Preface | |
A Framework for Crisis Management | |
Visualizing Crisis Management | |
Setting the Context | |
Developing a Framework for Studying Crisis Management | |
A Framework for Crisis Management | |
Development of the Book | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: Pet Food Crisis | |
References | |
The Crisis Management Landscape | |
The SK-II Crisis | |
The Crisis Management Landscape | |
Business and Society's Increasing Reliance on the Internet | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: The BlackBerry Outage | |
References | |
Sources of Organizational Crises | |
Royal Caribbean | |
Crises and the External Environment | |
Crises and the Industry Life Cycle | |
Crises and the Organizational Life Cycle | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: The Perrigo Recall | |
References | |
Strategic Planning and Assessing Crisis Vulnerability | |
Source Perrier | |
A Strategic Approach to Crisis Prevention | |
Organizational Culture and Crisis Planning | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: InBev, Anheuser-Busch, and Spykes | |
References | |
Forming the Crisis Management Team and Plan | |
Concord College | |
Forming the Crisis Management Team (CMT) | |
The Crisis Management Plan (CMP) | |
Crisis Management Training | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: University of Colorado Hit With Crises Concerning Football Scandals and a "Free Speech" Problem | |
References | |
Organizational Strategy and Crises | |
Frontier Hotel | |
Strategy and Crises | |
The Strategic Control Process | |
Retrenchment Strategies | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: Don Imus | |
References | |
Crisis Management: Taking Action When Disaster Hits | |
The Ferry Crisis | |
The Beginning of the Crisis: Leadership, Strategies, and Activities | |
The Mid-Crisis Stage: Response and Mitigation | |
The End of the Crisis: Where to Go From Here? | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: The Explosion in Toulouse, France | |
References | |
Crisis Communication | |
BCT Hotel | |
Initiating the Communication Process | |
Crisis Communication With Internal Stakeholders | |
Crisis Communication With External Stakeholders | |
Evaluating the Success of the Crisis Communication Process | |
Crisis Communication Training | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: The "Accidental" Homicide | |
References | |
The Importance of Organizational Learning | |
TEDA Dynamics | |
Levels of Learning | |
Organizational Learning From a Crisis | |
Redesigning the Crisis Management Plan: The Learning Response | |
Improving the Crisis Management Process | |
Building a Learning Organization | |
Barriers to Learning | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: Repeated Violations | |
References | |
The Underlying Role of Ethics in Crisis Management | |
Hawks Nest | |
Background | |
What Is Business Ethics? | |
Landscape Survey: Uncovering the Ethical Boulders | |
Strategic Planning: Confronting the Ethical Boulders | |
Crisis Management: Further Considerations During an Ethical Crisis | |
Organizational Learning: Lessons From the Ethical Crisis | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: HP-- Where "Uncompromising integrity" and Unethical Behavior Collide | |
References | |
Chaos Theory: An Alternative Paradigm in the Study of Organizational Crises | |
The Malden Mills Fire | |
The Appeal of Chaos Theory | |
Components of Chaos Theory | |
Chaos Theory and Organizational Crises | |
Implications for Research and Management | |
Limitations on the Use of Chaos Theory | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: Comair Crash Shows That Details Matter | |
References | |
Emerging Trends in Crisis Management | |
The New Madrid Earthquake Fault | |
The Landscape Survey | |
Strategic Planning | |
Crisis Management | |
Organizational Learning | |
Summary | |
Questions for Discussion | |
Chapter Exercise | |
Mini Case: The Great Molasses Spill | |
References | |
Sample Outline of Items to Include in the Crisis Management Plan | |
Index | |
About the Authors | |
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