Table 3.

Measurement scales and summary statistics.

Command and Information (ICAO, 2014; MOTC, 2015; Yin and Jing, 2014) (Mean = 4.30, Reliability = 0.950, AVE. = 0.86)
●Clear lines of authority and sufficient authorization from top management
●Information flow is clear and unblocked
●Information disclosed is transparent, complete, accurate and consistent
●Responsibilities and accountabilities of top managers and crisis response management team
●Prompt and timely disclosure of information
Coordination and Integration (Mean = 4.05, Reliability = 0.820, AVE. = 0.83)
●Internal coordination for emergency management
●Feedback and review on plan
●Timely communication with relevant parties
●Coordination with government agencies
●Coordination with company partners
●Communication with the media
Management and Learning (Mean = 4.08, Reliability = 0.789, AVE. = 0.79)
●Keep complete crisis management related data for further implications
●Learning and improving from the crisis experience
●Regular crisis management training programs and exercises
●Referring to similar crisis from other airlines, learning and improving for a better crisis management capability
●Personnel scheduling and logistic support
●Response and action under complicated situations, governmental pressure and partners
Providing assurance (Mean = 3.92, Reliability = 0.870, AVE. = 0.81)
●Airline service staff are reliable, providing safety air transport service for passengers
●Airline service staff has full authorization from airline, providing qualified air transport service politely.
Brand Attitude (Brett et al., 2008; Mitchell and Olson, 1981) (Mean = 3.92, Reliability = 0.870, AVE. = 0.81)
●I can fully understand the sincerity of airline when airline is handing a crisis
●I'm satisfied with airline's compensation measures during strike crisis
●I have bought products due to the influence of properly crisis management.
●I keep using an airline brand only because of properly crisis management.
●Properly crisis management help me to remember an airline brand.
Brand Credibility (Erdem and Swait, 2004) (Mean = 2.03, Reliability = 0.935, AVE. = 0.73)
●This brand reminds me of some brand who is competent and knows what they are doing.
●This brand has the ability to deliver what it promises.
●This brand delivers what it promises.
●This brand's product claims are believable.
●Over time, my experiences with this brand have led me to expect it to keep its promises, no more and no less.
●This brand has a name you can trust.
●This brand doesn't pretend to be something it isn't.
Intention (Jamieson and Bass, 1989; Putrevu and Kenneth, 1994) (Mean = 4.26, Reliability = 0.807, AVE. = 0.82)
●It's my pleasure to take this airline brand again.
●It's my pleasure to recommend my relatives to take this airline brand.

With N = 664, χ² = 1089.34(P = 0.00, df = 434), χ²/df = 2.51, GFI = 0.94, CFI = 0.99, RMSEA = 0.038.