Services managers’ awareness of crisis management: attitudes and preparation

Priporas, Constantinos-Vasilios and Poimenidis, Ioannis (2008) Services managers’ awareness of crisis management: attitudes and preparation. Innovative Marketing, 4 (3). pp. 37-45. ISSN 1814-2427

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Abstract

All organizations, regardless of their success, will potentially face some kind of business crisis. The purpose of the current study was to explore managers’ awareness, attitudes, and implementation strategies with respect to crisis management (CM) in the service sector in Greece. The research was exploratory in nature and data was collected by carrying out semi-structured in-depth interviews with key managers in 26 companies. The open ended questions were content analyzed. Respondents identified the intangible nature of services, the service encounters, as well as the “front line employees’ performance” and the “recovery strategy responses to service failures” as the major reasons for business crisis in services organizations. Additionally, the results revealed that a limited number of companies realize the importance of crises and, rather than apply a proactive strategy, mainly depend on their managers’ experience.

Item Type:Article
Research Areas:Business School > Leadership, Work and Organisations
Business School > International Management and Innovation
ID Code:9408
Deposited On:22 Oct 2012 06:51
Last Modified:02 Jul 2014 11:05

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