Crisis Management in the New Strategy Landscape

Preface 1. 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 2. 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 3. 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 4. 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 5. 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 6. 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 7. 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 8. 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 9. 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 10. 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 11. 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 12. 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 Appendix A. Sample Outline of Items to Include in the Crisis Management Plan Index About the Authors