Asked by Jennifer Forest on Jun 18, 2024
Verified
United Breaks Guitars involved what type of crisis?
A) Crisis of consistency
B) Crisis of connection
C) Crisis of conformity
D) Loss of legitimacy
Crisis of Consistency
A situation where there is a significant struggle to maintain uniformity and reliability in a product, service, or business practice, leading to potential customer dissatisfaction or loss of trust.
Legitimacy
refers to the perception of being lawful, proper, and appropriate within a given context, often influencing a brand's or organization's acceptance by its audience.
United Breaks Guitars
is a viral song and music video created by musician Dave Carroll, highlighting his negative customer service experience with United Airlines, focusing on the airline's mishandling of his guitar.
- Acknowledge the diverse types of brand calamities and their individual characteristics.
Verified Answer
KH
Krystal Hill-DavidsonJun 25, 2024
Final Answer :
A
Explanation :
A crisis of consistency occurs when a company fails to deliver on its brand promise, as was the case with United Breaks Guitars, where United Airlines damaged a passenger's guitar and handled the situation poorly, contradicting their customer service commitment.
Learning Objectives
- Acknowledge the diverse types of brand calamities and their individual characteristics.