Keywords

Scct, apologia, situational crisis communication theory, reputation

Abstract

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

Notes

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Graduation Date

2013

Semester

Spring

Advisor

Coombs, Timothy

Degree

Master of Arts (M.A.)

College

College of Sciences

Department

Communication

Degree Program

Communication; Mass Communication

Format

application/pdf

Identifier

CFE0004740

URL

http://purl.fcla.edu/fcla/etd/CFE0004740

Language

English

Release Date

May 2013

Length of Campus-only Access

None

Access Status

Masters Thesis (Open Access)

Subjects

Dissertations, Academic -- Sciences, Sciences -- Dissertations, Academic

Restricted to the UCF community until May 2013; it will then be open access.

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