The following thesis will examine, and utilize, an in-depth case study of a family business turnaround by a new change leader. Theory will be used to explore and extend existing models concerning family business, organizational crisis, turnaround, and leadership. A non-sequential model will be developed that looks into the past in order to understand the present and seek out strategies for the future. Interviews were conducted with the Senior Leadership Team (SLT) of the firm and will be analyzed and discussed in the subsequent sections along with a theoretical framework. These analyses will help the authors answer their research questions in order to fulfill the purpose and ultimately formulate a model.

Weick (2006) calls for researchers to investigate how employees ‘hold it together’ during periods when organizational routine and order are challenged. This thesis focuses on employee experiences during two types of organizational upheaval: periods of planned, large-scale organizational change and periods of organizational crisis triggered by external events. In both conditions, employees can react negatively. This leads to failure to cope with the current situation and with future situations that pose similar threats and challenges. On the other hand, if employees can make sense of a threatening, challenging situation, the outcomes are more positive for them as individuals and for the organization as a whole. Weick’s (1988) concept of sensemaking is used as a guiding framework for investigating the experiences, attitudes, and actions reported by employees in times of organizational change and crisis. The general assertion of the thesis is that the espoused and enacted values of an organization provide sensemaking cues to employees in difficult times. More specifically, the role of stated organizational values is examined. Organizational values are often stated as a set of principles that provide guidance for employees, particularly as part of a managing-by-values approach. The context for the research program is the healthcare industry, because values are very important for healthcare employees. Moreover, healthcare organizations must continue to function optimally during challenging conditions. Three research studies are reported. Study 1 was conducted in an Australian public hospital that was undergoing large-scale change. Thirty-five employees from a range of occupations were interviewed midway through the five-year period of change. Thematic analysis of their interviews revealed that employees mostly reported negative experiences of the change program. Furthermore, employees made sense of the change program by focusing on specific cues in their situation. One such cue was the organization’s strongly promoted set of ‘core values’. The stated values were seen to be a visible symbol of the hospital’s principles, but there were negative perceptions about how well these principles were enacted. Study 2 was conducted in a public hospital in Singapore exposed to a crisis situation due to the SARS virus in 2003. Thirty-one employees from a range of occupations were interviewed four months after the outbreak had ended. Twenty of these participants returned for a second interview, one week after the first interview. A card sort procedure and thematic analysis of the interview data were used to investigate employees’ experiences of the crisis. Results revealed that employees made sense of the crisis through identification with their profession and their organization. They also perceived that the hospital’s actions during the crisis were consistent with its written set of organizational values. In addition, employees identified a number of organizational citizenship behaviors (OCBs) that they had shown during the crisis. Study 3 was conducted at three hospitals in Singapore. A pilot study involved 24 employees from a public hospital. They engaged in a focus group discussion about professionalism and they refined a set of hospital-specific employee behaviors that could potentially be classified as OCBs. The main study involved survey completion by a stratified sample of employees from another public hospital (n= 214) and from a private hospital (n=184). All respondents were invited to complete a second survey (measuring related variables) three weeks after the first survey. Analysis of 301 usable survey responses revealed findings that contribute to different literatures. Firstly, asking respondents to rate OCBs according to whether they were voluntary, unrewarded, and beneficial to the organization, revealed that many OCB items used in previous research were not perceived as being ‘true OCBs’ by the survey respondents. Furthermore, despite the use of many possible OCB dimensions, the true OCB items were factor analyzed into just two factors. One factor reflected OCBOs, which are behaviors directed towards the organization as a whole, while the other factor reflected OCBIs, which are behaviors directed towards other individuals. A second contribution is the suggestion that employees’ sense of ‘professionalism’ is a single construct. Survey respondents did not distinguish between professional identification and professional commitment in the same way as organizational identification and commitment were differentiated. Professionalism was weakly related to tendency to engage in OCBOs and more strongly related to tendency to engage in OCBIs. Finally, the main contribution to the values literature is the development of the concept of ‘organizational values integrity’ (OVI). This is conceptualized as the perceived alignment between organizational actions and organizational words, especially those words espoused in values statements. Structural equation modeling revealed that OVI influenced organizational identification and organizational commitment, which both mediated the impact of OVI on OCBOs. Furthermore, OVI had a direct impact on OCBOs. Overall, this thesis highlights employee perceptions that the organization acts in ways that are aligned to its stated values as important influences on employee attitudes and OCBs, particularly in difficult times. Implications for managerial practice and further research are discussed.

