<![CDATA[The transformation of the visual identity of PT Bank KB Bukopin, Tbk into KB Bank triggered a misconception of the labeling of "Foreign Bank" by PT TASPEN (Persero). This misconception due to the entry of South Korean investors has the potential to trigger the termination of institutional cooperation and brand switching of retired customers. This descriptive qualitative research aims to analyze the crisis communication strategy of KB Bank's Pension & Partnership Division through in- depth interviews, official correspondence documents, and risk mitigation maps. The results of the study show that issue management is quickly focused on the prodromal phase. The restoration of institutional relations is achieved through the integration of three tactical elements: the implementation of justification and bolstering strategies by locking the message on the legality of KB Bank as a National Private Bank under the supervision of the OJK; the use of a hybrid approach that combines official letters and face-to-face meetings; as well as the division of managerial tactical roles as diplomats and operational staff as educators. This strategy is considered to support the sustainability of institutional relations.]]>
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