Priporas, C.; Poimenidis, I.

Services managers’ awareness of crisis management: attitudes and preparation

Article

Priporas, C. and Poimenidis, I. 2008. Services managers’ awareness of crisis management: attitudes and preparation. Innovative Marketing. 4 (3), pp. 37-45.

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Type	Article
Title	Services managers’ awareness of crisis management: attitudes and preparation
Authors	Priporas, C. and Poimenidis, I.
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.
Research Group	Strategic Marketing, Consumer Behaviour and Branding/Identity group
Publisher	"Business Perspectives" Publishing Company
Journal	Innovative Marketing
ISSN	1814-2427
Deposited	22 Oct 2012
Output status	Published
Web address (URL)	http://businessperspectives.org/component/option,com_journals/task,issue/id,80/jid,5/Itemid,74/
Language	English

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