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Hong Kong Consumers' Evaluation in an Airline Crash: A Path Model Analysis

Hong Kong Consumers' Evaluation in an Airline Crash: A Path Model Analysis An experimental study was conducted to investigate Hong Kong consumers' evaluation process in an airline crisis. Three hundred and eighty-five participants (123 men, 227 women, and 35 unidentified) participated in a 2 (causal attribution: internal and external) × 6 (crisis response: shifting the blame, minimization, no comment, compensation, corrective action, and apology) × 2 (crisis severity: severe and extremely severe) between-subject experimental design. Participants were measured on (a) perceived organizational responsibility for crisis, (b) impression toward the organization, (c) degree of trust in the organization, and (d) purchase intention. A path model depicting Hong Kong consumers' evaluation process in organizational crisis was derived. Theoretical and practical implications of the findings were discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Public Relations Research Taylor & Francis

Hong Kong Consumers' Evaluation in an Airline Crash: A Path Model Analysis

Journal of Public Relations Research , Volume 17 (4): 29 – Oct 1, 2005
29 pages

Hong Kong Consumers' Evaluation in an Airline Crash: A Path Model Analysis

Abstract

An experimental study was conducted to investigate Hong Kong consumers' evaluation process in an airline crisis. Three hundred and eighty-five participants (123 men, 227 women, and 35 unidentified) participated in a 2 (causal attribution: internal and external) × 6 (crisis response: shifting the blame, minimization, no comment, compensation, corrective action, and apology) × 2 (crisis severity: severe and extremely severe) between-subject experimental design. Participants...
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Publisher
Taylor & Francis
Copyright
Copyright Taylor & Francis Group, LLC
ISSN
1532-754X
eISSN
1062-726X
DOI
10.1207/s1532754xjprr1704_3
Publisher site
See Article on Publisher Site

Abstract

An experimental study was conducted to investigate Hong Kong consumers' evaluation process in an airline crisis. Three hundred and eighty-five participants (123 men, 227 women, and 35 unidentified) participated in a 2 (causal attribution: internal and external) × 6 (crisis response: shifting the blame, minimization, no comment, compensation, corrective action, and apology) × 2 (crisis severity: severe and extremely severe) between-subject experimental design. Participants were measured on (a) perceived organizational responsibility for crisis, (b) impression toward the organization, (c) degree of trust in the organization, and (d) purchase intention. A path model depicting Hong Kong consumers' evaluation process in organizational crisis was derived. Theoretical and practical implications of the findings were discussed.

Journal

Journal of Public Relations ResearchTaylor & Francis

Published: Oct 1, 2005

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