Cultural issues in airline crisis communications: A Japan‐US comparative study

Abstract

Drawing upon Hofstede's (1980, 1991) five dimensions of culture, this study contrasts the organizational responses to two major airline crashes that occurred in 1985 in Japan and the United States. Using a qualitative approach, the study reveals significant cultural differences that affected communications practices by Japan Air Lines and Delta Air Lines. Findings are based upon analysis of 198 US newspaper stories and 196 Japanese newspaper and magazine stories published during the 10 days that followed each disaster. The study reveals significant differences in the use of apology, media strategies, and litigation concerns. The findings suggest that cultural sensitivity is a key to developing a successful crisis communication plan in the airline industry.

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