The ongoing pandemic has brought uncertainty to the Swedish market by a sudden demand drop. Simultaneously, management literature describes the importance of adaption to a changing environment for future organizational survival. Therefore, this paper explores how Swedish organizations, owned by a controlling shareholder, acted during the ongoing pandemic. An inductive content analysis was made on quarterly reports by focusing on financial- and supply chain-actions taken as countermeasures to the ongoing crisis. Firstly, findings showed that the selection acted in response to the demand drop. Secondly, a broad arsenal of short-termed financial countermeasures was executed in the affected organizations, and long-termed, in the cyclical consumer sector. Lastly, even if the selection communicated issues in their supply chains, close to no countermeasures were communicated in this area.

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Studiens syfte är att undersöka vilka konsekvenser en nationell kris kan få på organisationsnivå, vilka strategier som använts för att hantera krisen, samt medarbetarnas uppfattning av krishanteringen. Studien har utformats som en fallstudie där kvalitativa intervjuer genomförts i en kommunal verksamhet, med inriktning på integration, mitt under en pågående flyktingkris. Intervjuerna har omfattat medarbetare, föreståndare samt chefer och HR på strategisk nivå. Resultatet visar att den nationella flyktingkrisen fått stora konsekvenser för verksamheten. Bildandet av en händelsegrupp, med uppgift att söka lösningar på strategisk nivå, användandet av HR som expertroll samt ledningens agerande har varit de mest framträdande strategierna. Ledningens agerande har präglats av tillgänglighet, förtroende och acceptans. De har även visat mod och flexibilitet genom att förändra rekryteringsprocessen samt låtit medarbetare utvecklas genom ökat ansvar och mandat. Bland tidigare forskningsbidrag fokuserar endast ett fåtal på medarbetarnas upplevelse av krishanteringen. Vår studie lyfter fram medarbetarnas uppfattningar och visar att delaktighet, stöd och feedback varit avgörande för krishanteringen. / The purpose of this study is to examine what consequences a national crisis can have on organizational level, what strategies has been used to manage it, and the co-workers perception of the crisis management. The study has been designed as a case study within a Swedish municipality during an ongoing refugee crisis. Qualitative interviews were conducted on three levels of the organization covering the perception of co-workers, head of the units along with managers and HR on a strategic level. The result shows that the national refugee crisis has had a large impact on the municipality and their everyday operations. Establishing a crisis management team, using HR as an expert resource and the actions taken by leaders were the most salient strategies. The leadership expressed by the management was characterized by availability, trust and acceptance. They showed courage and flexibility by changing the recruitment process and letting the co-workers develop through enhanced responsibility and by giving clear mandates. Previously, there has only been limited research focusing on the co-workers perception of crisis management strategies, a gap that this study aims to reduce. From this perspective the result shows that participation, support and feedback has been prominent for the co-workers perception of the crisis management.

