A theoretical model for strategic crisis planning: Factors influencing crisis planning in the hotel industry

International Journal of Tourism Policy

Volumn 3, Issue 4, 2010, Pages 297-317

  Wang, Jie ^a   Ritchie, Brent W ^a  

^a UNIVERSITY OF QUEENSLAND   (Australia)

Author keywords

Australia; Crisis planning; Strategic management; Systematic approach; The hotel industry

Indexed keywords

CRISIS MANAGEMENT; PLANNING METHOD; STRATEGIC APPROACH; THEORETICAL STUDY; TOURISM DEVELOPMENT; TOURISM MARKET;

AUSTRALIA;

ALLIUM CEPA;

EID: 79957610257     PISSN: 17504090     EISSN: 17504104     Source Type: Journal    
DOI: 10.1504/IJTP.2010.040390     Document Type: Article

References (88)

1. Adler, N.J. (2002) International Dimensions of Organizational Behavior, 4th ed., Southwestern, Cincinnati, OH.
2. Ajzen, I. (1991) 'The theory of planned behavior', Organizational Behavior and Human Decision Processes, Vol. 50, No. 2, pp.179-211.
3. Ajzen, I. (2005) Attitudes, Personality and Behavior, Open University Press, Maidenhead.
4. Armstrong, E.K. (2008) Tourism Destination Recovery after the 2003 Canberra Fires, Faculty of Business and Government, University of Canberra, Australia, Canberra.
5. Carlsen, J.C. and Liburd, J.J. (2007) 'Developing a research agenda for tourism crisis management, market recovery and communications', Journal of Travel & Tourism Marketing, Vol. 23, Nos. 2-4, pp.265-276.
6. Cassedy, K. (1992) 'Preparedness in the face of crisis: an examination of crisis management planning in the travel and tourism industry', World Travel & Tourism Review, Vol. 1992, pp.169-174.
7. Chastang, C. (2000) 'Regrouping, rebuilding, remaining: disaster recovery from a small business perspective', Contingency Planning & Management, Vol. 5, No. 1, pp.30-32.
8. Chien, G.C.L. and Law, R. (2003) 'The impact of the severe acute respiratory syndrome on hotels: a case study of Hong Kong', International Journal of Hospitality Management, Vol. 22, No. 3, p.327.
9. Crandall, W.R., Parnell, J.A. and Spillan, J.E. (2010) Crisis Management in the New Strategy Landscape, Sage, Los Angeles.
10. Devlin, E.S. (2007) Crisis Management Planning and Execution, Auerbach Publications, Boca Raton, FL.
11. Drabek, T.E. (2000) 'Disaster evacuations', Cornell Hotel &Restaurant Administration Quarterly, Vol. 41, p.48.
12. Elliott, D. (2006) 'Crisis management into practice', in Smith, D. and Elliott, D. (Eds.): Key Readings in Crisis Management, Routledge, London and New York, pp.393-412.
13. Elsubbaugh, S., Fildes, R. and Mary, B.R. (2004) 'Preparation for crisis management: a proposed model and empirical evidence', Journal of Contingencies and Crisis Management, Vol. 12, No. 3, p.112.
14. Evans, N., Campbell, D. and Stonehouse, G. (2003) Strategic Management for Travel and Tourism, CABI Publishing, Wallingford.
15. Fall, L.T. and Massey, J.E. (2005) 'The significance of crisis communication in the aftermath of 9/11: a national investigation of how tourism managers have re-tooled their promotional campaigns', Journal of Travel &Tourism Marketing, Vol. 19, Nos. 2-3, pp.77-90. (Pubitemid 44010595)
16. Faulkner, B. (2001) 'Towards a framework for tourism disaster management', Tourism Management, Vol. 22, p.135.
17. Fink, S.J. (1986) Crisis Management: Planning for the Inevitable, American Management, New York.
18. Han, H., LI, T. and Sheu, C. (2010) 'Application of the theory of planned behavior to green hotel choice: testing the effect of environmental friendly activities', Tourism Management, Vol. 31, No. 3, pp.325-334.
19. Henderson, J.C. (2003) 'Managing a health-related crisis: SARS in Singapore', Journal of Vacation Marketing, Vol. 10, No. 1, pp.67-77.
20. Henderson, J.C. and Ng, A. (2004) 'Responding to crisis: Severe Acute Respiratory Syndrome (SARS) and hotels in Singapore', International Journal of Tourism Research, Vol. 6, No. 6, pp.411-419.
21. Hitchcock, M. and Darma Putra, I.N. (2005) 'The Bali bombings: tourism crisis management and conflict avoidance', Current Issues in Tourism, Vol. 8, No. 1, pp.62-76. (Pubitemid 40687214)
