Διαχείριση κρίσεων ώστε να μειωθεί γρήγορα η δυσαρέσκεια για ένα αρνητικό γεγονός και να μην δοθεί έκταση σε άλλο μέσον που μπορεί να καταστρέψει τη φήμη της εταιρείας. Disputing Gladwell's idea, a 2018 survey
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