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A Case Study of Crisis Management Training Needs: Saudi Airlines Hussain Saad Alqahtani Nova Southeastern University, [email protected]

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A Case Study of Crisis Management Training Needs: Saudi Airlines Hussain Saad Alqahtani Nova Southeastern University, Hussainalqahtani@Hotmail.Com Nova Southeastern University NSUWorks Department of Conflict Resolution Studies Theses CAHSS Theses and Dissertations and Dissertations 1-1-2019 A Case Study of Crisis Management Training Needs: Saudi Airlines Hussain Saad Alqahtani Nova Southeastern University, [email protected] This document is a product of extensive research conducted at the Nova Southeastern University College of Arts, Humanities, and Social Sciences. For more information on research and degree programs at the NSU College of Arts, Humanities, and Social Sciences, please click here. Follow this and additional works at: https://nsuworks.nova.edu/shss_dcar_etd Part of the Social and Behavioral Sciences Commons Share Feedback About This Item NSUWorks Citation Hussain Saad Alqahtani. 2019. A Case Study of Crisis Management Training Needs: Saudi Airlines. Doctoral dissertation. Nova Southeastern University. Retrieved from NSUWorks, College of Arts, Humanities and Social Sciences – Department of Conflict Resolution Studies. (127) https://nsuworks.nova.edu/shss_dcar_etd/127. This Dissertation is brought to you by the CAHSS Theses and Dissertations at NSUWorks. It has been accepted for inclusion in Department of Conflict Resolution Studies Theses and Dissertations by an authorized administrator of NSUWorks. For more information, please contact [email protected]. A Case Study of Crisis Management Training Needs: Saudi Airlines by Hussain Alqahtani A Dissertation Presented to the College of Arts, Humanities, and Social Sciences of Nova Southeastern University in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Nova Southeastern University 2019 Table of Contents List of Tables .................................................................................................................. v List of Figures ................................................................................................................ vi Abstract .......................................................................................................................... xi Chapter 1: Introduction ................................................................................................... 1 Purpose of the Study .................................................................................................. 4 Background of the Study ........................................................................................... 6 Stakeholders Affected ......................................................................................... 12 Problem Statement .............................................................................................. 14 Research Questions ............................................................................................. 16 Relevance/Significance of the Problem .............................................................. 17 Brief Overview of Theoretical Foundations of the Study ................................... 20 Conclusion to the Chapter ................................................................................... 22 Chapter 2: Review of Literature ................................................................................... 24 Introduction .............................................................................................................. 24 Theoretical Underpinning of the Study .................................................................... 24 Systems Theory ................................................................................................... 25 Theories of Crisis Management .......................................................................... 31 Crises Typologies ..................................................................................................... 40 Common Crises ................................................................................................... 40 Crises Affecting Airlines and Airports ............................................................... 43 Airport/Air Transport Crises: Cases ................................................................... 46 Terrorism and the US Response ......................................................................... 52 i International Air Transportation Association Training ....................................... 61 Issues Specific to Saudia and the Kingdom of Saudi Arabia .............................. 62 Gaps in the Literature .......................................................................................... 66 Chapter 3: Methodology ............................................................................................... 67 Research Methodology ............................................................................................ 67 Data: Collection and Analysis ............................................................................ 69 Sampling and Survey Data Collection ................................................................ 71 Survey Data Analysis .......................................................................................... 72 Instrumentation ................................................................................................... 73 Ethical Issues ...................................................................................................... 75 Summary of Chapter ........................................................................................... 75 Chapter 4: Results ......................................................................................................... 77 Introduction .............................................................................................................. 77 Survey Results ......................................................................................................... 78 Demographic Data .............................................................................................. 78 Issues Regarding Crises and Crisis Experiences ................................................ 80 Current approach to dealing with a crisis ........................................................... 93 Conclusion to the Section ................................................................................... 95 Safety Training Programs: Comparative Analysis .................................................. 95 IATA and Other Training Providers: Sample of Programs ................................ 96 Airline Emergency Response ............................................................................ 107 Emergency Response Drill ............................................................................... 108 Emergency Response Manual ........................................................................... 108 ii Emergency Response assessment report ........................................................... 108 Aviation Emergency Response training course overview ................................ 108 Emergency Response Drill ............................................................................... 109 Emergency Response Manual ........................................................................... 109 Emergency Response assessment report ........................................................... 109 Key Elements in Crisis Management Training ................................................. 110 The Saudi General Authority of Civil Aviation ................................................ 111 Conclusion to the Chapter ...................................................................................... 116 Chapter 5: Discussion ................................................................................................. 118 Introduction ............................................................................................................ 118 Subquestion 1 .................................................................................................... 119 Subquestion 2 .................................................................................................... 123 Subquestion 3 .................................................................................................... 126 Subquestion 4 .................................................................................................... 131 Subquestion 5 .................................................................................................... 135 Safety Policy Statement .................................................................................... 135 Subquestion 6 .................................................................................................... 139 A Model of Crisis Management ........................................................................ 140 Conclusions ............................................................................................................ 141 Chapter 6: Summary, Recommendations, and Conclusions ....................................... 143 Introduction to the Chapter .................................................................................... 143 Summary of Key Findings ................................................................................ 144 Recommendations .................................................................................................. 152 iii Recommendations for Saudia ........................................................................... 152 Recommendations for Further Research ........................................................... 155 Conclusions
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