinions regarding how situations should be handled. The clients were not satisfied with the services provided by the security, while the security felt the clients failed to understand safety considerations. What should the security company have done to ensure safety while supporting the news team's objectives?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

163-170

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014027

Socpus ID

85041214726 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041214726

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