With global product harm crises and recalls such as recent incidents involving Bausch & Lomb and Dell being reported extensively in the media, I thought people would be interested in learning more about useful articles/cases for teaching Crisis Management courses, or incorporating the topic in other courses such as Consumer Behavior, Marketing Strategy or Brand Management. Note that Crisis Management is a multidisciplinary topic involving Marketing, Management, and Public Relations.
Below is my reading list for an Executive Seminar I am teaching on the topic of Crisis Mangement. The course is structured around the different crisis phases an organization encounters: Pre-Crisis, Crisis, and Post Crisis. The book that I am using for the course is "Code Red in the Boardroom: Crisis Management as Organizational DNA by W. Timothy Coombs (Praeger 2006). Feel free to send me your comments, or suggestions for additional material (articles/cases) that you have found to be useful. I will be teaching the course again in the future, and your suggestions will be very helpful.
Sincerely,
Daniel Laufer, PhD, MBA Associate Professor of Marketing Sy Syms School of Business Yeshiva University 500 West 185th Street Belfer Hall New York, NY 10033 Tel: 212-960-0845 Fax: 212-960-0824 DanLaufer@aol.com
Crisis Management
Pre-Crisis Phase
Book: Pages 1-10; 65-109
Example of Crisis Management Plan: University at Buffalo
New York Times 2/23/06 (Patricia R. Olsen): Adding the Avian Flu to the Be-Prepared List [Link to Article]
New York Times 3/10/06 (John Tagliabue): No time to be in the Chicken Business
New York Times 3/16/06 (Elisabeth Rosenthal and Keith Bradsher): Is Business Ready for a Flu Pandemic [Link to Article]?
New York Times 3/21/06 (Melanie Warner): Business prepares for the possibility of Avian Flu in the United States [Link to Article]
Case: Yu's Tin Sing Enterprises: Proactive Risk and Crisis Management - Asia Case Research Center-The University of Hong Kong - Authors: Freddie Lee Pui Wah and Gilbert Wong - Case HKU350, published in 2004 [ACRC Link].
Article: Pullig, Chris, Richard G. Netemeyer and Abhijit Biswas (2007), Attitude Basis, Certainty, and Challenge Alignment: A Case of Negative Brand Publicity, Journal of the Academy of Marketing Science, In press.
Crisis Event
Book: Pages 13-61
Van Heerde, Harald, Kristiaan Helsen and Marnik G. Dekimpe (2007), The Impact of a Product-Harm Crisis on Marketing Effectiveness," Marketing Science, 26(2), 230-245 [Link to Article].
Business Horizons 2006 article - Vol 49, Issue 5 - (Daniel Laufer and Timothy Coombs): How Should a Company Respond to a Product-Harm Crisis? The Role of Corporate Reputation and Consumer-Based Cues [Emerald Pay per View].
New York Times 5/18/06 (Barnaby J. Feder): From Asia to America, how Bausch's Crisis Grew [Link to Article]
Baltimore Sun 5/31/06 (Tricia Bishop). Regaining consumers' trust: Bausch & Lomb comes clean on concerns about ReNu
Harvard Business Review HBR Case Study Jan 2006 - All the Wrong Moves (David A. Garvin) - Only pages 18-23 (Reprint R0601A) [HBR Link].
Public Relations Review - Spring 1995, 21 (1): 21-33 (Kathy R. Fitzpatrick and Maureen Shubow Rubin): Public Relations vs. Legal Strategies in Organizational Crisis Decisions [Google Scholar]
New York Times 4/22/06 (Alex Berenson): In the Money, and in Court [Link to Article]
New York Times 4/22/06 (Alex Berenson): Merck Loses Vioxx Suit in Texas [Link to Article]
Post Crisis Phase and Case Discussion
Reuters (4/22/06): Several black employees file bias suit against Lilly
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