CRISIS COMMUNICATION MANAGEMENT

Crisis Communication Management

Crisis Communication Management

Introduction

This discussion will provide an overview of the crisis that with a focus on stakeholder and reputation issues. The research underlying the discussion will relate to applications and additional research. The discussion will also identify, define, and discuss specific image management strategies that the organization actually used. In order to do so effectively, the discussion will make use of specific image-oriented strategies that would assist in improving upon the actual crisis management strategies. These strategies relate to specific material in Coombes and DiSanzo & Legge.

Discussion

Specific image-oriented strategies you would have used to improve upon the actual crisis

Airline productivity measures help to evaluate the firms usage efficiency. We have selected three productivity measures which reflect three levels of productivity within the operations of airlines: space usage of the plane, time usage of the planes, and employees productivity. We target these three factors by accounting for the loading factor, aircraft utilization, and available seat mile per employee, respectively. Loading factor relies on the capacity utilization for passengers, and it can be determined by revenue passenger miles divided by available seat miles. Revenue passenger miles is a measure of passenger for an airline flight, and it comes forth by taking the summation of the products of revenue aircraft miles flown on each inter-airport hop multiplied by the number of revenue passengers carried on that hop. It is the Revenue Per Kilometer, RPK. Aircraft utilization is the percentage of total block hours that aircraft are run by specific airline in the air, discarding on- ground services (Coombs, 2007). Available seat mile per employee (ASME) is the available seat mile produced by each employee in the firm and it comes forth using total available seat mile from domestic routes over the total number of employees. Available seat mile is a common airline output measure that is calculated using the domestic air miles flown in each inter-airport hop multiplied by the total number of seats available on that hop for revenue passenger use, and available seat mile is often referred to as Available Seat Kilometers, ASK. Note, that all productivity measures in this study, consider passengers related aspects only, and do not account for cargo.

We consider four service variables in this study: on-time flight, mishandled baggage, ticket oversales, and consumer complaints. On-time flight is the overall percentage of airline on-time performance. A flight is counted as on-time if it did not arrive the airport less than 15 minutes after schedule time shown in the carriers Computerized Reservation Systems and all the cancelled and diverted flights are also counted as delay. This measure is calculated and reported as a monthly average for each airline by DOT. As the other operations and productivity measures in this study are all on a quarterly basis, we convert this service measure into quarterly data, as well. Mishandled baggage counts the lost, damaged, delayed or pilfered baggage based on mishandled-baggage reports per 1000 passengers every month for each airline (Anthonissen, ...