Core Viewpoint - The conflict between Luo Yonghao and Xibei over "pre-made dishes" highlights a significant gap in contemporary business logic and consumer psychology, reflecting consumers' growing concerns about transparency and value perception in the food industry [2][4]. Consumer Concerns - Consumers are increasingly questioning what they are actually paying for when dining out, particularly in establishments that emphasize fresh and authentic ingredients [3][4]. - The expectation of fresh, made-to-order meals is being challenged by the presence of pre-made items, leading to feelings of deception among consumers when they discover frozen or long-shelf-life products [5]. Value Perception - The issue of price versus perceived value is critical; consumers are willing to pay high prices for quality but are frustrated when they feel they are paying for industrial processes rather than culinary craftsmanship [5]. - The core concern is whether consumers are paying for "Xibei's craftsmanship" or "Xibei's efficiency," and they demand clear pricing to make informed choices [5]. Crisis Management - Xibei's public relations response has been criticized as "disastrous," with experts noting that the company's approach escalated the situation rather than calming it [7]. - The initial confrontational response to Luo Yonghao's criticism failed to acknowledge consumer concerns and instead turned the issue into a battle between the company and its customers [7][8]. - The company's attempts to clarify terminology and definitions did not resonate with consumers, who prioritize their experiences over technical correctness [8]. Shift in Strategy - Following the backlash, Xibei appears to be transitioning from a defensive stance to a more reflective approach, indicating a willingness to address consumer concerns and rebuild trust [9]. - Effective crisis management should focus on transparency, humility, and collaboration with consumers rather than legal threats or technical arguments [11][15]. Future Implications - The incident serves as a warning for businesses about the importance of transparency and trust in the digital age, where information asymmetry is diminishing [20][21]. - Companies that integrate transparency into their core strategies and prioritize consumer value are more likely to succeed in the evolving market landscape [21].