کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
139223 | 162487 | 2012 | 4 صفحه PDF | دانلود رایگان |
This case analysis examined the image repair strategies used by Juneyao Airlines after an anonymous blog posted information on a Juneyao flight's refusal to yield to a flight that issued an emergency call. This case revealed that addressing the credibility of the blog post and relying a third-party – Civil Aviation Administration of China – to combat the inaccuracies in the blog post was successful and that Juneyao's final announcement to take responsibility for the incident and to apologize was effective as well.
► This case analysis examined crisis communication by Juneyao Airlines.
► Juneyao flight refused to yield to Qatar Airways’ flight which declared fuel emergency.
► Juneyao addressed the credibility issue of the blog post.
► Juneyao relied on the Chinese aviation authority and the media to describe the event.
Journal: Public Relations Review - Volume 38, Issue 5, December 2012, Pages 792–795