CRISIS COMMUNICATION IN TOURISM

  • Vladimir Senić Faculty of Hotel Management and Tourism in Vrnjačka Banja – University of Kragujevac, Vrnjačka Banja
  • Veljko Marinković Faculty of Economics – University of Kragujevac, Kragujevac
Keywords: crisis, crisis communication, tourism

Abstract

Crisis has many forms and can occur anytime and anywhere. Unfortunately, in most cases, even when it becomes apparent that the crisis is happening, a substantial number of managers and decision makers are not yet aware that crisis is taking place and that time is running out for making an adequate response. This is particularly true for the tourism sector that is exposed to a vast number of different risks that should be approached appropriately and professionally. Otherwise, tourist organizations, as well as tourist destinations, will be faced with catastrophic consequences that might be impossible to completely recover from. The first step towards avoiding damaging image and reputation of tourism organizations and destinations is in effective communication with various types of public and stakeholders in the moments of crisis. Those are moments when public relations officers can literally determine the faith of the company or destination. The scope of this paper is to stress the significance of communication in the state of crisis and briefly cover the most efficient strategies for communicating in crisis.

Downloads

Download data is not yet available.

References

ASEAN Marketing Task Force (2006): ASEAN Crisis Communications Manual, ASEAN Marketing Task Force, Singapore. http://www.asean.org/?static_post=asean-crisis-communications-manual (26 March, 2016).

Beirman, D. (2003): Restoring Tourism Destinations in Crisis: A Strategic Marketing Approach, Allen & Unwin, Crows Nest, Australia.

Dreyer, A., Dreyer, D. & Obieglo, D. (2001): Krisenmanagement im Tourismus, R. Oldenbourg Verlag, Munchen-Wien, Germany-Austria.

Fearn-Banks, K. (2007): Crisis Communications: A Casebook Approach, Third Edition, Lаwrence Erlbaum Associates, Mahwah, New York, USA.

Germany’s Federal Ministry of the Interior (2008): Krisenkommunikation: Leitfaden fur Behorden und Unternehmen. www.bmi.bund.de (26 February, 2016).

Glaesser, D. (2003): Crisis Management in the Tourism Industry, Butterwort-Heinemann Elsevier, Oxford.

Glaesser, D. (2006): Crisis Management in the Tourism Industry, Butterwort Heinemann Elsevier, Oxford.

Niininen, O. (2013): Five Stars Crisis Management - Examples of Best Practice from the Hotel Industry, in Tiefenbacher, J. (2013): Approaches to Disaster Management - Examining the Implications of Hazards, Emergencies and Disasters, InTech Open Access Company, pp. 148-149.

Pacific Asia Travel Association (2011): Bounce Back, Tourism Risk, Crisis and Recovery Management Guide, PATA, Bangkok, Thailand.

Sönmez, S. F., Apostolopoulos, Y. & Tarlow, P. (1999): Tourism in Crisis: Managing the Effects of Terrorism, Journal of Travel Research, Volume 38, Number 1, pp. 13-14.

UNWTO (2011): Toolbox for Crisis Communications in Tourism, UNWTO, Madrid, Spain.

Vos, M., Lund, R., Reich, Z. & Harro-Loit, H. (Eds.) (2011): Developing a Crisis Communication Scorecard, Jyvaskyla University Printing House, Jyvaskyla, Finland.

Wilkerson, C. (2003): Travel and Tourism: An Overlooked Industry in the U.S. and Tenth District, Federal Reserve Bank of Kansas City – Third Quarter 2003, pp. 45-71.

Wilkis, J. & Moore. S. (2003): Tourism risk management for the Asia Pacific region: an authorative guide for managing crises and disasters, APEC, AICST, PATA, OMT, WTO, BTO, Commonwealth of Australia.

Published
2016-06-04
How to Cite
Senić, V., & Marinković, V. (2016). CRISIS COMMUNICATION IN TOURISM. TISC - Tourism International Scientific Conference Vrnjačka Banja, 1(2), 275-290. Retrieved from http://www.tisc.rs/proceedings/index.php/hitmc/article/view/186