Clarisa Yosefani Rosa Salvius, . (2025) ANALISIS KOMUNIKASI KRISIS SPOKESPERSON TERHADAP KASUS HIGIENITAS PRODUK "COOKIES" DOUGH LAB. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study examines crisis communication efforts undertaken by a food and beverage (F&B) manufacturing company in response to a product hygiene issue. This research focuses on the role of the spokesperson, specifically an internal representative who delivered official statements through the Instagram account @dough.lab. The case analyzed involved a product hygiene incident related to Dough Lab cookies that circulated on social media on May 28, 2024. Previous studies on crisis management have paid limited attention to the F&B industry and have predominantly focused on the health sector (Putri & Abdulah, 2021) and transportation (Amali, 2019). Furthermore, previous research has not sufficiently explored the role of the spokesperson as a crucial and distinctive element of the crisis management team (Coombs, 2015). In the F&B industry, crisis communication related to product hygiene is crucial for maintaining company reputation and consumer trust. Spokespersons play a crucial role in conveying accurate and convincing information and preventing the spread of rumors that could exacerbate the crisis (Kriyantono, 2012). The study found that Dough Lab implemented three strategies from Image Repair Theory (IRT). Issuing a public apology and admitting responsibility as a mortification strategy, temporarily closing the outlet and suspending social media activities as a reducing offensiveness strategy, and implementing comprehensive operational improvements as a corrective action strategy.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2110411083] [Pembimbing: Maria Febiana Christanti] [Penguji 1: Yani Hendrayani] [Penguji 2: Garcia Krisnando Nathanael] |
| Uncontrolled Keywords: | Crisis Communication, Spokesperson, Dough Lab, Image Repair Theory |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1) Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1) |
| Depositing User: | CLARISA YOSEFANI ROSA SALVIUS |
| Date Deposited: | 25 Mar 2026 00:56 |
| Last Modified: | 25 Mar 2026 00:56 |
| URI: | http://repository.upnvj.ac.id/id/eprint/42836 |
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