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undergraduate thesis
Upravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa
Zagreb: University of Zagreb, Faculty of Croatian Studies, 2024. urn:nbn:hr:111:260264
Hren, Marta
University of Zagreb
Faculty of Croatian Studies

Institutional repository: Repository of University of Zagreb, Centre for Croatian Studies

Cite this document

Hren, M. (2024). Upravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa (Undergraduate thesis). Zagreb: University of Zagreb, Faculty of Croatian Studies. Retrieved from https://urn.nsk.hr/urn:nbn:hr:111:260264

Hren, Marta. "Upravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa." Undergraduate thesis, University of Zagreb, Faculty of Croatian Studies, 2024. https://urn.nsk.hr/urn:nbn:hr:111:260264

Hren, Marta. "Upravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa." Undergraduate thesis, University of Zagreb, Faculty of Croatian Studies, 2024. https://urn.nsk.hr/urn:nbn:hr:111:260264

Hren, M. (2024). 'Upravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa', Undergraduate thesis, University of Zagreb, Faculty of Croatian Studies, accessed 29 December 2024, https://urn.nsk.hr/urn:nbn:hr:111:260264

Hren M. Upravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa [Undergraduate thesis]. Zagreb: University of Zagreb, Faculty of Croatian Studies; 2024 [cited 2024 December 29] Available at: https://urn.nsk.hr/urn:nbn:hr:111:260264

M. Hren, "Upravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa", Undergraduate thesis, University of Zagreb, Faculty of Croatian Studies, Zagreb, 2024. Available at: https://urn.nsk.hr/urn:nbn:hr:111:260264

Metadata
TitleUpravljanje krizama i krizno komuniciranje: analiza incidenta United Airlinesa
Title (english)Crisis Management and Crisis Communication: Analysis of United Airlines incident
AuthorMarta Hren
MentorLana Ciboci Perša (mentor)
MentorDavor Trbušić (sumentor)
Committee memberLana Ciboci Perša (predsjednik povjerenstva)
Committee memberDavor Trbušić (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Croatian Studies
Zagreb
Defense date and country2024-07-10, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Communicology
Abstract
Ako organizacije nisu proaktivne i ne saniraju probleme na vrijeme, može se razviti kriza – događaj s negativnim posljedicama koji zahtijeva brzu reakciju. Uzroci krize mogu biti unutarnji i vanjski te se uglavnom na temelju uzroka razlikuju vrste kriza. Kako bi posljedice krize bile što manje štetne, nužno je učinkovito upravljati i komunicirati prije, tijekom i nakon krize. Pretkrizna faza uključuje prevenciju i pripremu. Krizna faza zahtijeva brz, usklađen i iskren odgovor, stručnost glasnogovornika te korektnu suradnju s medijima. Ovisno o kriznoj situaciji primjenjuju se strategije odgovora na krizu. Cilj je zaštiti reputaciju i imidž koje je potrebno i prethodno dobro izgraditi. Postkrizno razdoblje fokusira se na nastavak komunikacije, evaluaciji napora te organizacijskom učenju. U središtu ovog rada je analiza kriznog komuniciranja United Airlinesa uslijed incidenta iz 2017. godine kada je aviokompanija nasilno uklonila putnika s prebukiranog leta. Pritom se naglašavaju temeljni uzusi krizne komunikacije, poput pripremljenosti za krizne situacije, odabira odgovarajuće komunikacijske strategije te empatičnog odgovora.
Abstract (english)
If organizations are not proactive and don't resolve the issues on time, a crisis can emerge – an event with negative consequences that require a quick reaction. The causes of the crisis can be internal and external, and the types of crises differ mainly based on the cause. For the consequences to be as harmless as possible, it is necessary to manage and communicate effectively before, during, and after the crisis. The pre-crisis phase includes prevention and preparation. The crisis phase requires a quick, coordinated, honest response, the spokesperson's expertise, and cooperation with the media. Depending on the crisis, the organization applies crisis response strategies. The aim is to protect the reputation and image that needs to be well-established beforehand. The post-crisis period focuses on continuous communication, evaluation of efforts, and organizational learning. An analysis of the United Airlines case, when the airline forcibly removed a passenger from an overbooked flight in 2017, examines the organization's communication with the public during and after the crisis. The importance of preparation, communication strategy, and empathetic response is emphasized.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:111:260264
Study programmeTitle: Communication Studies (Single Major)
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) komunikologije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) komunikologije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2024-11-04 13:53:08