Author: Chan, Tin Yan Josiah
Title: A study on crisis management in the travel agency sector in Hong Kong
Degree: DHTM
Year: 2014
Subject: Travel agents -- China -- Hong Kong
Crisis management.
Hong Kong Polytechnic University -- Dissertations
Department: School of Hotel and Tourism Management
Pages: 193, 10 pages : illustrations ; 30 cm
Language: English
Abstract: Crisis management is not an unfamiliar topic in the tourism industry, though the focus has mostly been on a specific destination, airline or a hotel; and not on the highly-vulnerable travel agency sector. Some scholars have developed insightful frameworks helping the trade to understand and respond to a crisis occurring; however, crises nowadays happen so frequently that a business often has to manage multiple crises occurring simultaneously. Partial recovery from a previous crisis, when combined with the outbreak of another crisis, or the accumulated impacts of multiple crises; would definitely affect the handling of each crisis and influence the tactics involved. Taking into consideration the complexity of the travel agency's sector structure, different profiles of individual travel agencies, as well as the dynamic consequences of any crisis, this study intends to explore the attitude and readiness of travel agencies towards crisis and to review the impact of crises on various types of travel agencies in Hong Kong. Most importantly, by conducting and analyzing the findings of both a quantitative survey and a qualitative case study carried out in a longitudinal manner, this study proposes appropriate tactics for travel agencies to manage multiple crises scenarios. The study's findings do not merely aim to fill this gap in the academic research, but also provide practical insights and suggestions to travel agency practitioners.
Rights: All rights reserved
Access: restricted access

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