Komuniciranje u krizi na primjeru avioindustrije

master's thesis

• Title (english): Crisis communication in airline industry
• Author: Kristina Šimunjer
• Mentor: Davor Labaš (mentor)
• Committee member: Nidžara Osmanagić Bedenik (predsjednik povjerenstva)
• Committee member: Martina Sopta (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2015-09-25, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

Poduzeće ili organizaciju kriza uvijek neugodno iznenadi, ali ona je za njih sasvim normalna pojava. Krize su sastavni dio okoline u kojoj organizacija djeluje i predstavljaju preokret u životu organizacije ali istodobno i novu priliku za ostvarivanje boljeg uspjeha.
Krizna situacija u poduzeću ili organizaciji ne može se riješiti bez suradnje svih zaposlenika i vanjskih učesnika, stoga je potrebno razviti odgovarajuću komunikaciju. Komuniciranje je jedan od najvažnijih instrumenata za suzbijanje krize za koji je odgovoran krizni menadžment. Intenzivno i redovito komuniciranje sa zaposlenicima ima važnu ulogu u poslovanju organizacije jer uprava dobiva povratnu informaciju od svojih zaposlenika.
Cilj dobrog komuniciranja je stvaranje povjerenja između zaposlenika te prema suradnicima, vlasnicima, financijskim institucijama, kupcima i dobavljačima. Ako se dobro pristupi kriznoj situaciji i iskoriste prednosti kriznog komuniciranja, kriza se svodi na minimum.
Internet i društvene mreže promijenile su ljudsko shvaćanje komunikacije. Uloga medija u informiranju javnosti u kriznim situacijama je ključna, stoga je izuzetno važno uspostaviti i održati dobre odnose s njima kako prije tako i tokom te najbitnije nakon krize.
Primjer dobrog komuniciranja u krizi kao i lošeg, proveden je na avioindustriji i nesrećama koje su zadesile razne kompanije. Prikazano je kako njihovo komuniciranje u krizi utječe na imidž i daljnji opstanak kompanije.

Abstract (english)

Crisis is always an unpleasant surprise for any company or an organization, but it is quite normal for them. Crises are an integral part of the environment in which the organization operates and represent the change in organization but as a same time an opportunity for achieving better success. A crisis in the company or organization cannot be solved without the cooperation of all employees and external associates, therefore, it is necessary to develop adequate communication.
Communication is one of the most important tool for resolving the crisis, for which is responsible the crisis management. The intense and regular communication with employees plays an important role in business organizations because the administration gets feedback from their employees.
The goal of good communication is to create trust between the employees and the associates, owners, financial institutions, customers and suppliers. If the approach to a crisis situation is good and the advantages of the crisis communication take into account, crisis is minimized.
Internet and social networks have changed the understanding of human communication. The role of the media in informing the public in emergency situations is crucial, therefore, is extremely important to maintain good relations with them, before, during and most important after the crisis. An example of a good communication in a crisis and also a bad example, was shown through the aviation industry and the accidents that occurred in various companies. It is shown how their communication in a crisis affects the image and the further existence of the company.

• Keywords: krizni menadžment; kriza; komuniciranje u krizi; digitalno doba; avioindustrija
• Keywords (english): crisis management; crisis; communication in crisis; digital age; airline industry
• Language: croatian
• URN:NBN: urn:nbn:hr:148:285936
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2016-09-29 10:08:20