Eatalia is a popular chain of restaurants for authentic Italian food. Recently, a customer found a dead insect in the pasta he was served. The customer$$s negative review about the restaurant went viral. Eatalia$$s chief executive officer $($CEO$)$ publicly apologized for the mishap and posted pictures of the restaurant$$s kitchen, after being fumigated, on several social networking websites. In this scenario, which of the following does Eatalia$$s CEO demonstrate?

a$.$ Lethargy

b$.$ Crisis management

c$.$ Audience control

d$.$ Experiential selling