专访西贝贾国龙：我现在陷入自证清白循环

Core Viewpoint - The article discusses the ongoing conflict between the company Xibei and influencer Luo Yonghao, highlighting the impact of social media on business reputation and revenue, as well as the company's commitment to transparency and quality in its operations [6][30][54]. Group 1: Company Background and Crisis - Xibei was founded in 1988 and currently operates over 370 stores with more than 18,000 employees, generating revenue of 6.2 billion yuan in 2023 [6]. - The company is facing its largest external crisis due to Luo Yonghao's accusations regarding the quality of its food, leading to a significant drop in customer traffic and daily revenue losses estimated at 1 million yuan on September 10 and 11, and projected losses of 2 to 3 million yuan on September 12 [11][30]. Group 2: Response to Accusations - The CEO of Xibei, Jia Guolong, expressed his determination to pursue legal action against Luo Yonghao, emphasizing the importance of clarifying the truth despite the potential short-term impact on business [17][18]. - Jia stated that the company has a commitment to customer satisfaction, offering refunds if customers are dissatisfied with their meals, and has historically handled customer complaints with apologies and compensation [23]. Group 3: Quality and Pre-prepared Food - Jia clarified that while Xibei employs pre-preparation techniques, it does not serve pre-prepared meals as defined by industry standards, distinguishing between pre-preparation and pre-prepared food [42][49]. - The company has faced misconceptions about pre-prepared food, with Jia advocating for quality standards rather than categorizing food simply as pre-prepared or freshly made [52][53]. Group 4: Future Outlook - Despite the current crisis, Jia believes that overcoming this challenge will enhance the company's organizational capabilities and improve its operations [36]. - The company aims to focus on customer experience and quality assurance moving forward, with a commitment to addressing any legitimate issues raised by customers [55].