西贝正式发布道歉信：“绝对权威者”贾国龙的一次大败

Core Viewpoint - The recent apology from Xibei and the subsequent responses highlight a significant crisis in the company, driven by public backlash over its use of pre-prepared dishes, leading to a loss of consumer trust and brand reputation [1][4][11] Company Response - Xibei issued a letter of apology outlining nine corrective measures, but the tone remained defensive, suggesting a disconnect with consumer sentiment [1][4] - Founder Jia Guolong's initial reaction to criticism was to label detractors as "network black society," which escalated tensions rather than diffusing them [1][2] Crisis Management Failures - Jia's approach to crisis management has been criticized as a textbook example of poor public relations, characterized by a rigid decision-making structure that stifles dissent [4][9] - The decision to open kitchens nationwide for transparency backfired, revealing pre-prepared ingredients and leading to further public outrage [5][9] Consumer Perception and Trust Issues - There is a significant gap between the company's definition of "pre-prepared dishes" and consumer understanding, leading to confusion and dissatisfaction [6][11] - The high-end positioning of Xibei clashes with the perception of pre-prepared dishes as low-quality, resulting in a trust crisis among consumers [8][11] Industry Implications - The ongoing debate is pushing for clearer industry standards regarding pre-prepared dishes, with new regulations expected to emerge [11][12] - Consumer awareness and demand for transparency are increasing, with a notable percentage of consumers unwilling to accept pre-prepared dishes in high-end restaurants [11][12]