Public Opinion Analysis and Crisis Response in Mass Incidents: A Case Study of a Flight Delay Event in China

摘要

Mass incidents caused by transportation malfunction generally refers to the course of conflicts which caused by abnormal weather or meteorological reasons in travel services. Because of the large scale and concentration of the group, and also the consistency of group's interest, such event always vulnerable to transformed into conflict or arising to a crisis, impact on social stability greatly. This article will take the mass incidents of passengers in Kunming Airport at 2013.1.3-2013.1.5 as an example. The social public feelings in the incidents will be analyzed, the reasons of the incidents will be given, and the decision making methods will be provided to help making decisions.