Abstract
This article examines organizational crises caused by airline disasters. It presents results of an empirical study of 329 airline travelers, concerning their safety perceptions and responses to airline disasters. The concept of consumer “sense-making” is used as a way of understanding consumer responses to airline disasters. The issue of what impacts airline disasters have on airline companies and the flying public is also dealt with. From a managerial perspective, the article presents implications for organizations recovery responses, given that recovery from accidents is a function of consumer perceptions about the safety of flying with the carrier.
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