Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations

Situational crisis communication theory (SCCT) is applied in this research to evaluate Air Asia crisis responses. The research tests whether crisis responses are consistent with the SCCT premise related to situation when a crisis has more than one cluster. SCCT argues that in this case, organisation...

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Main Authors:	Kriyantono, Rachmat, Mckenna, Bernard
Format:	Article
Language:	English
Published:	Penerbit Universiti Kebangsaan Malaysia 2019
Online Access:	http://journalarticle.ukm.my/13178/ http://journalarticle.ukm.my/13178/ http://journalarticle.ukm.my/13178/1/23446-98927-1-PB.pdf

id	ukm-13178
recordtype	eprints
spelling	ukm-131782019-07-21T12:33:45Z http://journalarticle.ukm.my/13178/ Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations Kriyantono, Rachmat Mckenna, Bernard Situational crisis communication theory (SCCT) is applied in this research to evaluate Air Asia crisis responses. The research tests whether crisis responses are consistent with the SCCT premise related to situation when a crisis has more than one cluster. SCCT argues that in this case, organisation’s crisis response strategy is adjusted according to the crisis clusters. The crisis manager can use a defensive strategy for victim cluster and an accommodative strategy when the company has intentional cluster. From the premise, the researchers formulates a proposition: because of having two crisis clusters (victim and intentional clusters), the crisis response strategies of Air Asia are defensive and accommodative. This study analyses both news and press releases on the selected crisis. The content analysis of media news reveals that the company has both intentional and victim clusters, although the intentional cluster is reported more frequently. Content analysis of the company’s press releases identifies that the response strategies are accommodative and bolstering instead of accommodative and defensive. Accommodative strategy is used because most public attributions appeared to be intentional, while a defensive strategy is not applied because the media rarely reported the event as victim cluster. As a result, the company were able to successfully deal with the crisis. It can be concluded that a company with two crisis clusters should choose the relevant crisis response strategy in accordance with the type of the cluster in the public domain. Penerbit Universiti Kebangsaan Malaysia 2019 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/13178/1/23446-98927-1-PB.pdf Kriyantono, Rachmat and Mckenna, Bernard (2019) Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations. Jurnal Komunikasi ; Malaysian Journal of Communication, 35 (1). pp. 222-236. ISSN 0128-1496 http://ejournal.ukm.my/mjc/issue/view/1165
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Kebangasaan Malaysia
building	UKM Institutional Repository
collection	Online Access
language	English
description	Situational crisis communication theory (SCCT) is applied in this research to evaluate Air Asia crisis responses. The research tests whether crisis responses are consistent with the SCCT premise related to situation when a crisis has more than one cluster. SCCT argues that in this case, organisation’s crisis response strategy is adjusted according to the crisis clusters. The crisis manager can use a defensive strategy for victim cluster and an accommodative strategy when the company has intentional cluster. From the premise, the researchers formulates a proposition: because of having two crisis clusters (victim and intentional clusters), the crisis response strategies of Air Asia are defensive and accommodative. This study analyses both news and press releases on the selected crisis. The content analysis of media news reveals that the company has both intentional and victim clusters, although the intentional cluster is reported more frequently. Content analysis of the company’s press releases identifies that the response strategies are accommodative and bolstering instead of accommodative and defensive. Accommodative strategy is used because most public attributions appeared to be intentional, while a defensive strategy is not applied because the media rarely reported the event as victim cluster. As a result, the company were able to successfully deal with the crisis. It can be concluded that a company with two crisis clusters should choose the relevant crisis response strategy in accordance with the type of the cluster in the public domain.
format	Article
author	Kriyantono, Rachmat Mckenna, Bernard
spellingShingle	Kriyantono, Rachmat Mckenna, Bernard Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations
author_facet	Kriyantono, Rachmat Mckenna, Bernard
author_sort	Kriyantono, Rachmat
title	Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations
title_short	Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations
title_full	Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations
title_fullStr	Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations
title_full_unstemmed	Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations
title_sort	crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in indonesian public relations
publisher	Penerbit Universiti Kebangsaan Malaysia
publishDate	2019
url	http://journalarticle.ukm.my/13178/ http://journalarticle.ukm.my/13178/ http://journalarticle.ukm.my/13178/1/23446-98927-1-PB.pdf
first_indexed	2023-09-18T20:04:16Z
last_indexed	2023-09-18T20:04:16Z
_version_	1777407053800669184

Crisis response vs crisis cluster: a test of situational crisis communication theory on two crisis clusters in Indonesian public relations

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