Question

Eatalia is a popular chain of restaurants for authentic Italian food. Recently, a customer found a dead insect in the pasta he was served. The customer's negative review about the restaurant went viral. Eatalia's chief executive officer (CEO) publicly apologized for the mishap and posted pictures of the restaurant's kitchen, after being fumigated, on several social networking websites. In this scenario, which of the following does Eatalia's CEO demonstrate?

a. Audience control
b. Crisis management
c. Lethargy
d. Experiential selling

Answer 1

Eatalia's CEO demonstrated crisis management by promptly apologizing and showing the restaurant's clean kitchen post-fumigation to address a customer's negative viral review.

Step-by-step explanation:

In the scenario described, Eatalia's CEO demonstrates crisis management. After a negative review went viral due to a customer finding a dead insect in their pasta, the CEO responded by publicly apologizing for the incident and showing transparency by posting pictures of the kitchen, post-fumigation.

This response utilizes ethos by establishing the CEO's responsibility and authority in addressing the issue. It also employs pathos by attempting to regain customer empathy and trust after the unsettling experience.

While not directly applicable in this context, logos would entail providing factual evidence to support the restaurant's claim of safety and cleanliness, but in this case, the images serve a similar purpose by visually assuring customers of the corrective steps taken.