Management
Claire Anne Jimenez; Pamela Resurreccion
Abstract
The recent coronavirus pandemic was a black swan event, and the airline industry was one of the most stricken. The crisis that airlines had to face during the pandemic was not just a health-related crisis but a consequential one within their own canceled flights, rebooking concerns, and a surge in refund ...
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The recent coronavirus pandemic was a black swan event, and the airline industry was one of the most stricken. The crisis that airlines had to face during the pandemic was not just a health-related crisis but a consequential one within their own canceled flights, rebooking concerns, and a surge in refund requests they lacked the liquidity to address. Communication with stakeholders is even more crucial in times of distress. How airlines respond to the crisis shapes their reputation and future engagements. This study aims to discuss what the pandemic prompted in the Twitter communication of the three leading airlines in the Philippines, providing an insight into how they behaved before and during the pandemic, focusing on their message content and delivery strategy. Utilizing a descriptive-qualitative research design, the study thematically analyzes airlines’ tweets and customer responses. The study contributes communication strategies that can help airlines instill confidence among passengers during and after a crisis, with an emphasis on instructing information, human connection, empathy, and responsiveness, and demonstrates how airlines can strategically optimize the microblogging platform in crisis communication and customer service support.
Management
Sajjad Pashaie; Fatemeh Abdavi; Yahqub BadriAzrin
Abstract
Information and communications technology (ICT) are interactive technologies that allow the creation or sharing/exchange of information, ideas, career interests, and other forms of expression via virtual communities and networks (Internet, Instagram, and Telegram). The purpose of the present study is ...
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Information and communications technology (ICT) are interactive technologies that allow the creation or sharing/exchange of information, ideas, career interests, and other forms of expression via virtual communities and networks (Internet, Instagram, and Telegram). The purpose of the present study is to prepare a structural modeling approach to explain the relationship between using ICT tools (cell phones, Internet, Instagram, and Telegram) and teenagers' depression in Maku Free Zone. The research hypotheses were tested with survey methods. The study population was adults between 17 to 18 years of age. In total, 265 participants were randomly selected according to Morgan Table and then the information was collected through questionnaires. Data analysis was carried out using structural equation modeling SMART PLS. The findings showed that there was a significant positive correlation between the use of ICT tools (Cell Phones, Internet, Instagram, and Telegram) and teenagers' depression in the Maku Free Zone. Therefore, the misuse of the internet, cell phones, and social networks caused fewer face-to-face encounters and made them more introspective. In this way, individuals began to distance themselves from direct communication that resulted in depression and loneliness.
