Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
Publication date: 28 November 2017
Abstract
When a senior field journalist attempts to cover super typhoon Haiyan in the Philippines, body guards were assigned to protect end-up obstructing. Disagreements between the news team and security team followed. The teams had different opinions regarding how situations should be handled. The clients were not satisfied with the services provided by the security, while the security felt the clients failed to understand safety considerations. What should the security company have done to ensure safety while supporting the news team’s objectives?
Keywords
Acknowledgements
Acknowledgments
The author appreciates the editorial direction provided for this paper by Po-Ju Chen. The case study was written by Cheng Zhang. The editorial commentary at the end of this case was written by Po-Ju Chen.
Citation
Zhang, C. and Chen, P.-J. (2017), "Life Vest or Straitjacket? Engaging Customers in the Crisis Management Service Encounter", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 163-170. https://doi.org/10.1108/S1871-317320170000014027
Publisher
:Emerald Publishing Limited
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