Document Type : Research Paper
Abstract
The tourism industry is one of the most susceptible industries against the crisis and crisis management in tourism industry would be turned into an inevitable necessity. The present study tries to provide practical solutions to the crisis in the tourism industry by defining and describing the crisis in the tourism industry, using the technique of the failure mode and effect analysis. This preventive approach is an action against what may happen in the future and obviously, the implementation of remedial measures in the early stages will cost less money and time. This is an applied developmental research which by examining existing models for crisis management and taking into account the nature of the services in the tourism industry, presented a model for managing crisis prevention in this industry. Finally, the proposed research model was validated by a team of industry and university experts.
Keywords
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27. Kellogg, D.L., & Nie, W. (1995). A framework for strategic service management. Journal of Operations Management, 13(4)
28. Laws, E., and B. Prideaux, (2005). Crisis Management: A Suggested Typology, Journal of Travel & Tourism Marketing, 19(02/01)
29. Lepp, A., and H. Gibson, (2003). Tourist Roles, Perceived Risk and International Tourism, Annals of Tourism Research,30(3)
30. Maditinos, Zissis, Vassiliadis, Christos, (2008). Crises and Disasters in Tourism industry:Happen locally- Affect globally, MIBES E-BOOK
31. McKercher, B. and E. L. L. Hui, (2004). Terrorism, economic uncertainty and outbound travel from Hong Kong, in: C. M. Hall, D. J. Timothy & D. T. Duval (Eds) Safety and Security in Tourism. Relationships, Management and Marketing, (New York: Haworth Press).
32. Paraskevas, A.(2006). Crisis management or crisis response system? A complexity science approach to organizational crisis, management decision, 44(7)
33. Parsons, W., (1996). Crisis management”, Career Development International, 1(5)
34. Pforr, C., (2006). Tourism in Post-Crisis is Tourism in Pre-Crisis: A Review of the Literature on Crisis Management in Tourism, Curtin University of Technology, School of Management.
35. Richardson, B. (1994). Crisis management and management strategy,Time to ‘‘loop the loop?’’. Disaster Prevention and Management, 3(3)
36. Sausmarez N.,(2007). Crisis Management, Tourism and Sustainability: The Role of Indicators, Journal of Sustainable Tourism, 5(6)
37. Sellnow, T., Seeger, M., Ulmer, R.,(2002). Chaos theory, informational needs and natural disaster, journal of applied communication research, 30(4)
38. Seymour M, and S.Moore, (2000) Effective Crisis Management: Worldwide Principles and Practice, Cassell: London.
39. Shostack, G.L. (1987). Service positioning through structural change. Journal of Marketing, 51(1),
40. Volo, Serena (2008). Communicating Tourism Crises Through Destination Websites, Journal of Travel & Tourism
9. Carlzon, J. (1987). Moments of truth (MA thesis, Cambridge University).
10. Coles, T., (2004). A local reading of a global disaster. Management and Marketing, New York: Haworth Press
11. Creswell, J., & Plano Clark, (2007). Designing and Conducting Mixed Methods Research. Sage publication, 1st edition.
12. Czepiel, J.A., Solomon, M.R., & Surprenant, C.F. (1985). The service encounter. Lexington, MA: Lexington Books.
13. Devlin, Edward S. (2007). Crisis Management Planning and Execution, Auerbach Publications
14. David K. H. Chua, M.ASCE1; and Myriam Godinot,(2006). Use of a WBS Matrix to Improve Interface Management in Projects , journal of construction engineering and management
15. De Brentani, U. (1989). Success and failure in new industrial services. Journal of Product Innovation Management, 6(3)
16. Farazmand, A. (2009). Hurricane Katrina, the crisis of leadership and chaos management: time for trying the surprise management theory in action, public organization review, 9(4)
17. Faulkner, Bill, (2001). Towards a framework for tourism disaster management, Tourism Management, 22.
18. Filiatrault, P., Harvey, J., & Chebat, J.C. (1996). Service quality and service productivity managementpractices. Industrial Marketing Management, 25(3)
19. Fitzsimmons, J.A., & Fitzsimmons, M.J. (1994). Service management for competitive advantage. New York, NY: McGraw-Hill.
20. Geuma, Youngjung, Shinb, Juneseuk, Parka, Yongtae, (2011). FMEA-based portfolio approach to service productivity improvement, The Service Industries Journal, Vol. 31, No. 11
21. Hill, T.P. (1977). On goods and services. The Review of Income and Wealth, 23(4)
22. Levitt, T. (1972). Production-line approach to services. Harvard Business Review, 50(5)
23. Shostack, G.L. (1987). Service positioning through structural change. Journal of Marketing, 51(1)
24. Hills, Alice, (2005). Insidious Environments: Creeping Dependencies and Urban Vulnerabilitie, Journal of Contingencies and Crisis Management, Volume 13, Issue 1
25. Johne, A., & Storey, C. (1998). New service development: A review of the literature and annotated bibliography. European Journal of Marketing, 32(3/4)
26. Karagiannis, A., Z. Maditinos, and C. Vassiliadis, (2006). Organizational Preparation for Crises and Disasters in the Tourism Sector: Perceptions and Planning of Tourist Businesses in Northern Greece, Proceedings of 24th EuroCHRIE Congress, Thessaloniki,
27. Kellogg, D.L., & Nie, W. (1995). A framework for strategic service management. Journal of Operations Management, 13(4)
28. Laws, E., and B. Prideaux, (2005). Crisis Management: A Suggested Typology, Journal of Travel & Tourism Marketing, 19(02/01)
29. Lepp, A., and H. Gibson, (2003). Tourist Roles, Perceived Risk and International Tourism, Annals of Tourism Research,30(3)
30. Maditinos, Zissis, Vassiliadis, Christos, (2008). Crises and Disasters in Tourism industry:Happen locally- Affect globally, MIBES E-BOOK
31. McKercher, B. and E. L. L. Hui, (2004). Terrorism, economic uncertainty and outbound travel from Hong Kong, in: C. M. Hall, D. J. Timothy & D. T. Duval (Eds) Safety and Security in Tourism. Relationships, Management and Marketing, (New York: Haworth Press).
32. Paraskevas, A.(2006). Crisis management or crisis response system? A complexity science approach to organizational crisis, management decision, 44(7)
33. Parsons, W., (1996). Crisis management”, Career Development International, 1(5)
34. Pforr, C., (2006). Tourism in Post-Crisis is Tourism in Pre-Crisis: A Review of the Literature on Crisis Management in Tourism, Curtin University of Technology, School of Management.
35. Richardson, B. (1994). Crisis management and management strategy,Time to ‘‘loop the loop?’’. Disaster Prevention and Management, 3(3)
36. Sausmarez N.,(2007). Crisis Management, Tourism and Sustainability: The Role of Indicators, Journal of Sustainable Tourism, 5(6)
37. Sellnow, T., Seeger, M., Ulmer, R.,(2002). Chaos theory, informational needs and natural disaster, journal of applied communication research, 30(4)
38. Seymour M, and S.Moore, (2000) Effective Crisis Management: Worldwide Principles and Practice, Cassell: London.
39. Shostack, G.L. (1987). Service positioning through structural change. Journal of Marketing, 51(1),
40. Volo, Serena (2008). Communicating Tourism Crises Through Destination Websites, Journal of Travel & Tourism
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