The results have indicated that: (1) Communication crisis has negative relationship with consumer’s attitude, for example, consumers have strongly objected and boycotted Vietjet Air; (2) Crisis management has positively influenced consumer’s attitude; (3) Consumer’s attitude has a positive relationship with purchase intention; (4) communication crisis has many consequences namely “lose faith from consumer and community”, “decrease the firm’s competitiveness”, “lead to a boycott from the consumers”. |