22. Huang, Y.H. and Su, S.H. (2009) 'Determinants of consistent, timely, and active responses in corporate crises', Public Relations Review, Vol. 35, pp.7-17.
23. Huh, H.J., Kim, T. and Law, R. (2009) 'A comparison of competing theoretical models for understanding acceptance behavior of information systems in upscale hotels', International Journal of Hospitality Management, Vol. 28, No. 1, pp.121-134.
24. Hunger, J.D. and Wheelen, T.L. (2007) Essentials of Strategic Management, Pearson Prentice Hall, Upper Saddle River, NJ.
25. Hystad, P.W. and Keller, P.C. (2008) 'Towards a destination tourism disaster management framework: long-term lessons from a forest fire disaster', Tourism Management, Vol. 29, No. 1, pp.151-162. (Pubitemid 47535079)
26. ICM (2009) Annual Crisis Report 2008, Retrieved July 29, 2009, from http://www.crisisconsultant.com/2008CR.pdf
27. Israeli, A.A. and Reichel, A. (2003) 'Hospitality crisis management practices: the Israeli case', International Journal of Hospitality Management, Vol. 22, No. 4, p.353.
28. Ivancevich, J.M., Konopaske, R. and Matteson, M.T. (2005) Organizational Behavior and Management, 7th ed., McGraw-Hill/Irwin, New York.
29. Jenner, S., Macnab, B., Briley, D., Brislin, R. and Worthley, R. (2008) 'Cultural change and marketing', Journal of Global Marketing, Vol. 21, No. 2, pp.161-172.
30. Johnston, D., Becker, J., Gregg, C., Houghton, B., Paton, D., Leonard, G. and Garside, R. (2007) 'Developing warning and disaster response capacity in the tourism sector in coastal Washington, USA', Disaster Prevention and Management, Vol. 16, No. 2, pp.210-216.
31. Kash, T.J. and Darling, J.R. (1998) 'Crisis management: prevention, diagnosis and intervention', Leadership &Organization Development Journal, Vol. 19, No. 4, pp.179-186.
32. Kim, S., Chun, H. and Lee, H. (2005) 'The effects of SARS on the Korean hotel industry and measures to overcome the crisis: a case study of six Korean five-star hotels', Asia Pacific Journal of Tourism Research, Vol. 10, No. 4, pp.369-377. (Pubitemid 43123510)
33. Lam, T. and Hsu, C. (2004) 'Theory of planned behavior: potential travelers from china', Journal of Hospitality &Tourism Research, Vol. 28, No. 4, pp.463-482.
34. Laws, E. and Prideaux, B. (2005) 'Crisis management: a suggested typology', Journal of Travel &Tourism Marketing, Vol. 19, Nos. 2-3, pp.1-8. (Pubitemid 44010589)
35. Leung, P. and Lam, T. (2004) 'Crisis management during the SARS threat: a case study of the metropole hotel in Hong Kong', Journal of Human Resources in Hospitality &Tourism, Vol. 3, No. 1, p.47.
36. Lo, A., Cheung, C. and Law, R. (2006) 'The survival of hotels during disaster: a case study of Hong Kong in 2003', Asia Pacific Journal of Tourism Research, Vol. 11, No. 1, pp.65-79.
37. Lu, S. and Law, R. (2007) 'Technology crisis management in Mainland China: a study of hotels in Hangzhou', Information Technology in Hospitality, Vol. 4, No. 4, pp.153-159.
38. Marvel, W.M. and Johnson, C.B. (1997) 'A crisis of currency or creativity? Problems and prospects for the Swiss hotel industry', International Journal of Hospitality Management, Vol. 16, p.279.
39. McKenna, E. (2006) Business Psychology and Organisational Behaviour: A Student's Handbook, 4th ed., Psychology Press, New York.
40. Méheux, K. and Parker, E. (2006) 'Tourist sector perceptions of natural hazards in Vanuatu and the implications for a small island developing state', Tourism Management, Vol. 27, No. 1, pp.69-85. (Pubitemid 41554634)
41. Mitroff, I. (2004) Crisis Leadership: Planning for the Unthinkable, Wiley, Hoboken, NJ.
42. Mitroff, I. (2005) Why Some Companies Emerge Stronger and Better from a Crisis: 7 Essential Lessons for Surviving Disaster, New York.
43. Mitroff, I. and Anagnos, G. (2001) Managing Crises Before They Happen: What Every Executive and Manager Needs to Know about Crisis Management, AMACOM, New York.
44. Mitroff, I. and Pearson, C. (1993) Crisis Management: A Diagnostic Guide for Improving Your Organization's Crisis-Preparedness, Jossey-Bass Publishers, San Francisco.