Problem: Crisis and crisis preparedness are being increasingly discussed within the business world. Especially now, when the current pandemic triggered maybe the most significant wave of economic downturns the globe is facing ever. Nevertheless, the Manufacturing Industry (MI) was severely impacted due to its dependence on the e.g., supply chain aspect. Therefore, it was interesting to explore how MO’s challenge crisis by investigating how they prepare for a crisis, i.e., crisis preparedness. A review of the topic within the scientific papers shows a lack of knowledge regarding crisis preparedness within MO’s. Purpose: This thesis aimed to increase how MO’s prepare for a crisis and explore what measures (actions) they use to prepare for a crisis. Method: This thesis followed a qualitative research approach (inductive) with a multiple case study design approach. The data were collected by three semi-structured interviews with three major organizations, where all the participants had a long experience with crisis management. Later on, the collected data were analyzed thematically (thematic analysis approach). Empirical findings: The empirical findings showed that organizations need to consider four main aspects when building a solid crisis preparation structure. These aspects consist of: (1) careful understanding of the environment the crisis occurred in, (2) possess extensive experience dealing with a crisis, (3) scenarios practices, (4) strong communication and transparency system, and finally (5) fostering crisis preparedness culture within the organization. All these aspects/skills must be acquired within the crisis management team (CMT). However, the communication aspect stood out more than the other aspects, which indicate the importance of communication within the organization. Contribution: This thesis contributes theoretically by emphasizing the essentiality of the communication aspect and its positive impact on a crisis preparedness process within organizations. Likewise, from a managerial perspective, this thesis suggests that organizations should implement a crisis communication hub, where all departments within an organization possess all necessary tools to help them survive any crisis through an effective communication system. / <p>Confidential</p>

Background: Organizations are constantly going through inevitable changes due to global crises that risk the organization's existence. Crisis management work is thus an important process that refers to how these crises are handled. Leadership is an important component during crisis situations as the leader's role determines what the crisis management work looks like and how effective it is. With the help of leadership skills and competencies, the leader can succeed in crisis management in a productive way. Purpose: The purpose of the study is to investigate and create a deeper understanding of how leaders handle organizational crises that arise because of global crises and the importance of different leadership competencies that are fundamental in crisis management. Method: The study follows an interpretivist paradigm and refers to the phenomenon of organizational crises and leadership. The study is based on the qualitative research method and has a deductive approach. Literature and scientific articles form the basis of the study's theoretical frame of reference. The empirical material of the study is based on five semistructured interviews with the CEO from different niche banks. Conclusion: Leadership is an important and crucial factor that affects crisis management in the organization when a crisis occurs. The leader's role is fundamental in how crises are handled, which leads on to crisis management. Crisis management efficiency depends on leadership skills and behavior that the leader chooses to have in order to adapt to the ongoing crisis. It is essential to possess leadership skills that can be applied during crisis situations and lead to effective crisis management. Furthermore, leaders can choose what behavior they have towards the crisis, which is also decisive for how the crisis is handled and how the results ofthe crisis management emerge.

Syfte - Studiens övergripande syfte är att öka förståelsen för hur ledare inom besöksnäringen i Sverige har agerat under covid-19 pandemin. Studien avser att identifiera ledares arbete med krishantering, krisberedskap och kunskapshantering. Vidare ämnar studien att identifiera centrala ledarskapskompetenser som är viktiga vid krishantering samt identifiera, diskutera och reflektera kring lärdomar och insikter som ledare tillägnat sig till följd av att ha bedrivit ledarskap under osäkra förhållanden. Slutligen avser studien att utveckla ett ramverk för krishantering inom besöksnäringen. Metod - Studien har ett hermeneutiskt synsätt och vill öka förståelsen för vad som är centralt för ledaren vid krishantering inom besöksnäringen i Sverige. Studien baseras på en kvalitativ forskningsmetod och har abduktiv metod. Studiens teoretiska bakgrund grundar sig litteratur och vetenskapliga artiklar. 