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Organizational communication impacts service efficiency and
productivity. An increase in federal funding to strengthen
communication within the airport stakeholders has failed to deliver
expected results. The purpose of this qualitative case study is to
explore whether miscommunication among the TSA agents and airport
employees relates to effective implementation of airport security
policies. The central research question focuses on the degree to
which miscommunication between the TSA and airlines regarding
prohibited items at security checkpoints impeded the effective
execution of federal law regarding carry on luggage on commercial
aircraft. Using Weick's organizational information theory, this
study examines the implementation of airport security policy
focusing on communication between government and industry
organizations. A sample of 13 private airline employees and 7
airport employees at a large U.S. commercial airport participated
in the study. Data was collected via semi structured interview
questions. Data was coded and analyzed following an inductive
coding strategy. According to study results, there is very little
evidence of miscommunications between government and airline
stakeholders regarding policy changes and expectations related to
security procedures. However, miscommunication about the same
policy changes to consumers confuses travelers, which may explain
incidences of prohibited items at the security checkpoints.
Implications for positive social change related to this study may
assist policy makers in clarifying language to better inform
travelers about security changes and prohibited items, the
objective of which will promote safer flying experiences, reduce
the potential for harm, and result in more expedient traveling.
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