Why Legitimacy Matters in Crisis Communication: A Case Study of the 'Nut Rage' Incident on Korean Air
Item
Title
Why Legitimacy Matters in Crisis Communication: A Case Study of the 'Nut Rage' Incident on Korean Air
List of Authors
Myungok Chris Yim and Hyun Soon Park
Abstract
This study analyzes the December 2014 'nut rage' incident on Korean Air Lines by means of in-depth interviews with corporate communication experts. We examine how Korean Air managed this crisis of legitimacy, asking whether its legitimization strategy and tactics were effective. The authors argue that Korean Air breached both cognitive and moral legitimacy in terms of leadership, corporate culture, internal and external communication, and legality. The results demonstrate to other organizations what types of legitimacy resources and tactics are required in order to meet social expectations in their responses to crises.
Date
2019
Publication Title
Journal of Business and Technical Communication
Publisher
Sage Journals
Identifier
DOI: 10.1177/1050651918816360
Bibliographic Citation
Why Legitimacy Matters in Crisis Communication: A Case Study of the 'Nut Rage' Incident on Korean Air. Myungok Chris Yim; Hyun Soon Park. Journal of business and technical communication. , 2019, Vol.33(2), p.172-202
