... are ineffective in consumer settings and that publicly apologizing for the event can somewhat mitigate the negative impact of PR disasters. Offering a causal explanation for the event is also important in order to avoid highly damaging intentional harm attributions. Originality/value Two streams of literature...

... (Hamilton, 2003). The need for a crisis management approach by organisations can be demonstrated as follows. First, the number of disasters, accidents and mishaps that trigger organisational crises has increased. The past 20 years alone have witnessed many catastrophic events, which have become...

... The article takes a fresh look at the issues, highlights their particular relevance in the service sector, and includes the perspectives of numerous well‐known business leaders from around the world. © Emerald Group Publishing Limited 2005 Disasters Service improvements Leadership Contingency...