Corporate Crisis Communication and Institutional Trust at the Kenya Airports Authority

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https://doi.org/10.71064/spu.amjr.11.1.2026.530
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Vol. 11 No. 1 (2026): African Multidisciplinary Journal of Research

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June Nasimiyu Khisa
St. Paul's University

Abstract

This paper analyzes corporate crisis communication and institutional trust at Kenya Airports Authority (KAA) during incidents affecting service delivery or continuity. Conceptualized through SCCT, Institutional Trust Theory, and Sustainable Governance lenses, this study reviews documentary evidence of official communication materials, regulatory reports, news coverage, and policy statements made public by KAA or key stakeholders during crises affecting Kenya’s airport sector. Employing a qualitative documentary case study methodology and thematic content analysis, this study examines crisis communication messaging according to criteria of timeliness, transparency, accountability, consistency, and stakeholder orientation. Results show that KAA communication is formalized and institutionalized, prompt, and heavily weighted toward themes of business continuity, passenger reassurance, and institutional stability. These characteristics enable crisis communication to instill short-term confidence and trust through depictions of competence and control during disruption. At the same time, analysis of the reviewed documents revealed patterns of reactive messaging, unidirectional communication, conditional transparency, and limited public communication of lessons learned or accountability measures. These findings limit the ability of crisis communication practices to build long-term trusting relationships within a public infrastructure context. The paper concludes by arguing that in public infrastructure institutions, crisis communication should prioritize sustainable governance values such as transparency, accountability, and public learning over short-term reputational protection.

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How to Cite
Corporate Crisis Communication and Institutional Trust at the Kenya Airports Authority. (2026). African Multidisciplinary Journal of Research, 11(1), 173-188. https://doi.org/10.71064/spu.amjr.11.1.2026.530

How to Cite

Corporate Crisis Communication and Institutional Trust at the Kenya Airports Authority. (2026). African Multidisciplinary Journal of Research, 11(1), 173-188. https://doi.org/10.71064/spu.amjr.11.1.2026.530

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