Cruise Lines’ Crisis Communication Strategies on X During the Pandemic: Results of Content Analysis

Ginevra Testa
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Ginevra Testa: University of Genoa

Chapter Chapter 6 in Social Media and Crisis Communication in the Cruise Industry, 2025, pp 143-179 from Springer

Abstract: Abstract To explore crisis communication from an organisational perspective, the chapter adopts a content analysis using NVivo 12 software to investigate the crisis communication strategies adopted by the three main cruise operators during the different phases of the pandemic, on social media X. Starting from the literature review, a codebook was developed on the most relevant macro-themes to code and categorise the corporate messages disseminated on social media X, during the period between February 2020 and July 2023. This time horizon was divided into six specific phases to explore the changes in communications that occurred during the evolution of the Covid-19 pandemic. The chapter concludes with a cluster analysis aimed at identifying combinations of communication strategies and time orientation, providing a comprehensive overview of communication choices in the analysed context.

Date: 2025
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DOI: 10.1007/978-3-031-83896-5_6

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