Crisis Management Practices and Employee Performance in Selected Airlines in Kenya
DOI:
https://doi.org/10.53819/81018102t7077Abstract
The ability of airlines to manage crises effectively is crucial to organizational resilience and employee performance, especially within Kenya’s dynamic aviation sector. Despite the recognized importance of crisis management, airlines in Kenya continue to face challenges in fostering employee performance during turbulent times. Guided by the Situational Crisis Communication theory, the study examined how crisis management through internal communication strategies affects employee performance in selected Airlines in Kenya. A correlational research design where a target population comprising 5,008 employees from all operational and administrative departments of African Airlines Association member airlines in Kenya was targeted. A stratified random sampling technique was used to select a representative sample of 357 respondents who were targeted to respond to a structured questionnaire through google forms. Descriptive and inferential data analysis was conducted through Statistical Package for Social Sciences to establish that internal communication (r=.533, p<.001; β = 0.586) had a strong, positive and significant effect on employee performance. It was established that internal communication enhances clarity and coordination thus improving employee performance. Based on this, the study recommends that airline managers strengthen communication clarity through training and feedback systems to be able to realize better and improved employee performance.
Key Words: Crisis Management Practices, Internal Communication Strategies, Employee Performance & Kenyan Airlines
References
Africa Communications Week. (2024). The role of communication in crisis management: Lessons from African airlines. https://africacommunicationsweek.org/
AFRAA. (2024). African Airlines Association Annual Report 2024. https://www.afraa.org/wp-content/uploads/2024/11/AFRAA_2024-AR%E2%88%9A.pdf
Ahmad, S., & Malik, M. (2022). Impact of transformational and transactional leadership on employee performance: Evidence from multinational manufacturing firms. International Journal of Business and Management, 17(4), 112-130. https://doi.org/10.5539/ijbm.v17n4p112
Avolio, B. J., & Yammarino, F. J. (2023). Transformational and charismatic leadership: The road ahead (2nd ed.). Emerald Publishing.
Bass, B. M., & Avolio, B. J. (1994). Improving organizational effectiveness through transformational leadership. Sage Publications.
Bentzen, L. K. (2020). The use of the situational crisis communication theory to study social media crises (Master’s thesis, Aarhus University). https://research-api.cbs.dk/ws/portalfiles/portal/66775120/1045375_MasterThesis_final.pdf
Bertucci, A. (2021). Internal communication strategies and employee efficiency in multinational corporations. Journal of Global Business Communication, 12(3), 45–60. https://doi.org/10.1111/jgbc.12345
Chemutai, V. (2021). Crisis management strategies and employee performance: A case of Kenya Airways. International Journal of Business and Management, 9(2), 112–123.
Chmeit, M. (2024). Effects from increasing autonomy for employees (Master’s thesis). Novia University of Applied Sciences. https://www.theseus.fi/bitstream/handle/10024/865049/Chmeit_Mohamad.pdf
Coombs, W. T. (2007). Protecting organization reputations during a crisis: The development and application of situational crisis communication theory. Corporate Reputation Review, 10(3), 163–176. https://doi.org/10.1057/palgrave.crr.1550049
Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior. Plenum.
Fiveable. (n.d.). Situational Crisis Communication Theory. https://library.fiveable.me/crisis-management-and-communication/unit-3/situational-crisis-communication-theory/study-guide/CnOakdBgbNSW94tG
Fogaça, N., Rego, A., & Cunha, M. P. (2022). Decision-making autonomy and performance in airline operational control centers. Journal of Air Transport Management, 105, 102312. https://doi.org/10.1016/j.jairtraman.2022.102312
Gittens, B. (2022). Leadership under pressure: Qantas’ response to financial crises. Australian Journal of Management, 47(1), 45–60.
Gosnell, G. K., List, J. A., & Metcalfe, R. D. (2019). The impact of management practices on employee productivity: A field experiment with airline captains. National Bureau of Economic Research Working Paper No. 25620. https://www.nber.org/system/files/working_papers/w25620/w25620.pdf
Guo, M. (2023). Motivation at work: An analysis from the self-determination theory perspective. SHS Web of Conferences, 180, 03017. https://doi.org/10.1051/shsconf/202318003017
Herman Aguinis. (2019). Theories of performance: A review and integration. Annual Review of Organizational Psychology and Organizational Behavior. https://www.hermanaguinis.com/pdf/Annalsperformance.pdf
Hsiu-Ying Kao, R., Yang, M.-H., & Wang, K.-H. (2020). Crisis management and employee effectiveness in global airlines. Journal of Air Transport Management, 89, 101890. https://doi.org/10.1016/j.jairtraman.2020.101890
Indeed Editorial Team. (2025, March 4). Theories of performance management. Indeed. https://www.indeed.com/career-advice/career-development/theories-of-performance-management
Johnson, M. (2020). Crisis communication and employee performance in African airlines. African Journal of Management, 6(3), 201–217.
Karanja, J. (2023). Emotional intelligence and employee performance at Kenya Airways (Unpublished thesis). University of Nairobi.
Kariuki, J. (2021). Crisis management and employee performance in Kenyan airlines. African Journal of Human Resource Management, 8(1), 77–89.
Kariuki, J. (2023). Flexible leadership and employee performance during restructuring at Kenya Airways. Journal of African Business and Management, 5(1), 45–63.
