Social Media and Crisis Communication in the Cruise Industry

Ginevra Testa completed her PhD at the Italian Centre of Excellence on Logistics, Transport, and Infrastructure (CIELI) at the University of Genoa, where she is now a Research Fellow. Her research focuses on crisis communication in the digital age, social media communication by startups, and the metaverse's strategic implications. She has also gained professional experience in strategic communication at Michelin S.p.A.

• 1. The Importance of Crisis Communication.- 2. Crisis Communication and Social Media.- 3. Crisis Communication and Health Crises: A Systematic Literature Review.- 4. Social-Media Crisis Communication in the Tourism and Hospitality Sector: An Empirical Investigation in the Cruise Industry.- 5. Cruise Lines’ Crisis Communication Strategies on X During the Pandemic: Results of Content Analysis.- 6. Efficacy of Cruise Lines’ Crisis Communication Strategies During the Pandemic: Results of Sentiment Analysis.- 7. Conclusion.