Strategi Public Relations dalam Manajemen Isu Keamanan Pangan di Pizza Hut Indonesia

Kustiawati, Kiki; Setiadarma, Aan; Priliantini, Anjang

doi:10.31504/komunika.v8i1.1876

Cited by 1 publication

(3 citation statements)

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“…A Corporate Communication must be able to find out how effective the impact of handling the issue management is. Related to this, there are a number of previous studies which have similar cases, such as Kustiawati et al (2019) and Fachruddin et al (2020). The development of the viral video issue on TikTok regarding the poor service of the staff at the iBox Indonesia outlet at Senayan City Mall has become a controversy which has resulted in the sustainability of PT.…”

Section: Introductionmentioning

confidence: 93%

“…The implementation of this strategy shows that the company provides transparency to the public so that there is nothing to hide. Steps to change the issue of Adaptive Change Strategy were also carried out in several cases in the research by Kustiawati et al (2019) Vocal Commiseration:…”

Section: Issue Analysis Stagementioning

confidence: 99%

“…This incident was in the midst of the Covid-19 pandemic, in which various companies faced many issues that threatened their survival, especially issues related to consumer protection and satisfaction (Timorria, 2020). Social media is also one of the factors that causes issues to develop because information dissemination is expanding very quickly with internet facilities (Kustiawati et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

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PUBLIC RELATIONS STRATEGY IN ISSUE MANAGEMENT CUSTOMER SERVICE AT iBOX INDONESIA OUTLETS

Saraswati,

Juliadi

2023

JKB

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Issue emerged at iBox Indonesia in 2020 after a video from content creator @julio.ioio on TikTok became viral. The issue regarding bad service that Julio experienced since he was putting on flip-flops while visiting the retailer. This incident feared to affect the reputation of PT Erajaya Swasembada, Tbk. as the holding company of iBox. This research aims to identify the public relations strategy of PT Erajaya Swasembada, Tbk in issue management of bad consumer service by iBox Indonesia employees. This research uses the qualitative descriptive with case study method. Data were obtained from the structured interviews with two participants and two informants. The results showed that PT Erajaya Swasembada, Tbk implemented management issue strategy started with media monitoring, Forum Group Discussion (FGD), pooling of opinion. The company analyzes the right public relations strategy and responds to issues through adaptive change strategy. The issue of handling the programs is divided into service and marketing communication program, however the evaluation could not be done systematically because Corporate Communication did not involve and did not involve much external parties either. PT Erajaya Swasembada, Tbk demonstrated a management issue program focused on the service quality provided for consumers. The company is able to maintain public trust and shows that they are serious in dealing with the issues for convenience and customers satisfaction to keep high reputation.

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Section: Introductionmentioning

confidence: 93%

Section: Issue Analysis Stagementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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