Victor L. Heller

Anatomy of crisis management: lessons from the infamous Toyota Case

Purpose – The purpose of this paper is to explore the issue of crisis management within the Toyota Corporations series of worldwide recalls for multiple malfunctions on a number of different Toyota brands of vehicles. The analysis relates to the difficulty now faced by Toyota, previously recognized as the worlds leading manufacturer of automotive vehicles. The crisis became so great that Toyota corporate leaders even traveled from Japan to testify before a US Congressional Committee hearing.Design/methodology/approach – A crisis, typically considered to be a negative issue, can be a positive event in the life of a business firm, such as Toyota, if the management involved seizes the opportunity to make appropriate changes in its operations to facilitate continuing positive growth and development. However, this opportunity was not initially addressed by Toyota in a meaningful way, and the crisis continued to evolve through subsequent stages, bringing a vast array of negative international criticism. The c...

South Africa's Hotel Industry Opportunities an Challenges for International Companies

South Africas hotel industry is in a state of flux, especially due to uncertainties surrounding the nations upcoming (1999) elections, the current international financial crisis, and the logistical difficulties of implementing South Africas 1996 Gambling Act. Nevertheless, South Africa has a relatively developed infrastructure and the most advanced economy in sub-Sahara Africa. Some 12,500 new hotel rooms may be needed by 2000, although some areas are or soon will be overdeveloped. Hotel development in South Africa historically has been left to domestic companies and consortiums. Today, however, most major international hotel groups have or are seeking a foothold in South Africa. Room rates are growing substantially, after years of being kept low, but some travelers are balking at such rapid rate increases. The prospects for legal casino gaming were expanded in 1996, but new controls, a cumbersome bureaucratic governing system, and provincial turmoil and lethargy have created bottlenecks in implementing the plan. Education and training of line-level workers is an ongoing problem, and college-trained hospitality managers are urgently needed.

Tourism in South Africa

After years of isolation, South Africas reemergence as a tourist destination is marked by serious challenges that may inhibit the industrys growth and development.

Positioning a firm's initial market offering: a strategic application of a consumer‐oriented model

Purpose – The purpose of this paper is to present a consumer‐oriented model of the market offering (marketing mix) whereby business practitioners, as well as academic scholars and students, can better understand the parallel‐based logic of how the four elements of a market offering are closely related and interdependent at the initial stage of market entry.Design/methodology/approach – A consumer research study is conducted to identify the key factors that influence consumer buying decisions of particular products in Europe and North America. The five key factors identified are: importance of the product, time and effort to be spent in buying, technical complexity of the product, need for services in the buying process, and rate of product change. In addition, a thorough analysis of the marketing mixes used for numerous major categories of products is conducted. Based upon this research study and product category analysis, a consumer‐oriented model is developed. This model can then be used in establishing...

Managing conflict with the Chinese: The Key from an in‐depth single case study

Purpose – This paper aims to present The Key as a very valuable interactive foundation for effective conflict management in international trade negotiations. The Key, as used in this analysis, is reflected in the nature of the thoughts and feelings (commensurate with attitudes) generated by a marketing manager, and influenced by that individuals sense of cultural responsibility. The authors have researched, and have used this concept of The Key and its effectiveness in conflict management in both academic and international business arenas, and in low context, as well as high‐context cultures.Design/methodology/approach – An analysis of conflict management is presented within a case situation that involves business in the high‐context culture of China. A high‐context culture places a great deal of emphasis on a persons values and position or place in society, and interactions with others, rather than on the words and formal legalistic constructs used for negotiations in low‐context cultures. The case foc...

The key to effective organizational development in times of socioeconomic stress: A case focusing on leadership responses to communication challenges

Purpose – Socioeconomic stress has been a major influence on organizational development during the past decade, and will continue for the foreseeable future. This treatise aims to focus on The Key and its importance for effective organizational development via leadership responses to communication challenges during the present era. It is a conceptual paper based on an actual case.Design/methodology/approach – The Key is a concept that refers to the thoughts and feelings (based on attitudes) that a leader reflects in communications and interactions with his/her universe, a universe that exists both internally within an organization as well as externally to it. The case focuses on communication challenges encountered by Judith Campbell, executive vice president of Creative Innovations, Ltd, and her interaction with Jonathan Bryant, president of Bryant and Associates, Ltd, an organizational development firm. Communication challenges that had arisen primarily due to socioeconomic stress, were seven in number:...

Tourism in South Africa Uneven Prospects

The good news for South Africas tourism industry is that the nation has broadly diverse attractions, including many unspoiled natural areas, and a well-developed infrastructure. The bad news is that large portions of the population have heretofore been excluded from proper educational and economic opportunity-thus leaving the nation with an inadequate labor supply. Additional challenges include a weak economy and an inexperienced government, crime, and a private sector that is unaccustomed to cooperative endeavor. As a result, South Africas tourism prospects are uneven. South Africa needs to develop its tourism industry to create jobs and bring in foreign exchange. While the nation remains a potentially attractive destination, tourists are not visiting in droves.