Many organizations, at some point or another, have to face a crisis situation. In that scenario, the way in which the organization communicates makes or breaks the organization’s success in dealing with the crisis. Especially after the emergence of the social media, the impact of crisis communication on the process of successful crisis management has become even greater than before. Organizations have to take the initiative, to be proactive and create a plan for crisis communication. This paper is focused on the comparative study of the communication approaches followed by Cadbury and McDonalds during a period when the companies were dealing with a crisis. The findings of the content analysis show that a company should respond to the crisis as quickly as possible to avoid loss in terms of sales. The initial statement of the companies during a crisis should be clear, positive and through the right channel to help the company regain its reputation on the market. Advertising is the best way to convey the message across the world because the crisis situation that has come up in one market can soon catch-up in the other markets where the company operates. The company has to connect with the consumers on emotional grounds because the crisis breaks down the faith of the consumers in the company. The recovery actions that support the statements also play an important role during the crisis situation. By following the above-mentioned communication strategies, organizations can achieve damage control as well as turn the crisis into an opportunity to grow.
In the 1980s, Maruti had no real competition in India, and it did not even have to market its products. There were long waiting lists, and they made more than half of their cars in white, thus saving costs. However, once Hyundai entered the market, things started to change. Hyundai started focusing on quality, customer care and service. It talked about its technology like multi-point fuel injection (MPFI) which emitted lower emission and met Euro norms. It brought in Santro Zip Drive version which was the first small car with a power steering. It advertised Santro as being a five-seater as opposed to Maruti Suzuki’s products, and it brought in fluidic sculpture design with Verna and promoted it. As a result, Maruti Suzuki, which controlled 70 per cent of the Indian market at its peak, came down to 52 per cent in twenty years, whereas Hyundai reached around 22 per cent. It was a long battle in a sector whose dynamics were changing as a result of government policies, such as excise duty cuts, increase in customs duty, lower interest rates and the introduction of goods and service tax (GST) besides the ambitious ‘Make in India’ campaign.
The purpose of the present study is to investigate the impact of the multiple dimensions of perceived value on customer experience metrics and loyalty. It also advances the concept of consumer value in the service industry, through modeling and measurement in service set up like banking. A web-based survey among 345 m-banking users was employed to gather data regarding the proposed set of constructs. A Structural Equation Modelling (SEM) technique was used to analyze the conceptual model and test the proposed set of hypotheses. The study results supported the fact that banking perceived value consists of five dimensions, such as Behavioral price, Monetary price, Emotional response, Quality, Reputation. The total configuration of these dimensions influences customer loyalty via the development of evaluation of customers towards banking services.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.