Image repair and the airline industry crisis.

This study seeks to explore how crisis communication has been used to lessen the degree of negative response to the airline industry in consumer expectations. Unfortunately, communicating contradicting messages, the airline industry has forced itself into a position of meeting consumer expectancy in regards to safety, while appearing to match those expectations in terms of a convenient and timely service. This rhetorical analysis seeks to analyze the attempts of the airline industry using crisis communication strategies as its main focal point, to determine the effectiveness of airline industry in combating high levels of consumer disappointment. By using the current literature on crisis communication and image repair, this study should lend itself to increased knowledge of what the airlines have done, what they are currently doing, and what they should do in the future regarding their communication of public identity.

Name thesis:degree_name

M.A.

Level thesis:degree_level

Masters

Grantor

Baylor University.

Year dc:date.issued

2002

Author dc:creator

• Button, Stephen D.

Advisor dc:contributor.advisor

• Schlueter, David W. (David Walter), 1954-

• Corporate image.
• Issues management.
• Crisis management.

Statement dc:rights

• Baylor University works are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. Contact libraryquestions@baylor.edu for inquiries about permission.

Language dc:language.iso

en

Handle dc:identifier.uri

https://hdl.handle.net/2104/14325

OAI identifier oai:identifier

oai:baylor-ir.tdl.org:2104/14325