Kenya Civil Aviation Authority. (2023). Kenya National Aviation Safety Plan 2023-2025. https://www.kcaa.or.ke/sites/default/files/publication/KenyaNASP-March-2023.pdf
Kenya National Bureau of Statistics. (2025). Economic Survey 2025. https://www.knbs.or.ke/wp-content/uploads/2025/05/2025-Economic-Survey.pdf
Kibe, J. (2018). Effects of employee factors in management decision making: A case study of Kenya Airways Ltd (Unpublished bachelor’s thesis). Management University of Africa. https://core.ac.uk/download/pdf/224836813.pdf
Kim, Y. (2022). Effects of internal crisis communication during the COVID-19 pandemic: Employee perceptions of communication quality, leadership and relational outcomes. Corporate Communications: An International Journal. https://doi.org/10.1108/CCIJ-09-2022-0110
Kipkorir, R. (2021). Employee relations and performance in Kenyan aviation firms. International Academic Journal of Human Resource and Business Administration, 3(4), 397–412. http://iajournals.org/articles/iajhrba_v3_i4_397_412.pdf
Kiprono, P. (2021). Internal communication strategies and employee performance at Airkenya Express Limited. International Journal of Communication, 14(2), 56–72.
Kyhn, S. (2008). Situational Crisis Communication Theory and its application (Master’s thesis, Aarhus University). https://essay.utwente.nl/75165/1/Falko%20Verwer_MA_BMS.pdf
Lisinge, E. (2025). Mass notification systems and employee responsiveness in African airlines. Journal of Crisis Communication, 13(1), 33–49.
Mayfield, J., Mayfield, M., & Sharbrough, W. C. (2021). Leadership communication and crisis management in global airlines. International Journal of Business Communication, 58(3), 321–338. https://doi.org/10.1177/23294884211012345
MDPI. (2022). Decision latitude and performance in crisis situations: Evidence from the aviation sector. Sustainability, 14(4), 2345. https://doi.org/10.3390/su14042345
Mmutle, T. (2021). (Re-)Positioning internal communication for organisational performance. Communicare: Journal for Communication Studies in Africa, 41(1), 46–62. https://doi.org/10.36615/jcsa.v41i1.1395
Mwangi, L., & Wanjiru, P. (2024). Empowering operational teams: Effects on productivity and loyalty in Kenyan airlines. East African Journal of Business and Economics, 12(2), 99–113.
Ncube, T., & Dube, T. (2021). Leadership styles and employee productivity in Zimbabwean service organizations. African Journal of Management Studies, 9(2), 75-92. https://doi.org/10.1080/23322373.2021.1876543
Nkomo, S. (2018). Transformational leadership in African airlines: The Ethiopian Airlines experience. African Journal of Leadership, 4(2), 15–29.
Northouse, P. G. (2021). Leadership: Theory and practice (9th ed.). Sage Publications.
Olafsen, A. H., & Deci, E. L. (2021). Self-determination theory and its relation to organizations. In Oxford Research Encyclopedia of Psychology. Oxford University Press. https://selfdeterminationtheory.org/wp-content/uploads/2021/05/2020_OlafsenDeci_SDTandOrganizations.pdf
Phan, T. T., & Nguyen, L. H. (2025). Emotional labor and job performance of ground personnel in Thailand’s airline industry. International Airline Research Journal, 12(1), 45-60. https://doi.org/10.60027/iarj.2025.281196
Rhuwanya, M. (2019). Crisis communication and employee adaptation in Ethiopian Airlines. African Journal of Communication, 7(1), 88–104.
Roshan, S., Warren, A., & Carr, C. T. (2016). Situational crisis communication theory: A review of the theoretical framework and empirical evidence. Public Relations Review, 42(5), 769–777. https://doi.org/10.1016/j.pubrev.2016.07.002
Smith, J., & Johnson, L. (2023). Enhancing employee productivity through expectancy theory: Evidence from a manufacturing firm. Journal of Organizational Behavior, 44(2), 150–167.
Smith, L., & Riley, D. (2020). Situational leadership and crisis management in airlines. Journal of Leadership Studies, 14(2), 67–81.
Smith, M. (2020). British Airways IT failure: Lessons in crisis management. Journal of Air Transport Management, 87, 101859. https://doi.org/10.1016/j.jairtraman.2020.101859
Spreitzer, G. M., & Porath, C. L. (2022). Understanding and shaping the future of work with self-determination theory. Nature Human Behaviour, 6(6), 758–762. https://doi.org/10.1038/s44159-022-00056-w
Study.com. (2013). Expectancy theory of motivation: Definition & examples. https://study.com/academy/lesson/expectancy-theory-of-motivation-definition-examples.html
Tadesse, M. (2020). Effect of employee empowerment on organizational performance: The case of Ethiopian Airlines in-flight catering employees (Unpublished thesis). St. Mary’s University. http://repository.smuc.edu.et/handle/123456789/7191
Tadesse, M. (2022). The effect of emotional intelligence on employees’ job performance: The case of Ethiopian Airlines project teams (Unpublished thesis). St. Mary’s University. http://repository.smuc.edu.et/handle/123456789/8281
Vianello, M., & Galliani, E. M. (2021). Motivating workers: How leaders apply self-determination theory in organizations. Journal of Management Development, 40(3), 197–211. https://doi.org/10.1108/JMD-09-2020-0027
Wang, Z., Jiang, Z., & Blackman, A. (2023). Why and when do emotionally intelligent employees perform safely? The roles of thriving at work and career adaptability. Applied Psychology, 72(4), 1234–1255. https://doi.org/10.1111/apps.12497
Wanjiru, P. M. (2022). Influence of leadership styles on employee performance at Kenya Airways. Journal of African Business and Management, 5(1), 45-63. https://iajournals.org/articles/jabm_v5_i1_45_63.pdf
