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Reputation and Image Recovery for the Tourism Industry

Gabrielle Walters, Judith Mair

ISBN: 9781911396673 HBK; 9781911396680 PBK; 9781911396697 eBook


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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.

Edited by Gabrielle Walters, PhD., Senior Lecturer and Judith Mair, PhD., Associate Professor, from the UQ Business School, University of Queensland, Australia.

Due for publication March 2019


About the authors

Edited by Gabrielle Walters, PhD., Senior Lecturer and Judith Mair, PhD., Associate Professor, from the UQ Business School, University of Queensland, Australia.

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