The effectiveness of airline crisis management on brand protection: A case study of British Airways

Grundy, M. J.; Moxon, Richard W.

doi:10.1016/j.jairtraman.2012.12.011

Cited by 32 publications

(15 citation statements)

References 7 publications

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“…An aviation crisis is not an unusual event (Grundy & Moxon, 2013). According to the Aircraft Crashes Record Office (2015), 694 aviation crashes happened globally between 2011 and 2015, leading to 4,313 casualties.…”

Section: Literature Reviewmentioning

confidence: 99%

Crisis Management and Corporate Apology: The Effects of Causal Attribution and Apology Type on Publics’ Cognitive and Affective Responses

Chung

Lee

2017

International Journal of Business Communication

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This study examined how corporate apologies influence cognitive and affective public responses (public anger, negative impression, distrust) during an aviation crisis. A total of 192 participants were exposed to one of the two types of causal attribution (internal vs. external) and one of the two types of corporate apology (responsibility-oriented vs. sympathy-oriented). This study found that a responsibility-oriented apology significantly more reduced public anger, negative impression, and distrust of an airline company than a sympathy-oriented apology in an internal/controllable crisis situation. Theoretical and practical implications as well as directions for future research are discussed.

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Section: Literature Reviewmentioning

confidence: 99%

Crisis Management and Corporate Apology: The Effects of Causal Attribution and Apology Type on Publics’ Cognitive and Affective Responses

Chung

Lee

2017

International Journal of Business Communication

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“…As part of managing a crisis, in such a way as to avoid returning to the pre-crisis state and to create a less strike-prone environment ( Hätty and Hollmeier, 2003 ), the significance of branding ( Grundy and Moxon, 2013 ), specifically brand attitude ( Wang, 2014 ), brand credibility ( Wang and Close, 2018 ) and intention to purchase needs clearer delineation. The purpose of this study is therefore to identify passenger perceptions of airline strike crisis management capabilities and how these capabilities influence brand credibility, brand attitude and passenger intention to use that airline brand.…”

Section: Introductionmentioning

confidence: 99%

Modeling Airline Crisis Management Capability: Brand attitude, brand credibility and intention

Wang

Farquhar

2020

Journal of Air Transport Management

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Crisis management consists of a number of capabilities which evaluate crisis signals and implements actions to minimize damage. Both identifying these capabilities and understanding their influence on perceptions of brand attitude, credibility and intention to purchase offers significant theoretical and managerial insights. This paper, therefore, proposes a cause-effects model of perceived airline crisis management capabilities and their influence on brand credibility, brand attitude and purchase intention in the aftermath of large-scale Taiwanese airline strikes. Using data collected via an online survey, the study makes three contributions to airline crisis management. It, firstly, identifies a set of crisis management capabilities for strike-hit airlines, secondly, it offers a causal chain of perceived airline crisis management capabilities, brand attitude, brand credibility and purchase intention. Furthermore, it the full mediating effects of brand credibility and brand attitude in the causal chain. This study, thus, makes conceptual and methodological contributions to crisis management and purchase intention research and provides practical insights into effective airline crisis management and brand management for the airline industry.

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“…Weiner (2006) notes that a crisis can take on many forms, including natural or man-made disasters, environmental spills, product tampering or recalls, labour disruptions or criminal acts to name a few. Payne (2006) believe that the interaction of reputation and response may be such that traditional strategies do not apply in all cases For this reason, Grundy, Moxon (2013) suggest when considering an appropriate crisis response, organisations must assess the type and scale of crisis they are facing.…”

Section: Introductionmentioning

confidence: 99%

Crisis Management to Avoid Damage for Corporate Reputation: The Case of Retail Chain Crisis in the Baltic Countries

Šontaitė-Petkevičienė

2014

Procedia - Social and Behavioral Sciences

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This paper analyses crisis management in relation to its effect on corporate reputation. It provides theoretical analysis of crises management actions that contribute to avoid damage for corporate reputation. Empirical research of the paper provides case analysis of retail chain "Maxima" crisis management in the Baltic countries. Even though retail chain "Maxima" has made several mistakes during crisis, in general crisis was managed properly so this case provides valuable insights how preventable crises should be managed to avoid damage for corporate reputation.

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The effectiveness of airline crisis management on brand protection: A case study of British Airways

Cited by 32 publications

References 7 publications

Crisis Management and Corporate Apology: The Effects of Causal Attribution and Apology Type on Publics’ Cognitive and Affective Responses

Crisis Management and Corporate Apology: The Effects of Causal Attribution and Apology Type on Publics’ Cognitive and Affective Responses

Modeling Airline Crisis Management Capability: Brand attitude, brand credibility and intention

Crisis Management to Avoid Damage for Corporate Reputation: The Case of Retail Chain Crisis in the Baltic Countries

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