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When faced with serious recalls in late 2009 and early 2010, Toyota had important strategy decisions to make. Though they knew that there were not any engineering flaws (as NASA confirmed in 2011), Toyota decided to take the blame. Instead of pointing fingers, the Japanese automobile manufacturer dealt with the crisis in a way that made them stronger as a brand. What can other companies learn from Toyota’s PR nightmare?
|Jeffrey K. Liker and Timothy N. Ogden||Crisis Management , Leadership , Leadership & Strategy , Marketing & Sales , Public Relations||June 13 2011|