Krizno komuniciranje Zračne luke Dubrovnik

master's thesis

• Title (english): Crisis communication of Dubrovnik Airport
• Author: Mihaela Ljubić
• Mentor: Ivan Burić (mentor)
• Mentor: Davor Trbušić (sumentor)
• Committee member: Tanja Grmuša (predsjednik povjerenstva)
• Committee member: Ivana Jeleč (član povjerenstva)
• Committee member: Davor Trbušić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Croatian Studies; (Department of Communication Sciences); Zagreb
• Defense date and country: 2024-07-17, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Information and Communication Sciences; Communicology

Abstract

Kvalitetna komunikacija tvrtke, kako s partnerima, tako i s klijentima jedan je od bitnih
čimbenika uspješnog poslovanja. Budući da je Zračna luka Dubrovnik jedan od nositelja
gospodarskog razvoja krajnjeg juga države, u ovom radu bit će obrađeni procesi i strategije
kriznog komuniciranja, analiza pristupa, taktika i učinkovitosti komunikacije u kriznim
situacijama primijenjenih upravo u Zračnoj luci Dubrovnik. Prateći razvoj kriznog
komuniciranja kroz razdoblje koje obuhvaća Domovinski rat (1991.), nesreću Ronalda
Browna (1996.), Svjetsku globalnu krizu (2008.), oružanu pljačke (2019.), te pandemiju
COVID-19 (2020.) cilj istraživanja je razumjeti kako se Zračna luka Dubrovnik nosi s
kriznim situacijama kroz svoje strategije i pristupe kriznom komuniciranju te identificirati
uspješne prakse i potencijalna područja poboljšanja. Zračna luka Dubrovnik ključni je
čimbenik u turističkom sektoru i povezanosti s drugim dijelovima svijeta, stoga, u trenutku
suočavanja s raznim krizama, to može imati ozbiljan utjecaj na njezino poslovanje. U takvim
situacijama, učinkovito krizno komuniciranje postaje ključno za očuvanje ugleda, povjerenja
putnika, partnera i šire javnosti. Iako je prevencija krize sama po sebi najbolji recept za
uspješno poslovanje, provedeno desk istraživanje jednako kao i provedba intervjua pokazali
su da je u krizama ključna planska pripremama i simulacija, brza i transparentna
komunikacija s javnostima te evaluacija učinka kriznog komuniciranja. Svi ti faktori uvelike
pridonose uspješnom poslovanju ozbiljne i odgovorne tvrtke te reputaciji iste u medijima i
široj javnosti.

Abstract (english)

A quality communication, both with partners and clients, is one of the essential factors of
successful business. Since Dubrovnik Airport is one of the actuators of economic
development in the far south of the country, in this paper, processes and strategies of crisis
communication, analysis of approaches, tactics and effectiveness of communication in crisis
situations applied exactly at Dubrovnik Airport will be discussed. Following the development
of crisis communication through the period that includes the Homeland War (1991), the
Ronald Brown accident (1996), the World Global Crisis (2008), armed robbery (2019) and the
COVID-19 Pandemic (2020) the aim of the research is to understand how Dubrovnik Airport
deals with crisis situations through its strategies and approaches to crisis communication and
to identify successful practices and potential areas of improvement. Dubrovnik Airport is a
key factor in the tourism sector and connections with other parts of the world, therefore, at the
moment of facing various crises, this can have a serious impact on its business. In such
situations, effective crisis communication becomes essential for preserving the reputation and
trust of passengers, partners and the general public. Although crisis prevention in itself is the
best way to a successful business, the research showed that in crises planning preparations and
simulation, fast and transparent communication with the public and evaluation of the impact
of crisis communication are the key to success. All these factors greatly contribute to the
successful operation of a serious and responsible company and its reputation in the media and
the general public.

• Keywords: krizno komuniciranje; kriza; Zračna luka Ruđer Bošković; strateško komuniciranje; zrakoplovna industrija
• Keywords (english): crisis communication; crisis; Ruđer Bošković Airport; strategic communication; aviation industry
• Language: croatian
• URN:NBN: urn:nbn:hr:111:979061
• Study programme: Title: Communication Studies (Single Major, Science Stream); Study programme type: university; Study level: graduate; Academic / professional title: sveučilišni/a magistar/magistra komunikologije (sveučilišni/a magistar/magistra komunikologije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2024-07-17 12:03:51