Penerapan consumer relations dalam penanganan crisis communications di white lions studio = The application of consumer relations in handling crisis communications in white lions studio

Silvia, Yolanda (2015) Penerapan consumer relations dalam penanganan crisis communications di white lions studio = The application of consumer relations in handling crisis communications in white lions studio. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Setiap perusahan, besar atau kecil, memiliki peluang untuk terkena krisis. Krisis dapat terjadi karena kesalahan internal perusahaan, seperti kesalahan prosedur, kelalaian perusahaan dan tindakan oknum dalam perusahaan yang tidak bertanggung jawab. Salah satu faktor penting yang dapat meminimalisir resiko yang ditimbulkan krisis adalah menjalin hubungan yang baik dengan konsumen melalui consumer relations. Menurut Center, 70 persen konsumen memilih perusahaan yang memperlakukan mereka dengan baik. Laporan ini merupakan hasil pengamatan dan praktek selama melaksanakan program magang mengenai peranan consumer relations dalam penanganan crisis communications di White Lions Studio. Penulis menemukan fakta bahwa tidak diterapkannya consumer relations akan membuat perusahan mengabaikan kepentingan klien, meskipun dalam kondisi krisis yang dapat mempertaruhkan kelangsungan perusahaan. Dalam kasus "Vector Art Production", White Lions Studio menggunakan strategi offensive yaitu menyalahkan klien sebagai penyebab masalah, dan tidak berusaha meminta maaf kepada klien tersebut./ Every company must have experienced a crisis. Crisis may occur due to an internal error of the company, such as procedural errors, negligence and irresponsible actions of individual in a company. An important factor that can minimize the risk of the crisis is to establish a good relationship with consumers through consumer relations. According to Center, 70 percent of consumers choose company that treat them well. The content in this report is the result of observation and practices during implementing an internship program regarding the role of consumer relations in handling crisis communications in White Lions Studio. Author found that the the failure to apply consumer relations will make the company ignores the interests of the client, even in a condition of crisis that could risk the survival of the company. In "Vector Art Production" case, White Lions Studio use the offensive strategy which is blaming the client as the cause of the problem, and made no attempt to apologize to the client.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Silvia, YolandaUNSPECIFIEDUNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorPamungkas, SigitUNSPECIFIEDUNSPECIFIED
Thesis advisorJapar, YopiUNSPECIFIEDUNSPECIFIED
Uncontrolled Keywords: Public Relations; Consumer Relations; Crisis Communication.
Subjects: H Social Sciences > HM Sociology > HM(1)-1281 Sociology
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Social and Political Science > Communication Science
Current > Faculty/School - UPH Karawaci > Faculty of Social and Political Science > Communication Science
Depositing User: Mr Samuel Noya
Date Deposited: 16 Oct 2018 07:47
Last Modified: 16 Oct 2018 07:47
URI: http://repository.uph.edu/id/eprint/1487

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