Reputation and Image Recovery for the Tourism Industry

Gabby Walters, Judith Mair, Gabby Walters, Judith Mair

• Publisher: Goodfellow Publishers
• Year: 2019
• Print ISBN: 9781911396680, 9781911396673
• eBook ISBN: 9781911396697
• Topic: Business
• Subtopic: Hospitality, Travel & Tourism Industry
• Index: Business

Crises and disasters that directly impact tourism can have extensive reputational implications for the organisations and destinations involved. It is critical that DMOs and CEOs communicate the right message in such circumstances to reassure the public that they have their best interests at heart. Often this is not done well. Every crisis and disaster is different, and knowledge is required to understand how different crises and disasters, whether they be at a destination or an organisational level, affect members of the public. Such insight will provide managers with a clearer understanding of the most effective messaging and communication strategies post event. 'Reputation and Image Recovery for the Tourism Industry' uses real life cases studies to contextualise the relevant theories on tourism, marketing and communication, and unpacks examples of best practice to illustrate how carefully managed response strategies can ensure the organisation's future survival. Packed with international case studies, and with contributions from experts, this edited book is divided into three sections that cover: * Natural Disasters: including cyclones/hurricanes; flooding; earthquakes, volcanos and tsunamis; bush/forest fires and other severe natural events. * Man Made Crises and Organisational Crises: including specific case studies that focus on how destinations restore their reputation following a random act of crime or terror; managing the threat of terrorism- a destination image perspective; managing destination image in the midst of political turmoil and reputation recovery for destinations with long term image issues. * Organisational Crises in the Tourism and Hospitality Industry: including reputation recovery for various tourism organisations including airlines, hotels and theme parks; managing the media in times of organisational crises; best practice public relations strategies for tourism organisations and the role of social media in organisational reputation recovery. Essential reading for students, researchers and industry managers, and the 'go to' text for those wishing to learn about specific strategies and best practice techniques proven to assist with the reputational management of destinations and organisations affected by crises and disasters.

Table of contents

• Cover
• Title Page
• Contents
• 1 Introduction
• 2 Theoretical foundations for the study of image and reputational management in tourism and hospitality
• 3 The road to recovery: Reimagining Kaikōura after a natural disaster
• 4 Reputation and image recovery from the Great East Japan Earthquake: A long journey with high hopes
• 5 Hope for Haiti: How media narratives can transform a destination in despair
• 6 Tourism and terrorism: The determinants of destination resilience and the implications for destination image
• 7 When two worlds collide: Branding industrial destinations
• 8 Rubbish and reputation: How unsustainable waste management impacts tourism
• 9 Reputation and perceived resilience in developing countries bidding for major sports events
• 10 E-communication in crisis communication: Best practice for tourism destination management organizations
• 11 Managing the reputation of cruise lines in times of crisis: A review of current practices
• 12 Managing media sensationalism in the event of an airline disaster
• 13 Service failures as triggers of superior brand evaluations?
• Index