45. Mitroff, I., Pauchant, T., Finney, M. and Pearson, C. (1989) 'Do (some) organizations cause their own crises? The cultural profiles of crisis-prone vs. crisis-prepared organizations', Industrial Crisis Quarterly, Vol. 3, pp.269-283.
46. Mok, C., Pine, R. and Pizam, A. (1998) 'Work values of Chinese hotel managers', Journal of Hospitality &Tourism Research, Vol. 21, p.1.
47. Morden, T. (2007) Principles of Strategic Management, 3rd ed., Burlington, VT Ashgate, Aldershot, England.
48. Okumus, F. and Karamustafa, K. (2005) 'Impact of an economic crisis evidence from Turkey', Annals of Tourism Research, Vol. 32, No. 4, pp.942-961. (Pubitemid 41600217)
49. Okumus, F., Altinay, M. and Arasli, H. (2005) 'The impact of Turkey's economic crisis of February 2001 on the tourism industry in Northern Cyprus', Tourism Management, Vol. 26, No. 1, pp.95-104. (Pubitemid 39428223)
50. Ouellette, J.A. and Wood, W. (1998) 'Habit and intention in everyday life: the multiple processes by which past behavior predicts future behavior', Psychological Bulletin, Vol. 124, No. 1, pp.54-74.
51. Pauchant, T. and Mitroff, I. (1992) Transforming the Crisis-prone Organization, Jossey-Bass, San Francisco.
52. Pauchant, T. and Douville, R. (1993) 'Recent research in crisis management: a study of 24 authors' publications from 1986 to 1991', Industrial and Environmental Crisis Quarterly, Vol. 7, No. 1, pp.43-63.
53. Pearson, C.M. and Clair, J.A. (1998) 'Reframing crisis management', The Academy of Management Review, Vol. 23, No. 1, pp.59-76.
54. Peter, L. and John, C. (2004) 'The effect of organisational culture and leadership style on job satisfaction and organisational commitment: a cross-national comparison', The Journal of Management Development, Vol. 23, Nos. 3-4, p.321.
55. Pforr, C. (2009) 'Crisis management in tourism: a review of the emergent literature', in Pforr, C. and Hosie, P. (Eds.): Crisis Management in the Tourism Industry: Beating the Odds?, 1st ed., Surrey, Ashgate, pp.37-52.
56. Plog, S.C. (2005) 'Managing tourism crises: an interview with Lily Shum, Former Director, the Americas, Hong Kong Tourism Board', Cornell Hotel &Restaurant Administration Quarterly, Vol. 46, pp.452-460. (Pubitemid 41582477)
57. Pollard, D. and Hotho, S. (2006) 'Crises, scenarios and the strategic management process', Management Decision, Vol. 44, No. 6, pp.721-736. (Pubitemid 43880802)
58. Preble, J.F. (1997) 'Integrating the crisis managment perspective into the strategic managment process', Journal of Management Studies, Vol. 34, No. 5, pp.769-791.
59. Prideaux, B., Laws, E. and Faulkner, B. (2003) 'Events in Indonesia: exploring the limits to formal tourism trends forecasting methods in complex crisis situations', Tourism Management, Vol. 24, No. 4, p.475.
60. Reilly, A.H. (1987) 'Are organizations ready for crisis? A managerial scorecard', Columbia Journal of World Business, Vol. 22, No. 1, pp.79-88.
61. Rhodes, A. and Reinholtd, S. (1999) 'A framework for understanding and monitoring levels of preparedness for wildfire', Australian Disaster Conference: Disaster Prevention for the 21st Century, Canberra, pp.141-146.
62. Ritchie, B.W. (2004) 'Chaos, crises and disasters: a strategic approach to crisis management in the tourism industry', Tourism Management, Vol. 25, pp.669-683. (Pubitemid 40530908)
63. Ritchie, B.W. (2008) 'Tourism disaster planning and management: from response and recovery to reduction and readiness', Current Issues in Tourism, Vol. 11, pp.315-348.
64. Ritchie, B.W. (2009) Crisis and Disaster Management for Tourism, Channel View Publications, Bristol.
65. Robbins, S., Judge, T., Millett, B. and Waters-Marsh, T. (2008) Organisational Behaviour, Pearson Education Australia, Frenchs Forest, NSW.
66. Robert, K.H., Madsen, P. and Desai, V. (2007) 'Organizational sensemaking during crisis', in Pearson, C.M., Roux-Dufort, C. and Clair, J.A. (Eds.): International Handbook of Organizational Crisis Management, 1st ed., Sage, Los Angeles, pp.107-122.
67. Rousaki, B. and Alcott, P. (2007) 'Exploring the crisis readiness perceptions of hotel managers in the UK', Tourism &Hospitality Research, Vol. 7, No. 1, pp.27-38.
