Analyzing the image of pelita air service after super puma incident through customer perspective and the role of public relations in supporting the image improvement

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Analyzing the image of pelita air service after super puma incident through customer perspective and the role of public relations in supporting the image improvement

Pohan, Mayang Sari - Personal Name; Sjafei, Netta J. - Personal Name;

The objectives of this research is to identify and describe the image of Pelita Air Service through customer perspective after the SUPER PUMA incident occurred, whether it has changed to negative or remain positive and how the Public Relations support the image improvement of Pelita Air Service. This study uses qualitative research methods with descriptive study as the research design. The use of qualitative methods is to know about the image Pelita Air Service from customer perspective and what is the role of Public Relations in supporting the image improvement of Pelita Air Service. The descriptive study design was to describe the process and the research data was obtained through interviews with three customers of Pelita Air Service and also from Public Relations and Marketing division of Pelita Air Service, observation and literature study. The conclusion of this research is the image Pelita Air Service is still positive in customer point of view and also at the present time, despite the SUPER PUMA incident and although the Public Relations' is not programmed well and does not have essential functions in Pelita Air Service but it has significant role in supporting the image improvement of Pelita Air Service on SUPER PUMA incident. Author suggested that Pelita Air Service should have a Public Relations program or strategy, both internal and external. So if there were an issue or crisis a strategy can be implemented. If the program or strategy is successful the result will be good both for the image Pelita Air Service and stakeholders, especially customers

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B00846 (wh) Available

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Series Title: -
Call Number: 846
Publisher: : Swiss German University., 2010
Collation: -
Language: English
ISBN/ISSN: -
Classification: NONE
Content Type: -
Media Type: -
Carrier Type: -
Edition: -
Subject(s): PR
Specific Detail Info: -
Statement of Responsibility: -

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