Browsing by Subject "Crisis communication"

Now showing 1 - 2 of 2
  • Thumbnail Image
    Item
    Managing the reputation of cruise lines in times of crisis A review of current practices
    (Goodfellow Publishers, 2019) Liu-Lastres, Bingjie; Johnson, Amy M.
    The cruise industry is one of the fastest growing sectors within the tourism and hospitality industry. Reputation serves as one of cruise lines’ key assets, as it can affect customers’ attitude, perceptions, and travel decisions. The onset of a crisis on cruise lines not only can negatively impact passengers and crew members, but also can damage the cruise lines’ reputations, which can lead to bad publicity, distorted brand image, and revenue loss. To cope with these challenges, scholars have highlighted the importance of crisis management practices as well as effective crisis responses. Accordingly, the purpose of this book chapter is to examine cruise lines current crisis management/crisis response strategies. Guided by the Situational Crisis Communication Theory, a total of 14 responses from major cruise lines between 2013 to 2017 were collected and analyzed. The results of this study revealed mixed findings --most cruise lines have adopted the most appropriate reputational management strategies, while failing to provide enough public safety information. Based on the findings, further discussions on how to effectively respond to major incidents on cruise ships and to protect organizational reputation during crisis times were included.
  • Thumbnail Image
    Item
    New York City Bed Bug Crisis as Framed by Tourists on Tripadvisor
    (Tourism Analysis, 2015-06-17) Liu, Bingjie; Pennington-Gray, Lori; Donohoe, Holly; Omodior, Oghenekaro
    In New York City (NYC), one of the world's top tourism destinations, bed bugs have reemerged as a challenge to the hospitality industry regardless of a hotel's star rating, location, ranking, or other. Given this growing tourism and hospitality management problem, the purpose of this study was to understand how the NYC bed bug crisis was framed on social media by travelers and how it impacted tourist experiences of NYC. Four general narrative frames and 14 subframes were identified in the analysis and the findings confirm that bed bugs have become a real and growing concern for tourists, and they are using social media to report their bed bug experiences. The significance and implications for hotel and destination management are discussed.