Year of Publication


Degree Name

Master of Arts (MA)

Document Type

Master's Thesis


Communication and Information



First Advisor

Dr. Shari R. Veil


Supply chains are developed to reduce business expenses and increase efficiency. However, a disruption in the supply chain, or a failure in one of the links, can expose organizations to crises that can severely impact short-term bottom line and long-term corporate reputation. This study examines the communication challenges inherent in supply chain crises using Samsung’s 2016 Galaxy Note 7 phone crisis as a case study. Results of this study show, in a supply chain crisis, stakeholders hold the organization responsible, regardless of where in the supply chain the break occurred. This study also examines the impact of complexity inherent to supply chain crises and the challenges organizations face during a crisis when organizational reputation is impacted by links in the supply chain outside the organization’s direct control.

Digital Object Identifier (DOI)