14 semi-strukturerade intervjuer med ledare från besöksnäringen har utgjort det empiriska materialet. Slutsatser - Studiens slutsatser är att ledaren har en avgörande roll vid krishantering. Ledaren är en bärande pelare vid krishantering, krisberedskap och kunskapshantering. Vidare visar studien att det finns fem ledarskapskompetenser som är centrala för ledaren vid krishantering. Dessa är kommunikation, beslutsfattande, motivation, perspektivtagande och kreativitet. Ledare som dokumenterar lärdomar och kunskap har större rimlighet att tillvarata den tysta kunskapen. Studien visar även att det är viktigt för ledaren att reflektera och analysera för att omsätta ny kunskap till utveckling genom förbättringsarbete. Begränsningar - Studien begränsas då antalet respondenter från besöksnäringen var 14 stycken vilket medförde en större generalisering. Studien begränsades även eftersom många potentiella respondenter avstod från deltagande med hänvisning till tunga upplevelser under covid-19. Därmed kan studien ha en avsaknad av viktiga perspektiv. Originalitet/Värde – Studien bidrar med en ökad förståelse för vad som är centralt för ledare vid krishantering inom besöksnäringen i Sverige och varför det är viktigt. / Purpose - The purpose of this paper is to increase understanding of how leaders in the hospitality industry in Sweden have acted during the covid-19 pandemic. The study intends to identify leaders work with crisis management, crisis preparedness and knowledge management. Furthermore, the study aims to identify central leadership competencies that are important in crisis management as well as identify, discuss and reflect on lessons learned and insights that leaders have acquired as a result of have led under uncertain conditions. Finally, the study intends to develop a framework for crisis management in the hospitality industry. Method - The study has a hermeneutical point of view and aim to increase the understanding of what is central to leaders in crisis management within the hospitality industry in Sweden. The study is based on qualitative research methods and has an abductive method. The study's theoretical background is based on literature and scientific articles. 14 semi-structured interviews with leaders from the hospitality industry have constituted the empirical result. Conclusions - The study's conclusion is that the leader has a crucial role in crisis management. The leader is a supporting pillar in crisis management, crisis preparedness and knowledge management. Furthermore, the study shows that there are five leadership competencies that are crucial for leaders in crisis management. These are communication, decision making, motivation, perspective taking and creativity. Leaders that document lessons and knowledge have greater plausibility to preserve tacit knowledge. The study also shows that there is important for leaders to reflect and analyze to convert new knowledge to development through work improvement. Limitations –  The study is limited as the number of respondents from the hospitality industry were 14, which contributed to greater generalization. The study was also limited due to that several potential respondents declined participation in reference to heavy and difficult experiences during covid-19. There by the study may lack important perspectives. Originality/Value – The study contributes to an increased understanding for what is central for leaders in crisis management within the hospitality industry in Sweden and why that is important.

Made available in DSpace on 2016-08-03T12:29:42Z (GMT). No. of bitstreams: 1 Anep99a179.pdf: 3104384 bytes, checksum: d1e430b393c408dc013710d39d33b8da (MD5) Previous issue date: 2013-04-03 / Conselho Nacional de Desenvolvimento Científico e Tecnológico / This study is the result of research conducted on the management of Communication processes in organizational crisis. We seek to understand how the information flow is processed in these moments, either through traditional media, or by online social networks, and thereby bring contributions to the performance of organizations from an ethical perspective. In terms of methodology, the research relies on case study of Playcenter s crisis communication management, which occurred in April 2011. It uses literature review, analysis of newspaper articles, Twitter posts, and semi-structured interviews. The results show that the corporate image is not a matter of transmission, but reception, resulting from various perceptions, and that these phenomena, have been currently exacerbated by the rapid spread of events facilitated by the internet. However, there is still a strong role of traditional media in these episodes, strong convergence between traditional media and new media, as well as convergence between citizens in the spread of the facts. / O trabalho é resultado de pesquisa realizada sobre a gestão da Comunicação em processos de crise organizacional. Busca-se compreender como se processa, na atualidade, o fluxo informacional nesses momentos, seja pela mídia tradicional,seja pelas redes sociais online, e, dessa forma, trazer contribuições para a atuação das organizações sob uma perspectiva ética. Em termos metodológicos, a pesquisa apoia-se no estudo de caso da gestão da Comunicação da crise do Playcenter, ocorrida em abril de 2011. Utiliza-se de revisão bibliográfica, análises de matérias jornalísticas, posts do Twitter, além de entrevistas semiestruturadas. Os resultados revelam que a imagem não é uma questão de emissão, mas de recepção, resultado de percepções diversas e que esses fenômenos, na atualidade, têm sido potencializados pela rápida propagação dos fatos facilitada pela internet. Entretanto, ainda há um forte papel das mídias tradicionais nesses episódios, forte convergência entre as mídias tradicionais e as novas mídias, bem como convergência entre os cidadãos na propagação dos fatos.

