Online Stakeholder Interaction of Some Airlines in the Light of Situational Crisis Communication Theory

The purpose of this paper is to explore the participation of main actors in Facebook. The engagement shows different degrees of participation that directly affect the brand image and reputation. This research applies Situational Crisis Communication Theory (SCCT) to interaction in the social media. It provides possibilities for decision makers to monitor diverse messages online, understand stakeholder concerns and reply to them adequately, which is especially important in crisis situations. Seven airline organizations were selected for a comparative analysis concerning their online discussions. The verified Facebook and Twitter accounts of those airlines were investigated, the status updates of the airlines and comments issued by other users during 2009-2016 collected along the replies and comments issued by the airlines themselves. The main methods are sentiment analysis, categorization of the messages into four categories and counting.

• Publication year

  2016

• Venue

  IFIP International Conference on e-Business, e-Services, and e-Society

• Publication date

  2016-09-13

• Fields of study

  Business, Computer Science

• Identifiers
  DOI 10.1007/978-3-319-45234-0_17
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

• How publics react to crisis communication efforts : Comparing crisis response reactions across sub-arenas

  2014cited by this paper
• Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House

  2013cited by this paper
• To share or not to share : The role of content and emotion in viral marketing

  2013cited by this paper
• How publics use social media to respond to blame games in crisis communication: The Love Parade tragedy in Duisburg 2010

  2012cited by this paper
• Issue Management Gone Awry: When Not to Respond to an Online Reputation Threat

  2012cited by this paper
• The contemporary framework on social media analytics as an emerging tool for behavior informatics, HR analytics and business process

  2012cited by this paper
• Amazon.com's Orwellian nightmare: exploring apology in an online environment

  2012cited by this paper
• Modeling the adoption and use of social media by nonprofit organizations

  2012cited by this paper
• Intention to comply with crisis messages communicated via social media

  2012cited by this paper
• THE "POWER" OF SOCIAL MEDIA: LEGAL ISSUES & BEST PRACTICES FOR UTILITIES ENGAGING SOCIAL MEDIA

  2011cited by this paper
• Social Media Use in the United States: Implications for Health Communication

  2009cited by this paper
• Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory

  2007cited by this paper

• An Analysis of Online Perceptions in Response to Microsoft’s and Google’s Sexual Harassment Scandals

  2024cites this paper
• Adapting social media strategies: a comparative analysis of Turkish Airlines, Qatar Airways, and Emirates before, during, and after the COVID-19 Pandemic

  2023influential citation
• Investigating transportation research based on social media analysis: a systematic mapping review

  2021cites this paper
• TÜRKİYE’DEKİ HAVA YOLU ŞİRKETLERİNİN SOSYAL MEDYADA PAZARLAMA AMAÇLI HALKLA İLİŞKİLER (MPR) UYGULAMALARI ÜZERİNE BİR İNCELEME

  2020cites this paper
• Company Facebook and Crisis Signal: The Case of Malaysian Airline Companies

  2018influential citation
• Asymmetry in the Perception of Friendship in Students Groups.

  2017cites this paper
• Strategies to Mitigate Losses from Product-Harm Crises in the Agri-Food Industry

  2017influential citation
• Narb-Based Analysis of Tweets Related to United Airlines Controversy: Learning beyond the Media.

  2017cites this paper