The tourism industry is arguably one of the most important sources of income and foreign exchange, and is growing rapidly. However, national and international crises have huge negative economic consequences. Crisis Management in the Tourism Industry aims to illustrate the theories and actions that can be taken to better understand consumer, economic and environmental reaction, in order for the businesses involved to be more prepared for such events. Now in its second edition, this text has been fully revised and extended to include recent events such as Bali, SARS and international terrorism, expanding sections such as:*Terrorism and criminal activities*Risk perceptions and the influencing variables*The stakeholder concepts*Analysis methods- visibility of advantages/disadvantages of methods*Marketing instruments and best practicesWritten by one of the world's leading experts from the World Tourism Organisation, the book has global coverage, and presents international, up-to-date case studies and examples from countries such as the UK, Australia and USA. The book provides discussion of:*The influential effect of the mass media How crises effect the purchase decision process Destination branding/image and its manipulation Preventative crises management and strategiesCrisis Management in the Tourism Industry is an essential guide to explaining how the tourism industry can prepare and succeed in the face of the effects of crises. * Revised and updated to including recent events (especially Bali, SARS and international terrorism), new case studies and practical up-to-date information. * Understanding effects of crises on the tourism industry and how businesses can prepare and succeed in these times* Global coverage and perspective with cases and examples from the UK, Australia and USA. * Written by one of the world's leading experts from the World Tourism Organisation
Author(s): Dirk Glaesser
Edition: 2
Year: 2006
Language: English
Pages: 352
Front cover......Page 1
Crisis Management in the tourism industry......Page 3
Copyright page......Page 5
Contents......Page 8
Preface......Page 12
1 Tourism in a changing world......Page 14
1.1 The living conditions of humans......Page 15
1.2 Natural changes......Page 20
2.1 What is a crisis?......Page 24
2.2 What are negative events in tourism?......Page 29
2.3 What is crisis management?......Page 34
3 Crises' spheres of activity......Page 42
3.1 The consumer as a sphere of activity......Page 43
3.2 The tourism product as a sphere of activity......Page 71
3.3 Competitors as spheres of activity......Page 91
3.4 The state as a sphere of activity......Page 95
3.5 Investors, personnel and other spheres of activity......Page 101
3.6 Ranking of activity spheres......Page 102
4 Methods of analysis and prognosis......Page 104
4.1 Identification of important areas and events......Page 105
4.2 Systems and methods of early warning......Page 118
5.1 Preventive crisis management within the framework of corporate strategy......Page 150
5.2 Preventive crisis management measures through strategic actions......Page 156
5.3 Basic forms of crisis handling strategies......Page 165
6 Crisis planning and organizational measures......Page 172
6.1 Generic planning......Page 173
6.2 Contingency planning......Page 184
6.3 Training......Page 188
6.4 Preventive planning......Page 190
7.1 Basic decisions......Page 192
7.2 Product policy......Page 198
7.3 Price policy......Page 208
7.4 Distribution policy......Page 216
7.5 Communication policy......Page 221
8 The future of crisis management......Page 256
Bibliography......Page 258
C......Page 274
E......Page 276
G......Page 277
I......Page 278
M......Page 279
P......Page 280
S......Page 281
T......Page 282
Y......Page 283
