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Changing to a Different Shade of Blue: JetBlue and the Blueprint for Successful Crisis Communication

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Date Issued:
2013
Abstract/Description:
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.
Title: Changing to a Different Shade of Blue: JetBlue and the Blueprint for Successful Crisis Communication.
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Name(s): Renner, Catherine, Author
Coombs, Timothy, Committee Chair
Holladay, Sherry, Committee Member
Sandoval, Jennifer, Committee Member
, Committee Member
University of Central Florida, Degree Grantor
Type of Resource: text
Date Issued: 2013
Publisher: University of Central Florida
Language(s): English
Abstract/Description: 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.
Identifier: CFE0004740 (IID), ucf:49842 (fedora)
Note(s): 2013-05-01
M.A.
Sciences, Communication
Masters
This record was generated from author submitted information.
Subject(s): SCCT -- apologia -- situational crisis communication theory -- reputation
Persistent Link to This Record: http://purl.flvc.org/ucf/fd/CFE0004740
Restrictions on Access: public 2013-05-15
Host Institution: UCF

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