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / This dissertation studies the strategies of an organization under a crisis situation in the construction of a journalistic occurrence in a mediatized society. There are constant challenges to be overcome by organizations, visibility processes are constantly being changed by new technologies advent, changes in the media s role and the appropriation of their approaches by various social fields on their daily practices. This are just some changes which require reflection about crisis management strategies adopted until nowadays. The organizational crises present themselves as very explored occurrences by the media. These events are characterized by the disruption of everyday s life, mainly by its unpredictability, that's the fact that arouses wide interest in the media field. With the method of content analysis (Bardin, 1977) we adopted as our empirical object the crisis faced by Air France with the tragedy of Flight 447, analyzing news in Folha de São Paulo and Le Monde s newspapers. Thus, we persue to study the impact of this crisis in French and Brazilian media, to verify the sources used by the media in the occurrence construction, as well as the position given to the organization in the news published, identifying the organization's strategies to mitigate the incident, and understanding the strategic nature of the interface press -company in crisis situations in news production. So, as a result of this research, we concluded that in this crisis the organization has adopted and maintained a concise and objective position in addition to technical measures taken to circumvent the situation. This triggered another kind of relationship with the media, where what was witnessed was not an Air France's image crisis, but on the other hand, the occurrence "447" was explored as a tragedy. So, what stands out in this scenario is that between the crisis and the news, the news prevailed. / Esta dissertação estuda as estratégias de uma organização em situação de crise na construção do acontecimento jornalístico em uma sociedade midiatizada. São constantes os desafios a serem superados pelas organizações. Os processos de visibilidade foram e continuam sendo alterados pelo advento de novas tecnologias, a transformação do papel da mídia na sociedade atual e a apropriação de suas lógicas pelos diversos campos sociais em suas práticas cotidianas são apenas algumas mudanças que demandam questionar e refletir sobre estratégias de gestão de crises adotadas até hoje. As crises organizacionais se apresentam como acontecimentos jornalísticos bastante explorados pelos veículos de comunicação. Esses acontecimentos se caracterizam pela ruptura do cotidiano, sendo marcados principalmente pelo seu caráter de imprevisibilidade e pelo amplo interesse que desperta no campo midiático. A partir do método da análise de conteúdo (BARDIN, 1977), adota-se como objeto empírico a crise enfrentada pela Air France com a queda do voo AF 447 nos jornais A Folha de São Paulo e Le Monde. Assim, busca-se analisar a repercussão da crise em questão na mídia impressa brasileira e francesa, verificar quais as fontes utilizadas pela mídia na construção do acontecimento, bem como a posição dada à organização nas notícias publicadas sobre esta crise, identificar as estratégias da organização para amenizar o ocorrido e compreender o caráter estratégico da interface empresa-imprensa em situações de crise no processo de construção do acontecimento. Dessa forma, como resultado da pesquisa, conclui-se que nesta crise a organização adotou e manteve um posicionamento conciso e objetivo, além de ter tomado as medidas técnicas cabíveis para contornar a situação. Esse fato desencadeou um outro tipo de relacionamento da mídia para com a empresa, no qual o que se presenciou não foi uma crise de imagem da Air France, ou seja, no acontecimento AF 447 , a característica mais explorada foi a da tragédia. Sendo assim, o que se destaca nesse cenário é que, entre a crise e a notícia, prevaleceu a notícia.