Scct, apologia, situational crisis communication theory, reputation
On February 14, 2007, JetBlue Airways experienced a major blow to their well-respected reputation when ten planes were delayed with passengers stranded on board for up to eight hours each. Through intense coverage and negative reporting from the media, JetBlue launched a multi-pronged crisis communication response strategy to repair the damage. Using Situational Crisis Communications Theory (SCCT) as a framework, the research in this study demonstrated the importance of crisis communications planning, corporate apologia, corporate impression management, and image restoration within an organization. A discourse analysis was utilized to identify the types of messages delivered by the media, the crisis response strategies and tactics implemented by JetBlue, and stakeholder reactions to the JetBlue responses. Content from the messages were then placed in appropriate categories identifying the type of strategy and tactic utilized. Category definitions, examples of comments, and the identifying attributes were included to help support that JetBlue was successful in repairing and recovering their reputation
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Master of Arts (M.A.)
College of Sciences
Communication; Mass Communication
Length of Campus-only Access
Masters Thesis (Open Access)
Dissertations, Academic -- Sciences, Sciences -- Dissertations, Academic
Renner, Catherine, "Changing To A Different Shade Of Blue: Jetblue And The Blueprint For Successful Crisis Communication" (2013). Electronic Theses and Dissertations. 2574.
Restricted to the UCF community until May 2013; it will then be open access.