68. Santana, G. (2003) 'Crisis management and tourism: beyond the rhetoric', Journal of Travel &Tourism Marketing, Vol. 15, No. 4, pp.299-321.
69. Schmidt, P. and Berrell, M. (2007) 'Western and eastern approaches to crisis management for global tourism: some differences', in Laws, E., Prideaux, B. and Chon, K. (Eds.): Crisis Management in Tourism, 1st ed., CABI, Oxfordshire, pp.66-80.
70. Scott, N. and Laws, E. (2005) 'Tourism crises and disasters: enhancing understanding of system effects', Journal of Travel &Tourism Marketing, Vol. 19, Nos. 2-3, pp.149-158. (Pubitemid 44010600)
71. Scott, N., Laws, E. and Prideaux, B. (2007) 'Tourism crises and marketing recovery strategies', Journal of Travel &Tourism Marketing, Vol. 23, Nos. 2-4, pp.1-13.
72. Shafer, E.L., Vieregge, M. and Youngsoo, C. (2005) 'Cultural differences in perceived leadership styles', International Journal of Hospitality &Tourism Administration, Vol. 6, No. 3, pp.65-84.
73. Sheaffer, Z. and Mano-Negrin, R. (2003) 'Executives' orientations as indicators of crisis management policies and practices', Journal of Management Studies, Vol. 40, No. 2, pp.573-606.
74. Smith, D. (1990) 'Beyond contingency planning: towards a model of crisis management', Industrial Crisis Quarterly, Vol. 4, No. 4, pp.263-275.
75. Smith, D. (1992) 'Commentary on crisis management and strategic managment', in Shrivastava, P. (Ed.): Advances in Strategic Management, Vol. 8, JAI Press, Greenwich, CT.
76. Smith, D. (2006) 'Crisis management: practice in search of a paradigm', in Smith, D. and Elliott, D. (Eds.): Key Readings in Crisis Management: Systems and Structures for Prevention and Recovery, Routledge, London, New York, pp.1-12.
77. Smith, D. and Elliott, D. (2006) 'Responding to the demands of crises: issues around future developments in theory and practice', in Smith, D. and Elliott, D. (Eds.): Key Readings in Crisis Management: Systems and Structures for Prevention and Recovery, Routledge, London, New York, pp.416-425.
78. Smith, G., Umpleby, S.A. and Armoo, A.K. (1999) 'The year 2000 computer crisis: how the tourism industry may be affected and how it can help', Tourism Analysis, Vol. 4, No. 2, p.105.
79. Spillan, J. and Hough, M. (2003) 'Crisis planning in small businesses:: importance, impetus and indifference', European Management Journal, Vol. 21, No. 3, pp.398-407. (Pubitemid 37155167)
80. Stafford, G., Yu, L. and Armoo, A.K. (2002) 'Crisis management and recovery how Washington, DC, hotels responded to terrorism', Cornell Hotel &Restaurant Administration Quarterly, Vol. 43, No. 5, p.27.
81. Taylor, M.S. and Enz, C.A. (2002) 'Voice from the field: GM's responses to the events of September 11, 2001', The Cornell Hotel and Restaurant Administration Quarterly, Vol. 43, No. 1, pp.7-20. (Pubitemid 37544542)
82. Tew, P., Zhen, L., Tolomiczenko, G. and Gellatly, J. (2008) 'SARS: lessons in strategic planning for hoteliers and destination marketers', International Journal of Contemporary Hospitality Management, Vol. 20, No. 3, pp.332-346.
83. Then, S.K. and Loosemore, M. (2006) 'Terrorism prevention, preparedness, and response in built facilities', Facilities, Vol. 24, Nos. 5-6, pp.157-176. (Pubitemid 43570480)
84. Tse, A.C.B., So, S. and Sin, L. (2006) 'Crisis management and recovery: how restaurants in Hong Kong responded to SARS', International Journal of Hospitality Management, Vol. 25, No. 1, pp.3-11. (Pubitemid 43263616)
85. UN (2004) Living with Risk: A Global Review of Disaster Reduction Initiatives, International Strategy for Disaster Reduction (UN/ISDR), New York and Geneva.
86. Watkins, M.D. and Bazerman, M.H. (2003) 'Predictable surprises: the disasters you should have seen coming', Harvard Business Review, Vol. 81, No. 3, pp.72-80.
87. Wheelen, T. and Hunger, J.D. (2008) Strategic Management and Business Policy: Concepts and Cases, Pearson-Prentice Hall, Upper Saddle River, NJ.
88. Yu, L., Stafford, G. and Armoo, A.K. (2005) 'A study of crisis management strategies of hotel managers in the Washington DC metro area', Journal of Travel &Tourism Marketing, Vol. 19, Nos. 2-3, pp.91-105. (Pubitemid 44010596)