Annotated Bibliography: Tourism Crisis Management and Response

This annotated bibliography examines several research articles related to tourism crisis management. The first article discusses the impact of the BP oil spill on regional lodging demand, highlighting the negative impact on the hotel industry and the positive impact on vacation rentals in some areas. The second article focuses on the use of social media in hotel crisis management, specifically addressing bed bug infestations and the importance of incorporating social media into crisis communication plans. The third article explores emergency management and tourism stakeholder responses to crises, defining emergency management and discussing challenges faced by stakeholders during crises. The final article discusses sentiment analysis in tourism, emphasizing the role of cognitive computing, the impact of tourism activities, and the importance of responsible behavior. The bibliography provides valuable insights into various aspects of crisis management within the tourism industry, including the role of disasters, social media, stakeholder responses, and data analysis.

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Annotated Bibliography
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1. Ritchie, B.W., Crotts, J.C., Zehrer, A. and Volsky, G.T., 2014. Understanding the effects of a
tourism crisis: The impact of the BP oil spill on regional lodging demand. Journal of Travel
Research, 53(1), pp.12-25.
The authors of the Journal article “Understanding the effects of a tourism crisis: The
impact of the BP oil spill on regional lodging demand” Ritchie et al. 2014 discuss the impact of
BP oil spill on the accommodation demand on accommodation in the countries where oil fields
exist. The authors further say that Tourism industry is very important for the economic growth of
any country. For the discussion of crisis management, it is very important that one knows about
the crisis that might occur. Oil spills are hazardous disasters that could be live threatening. The
study is focused on the short-term impact of a recent incidence that took place in the year 2010.
BP oil spill occurred in the Gulf of Mexico. The article emphasizes on the results of the research
that was conducted to find out the performances of the accommodation industry. The discussion
of the articles are based on the findings of two datasets that provide information related to the
measurements of the operational performance of the hotels and vacation rental industry
especially the accommodation industry. The study provides insights to the readers about the
changes after the manmade disaster. The data provided in the article gives a clear knowledge
about the winners and losers in terms of both industry and geography. The findings focus on the
difficulties in determination of macro level damages. US$ 13.5 billion was paid by the BP
owners for court settlements and run their business smoothly again. The authors show that the
hotel industry has to face the negative impact of the oil spill much more than the vacation rental
industry. On the contrary, the performance of the hotels improved in some of the areas in the
coastline communities like the Alabama and Mississippi. The leisure market could see that there
were increases in the demand for the vacation rentals. Influx of the workers related to the disaster

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can help in increasing the speed of the response towards the recovery operations aftermath. The
findings show who the winners are and who the losers are. The authors discussed on the gains of
hotels and vacation rentals of the Northeast Florida. The authors of the article discussed about
the places that were negatively affected by the disaster. The writers have discussed about the
crises and the disasters are the reason that has led to researches that are related to tourism and
hospitality. The researches would lead to finding ways in which the industry can prepare itself
for after effects of disasters and crises.
2. Liu, B., Pennington-Gray, L. and Klemmer, L., 2015. Using social media in hotel crisis
management: the case of bed bugs. Journal of Hospitality and Tourism Technology, 6(2),
pp.102-112.
This paper discusses the use of social media at different phases of managing a bed bug
crisis, which include risk reduction, readiness, response, and recovery. Recommendations are
also provided for hotel managers to combat health related crises that are fought out on social
media.
Social media has helped to bridge the communication gap between customers and hotels.
Bed bug infestations are growing day by day. It leads to health crisis and have obtained
increasing attention on social media sites. Without managing this crisis effectively, bed bug
infestation can cause economic loss and reputational damages to hotel properties, ranging from
negative comments and complaints, to possible lawsuits. Thus, it is essential for hoteliers to
understand the importance of social media in crisis communication, and to incorporate social
media in hotels’ crisis management plans. The authors here discuss that these kind of issues
raises questions on the quality of the services provided to the guests. In the present scenario

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where the media is pretty strong it is very important that these kind of issues need not to taken
carelessly or lightly. If the management of the hotels does not take care of this situation the
reputation of the hotel is bound to be destroyed. The critics might be amazed that whether
bedbug infestation can be an issue and is it worth discussing with other severe issues. The author
as a justification that if it is harms the guests they would definitely take it as crisis. Bug
infestation issue have lately trended in the social media. The author suggest that pest control
activities are required to be very frequent so that the management can solve crisis related to bugs
and other insect infestations. The authors have raised a serious issue that was definitely required
to be addressed. They believe an intervention was required because it affected the satisfaction
level of the guests and also had health and hygiene implications.
This study serves as one of the first attempts in the hospitality field to offer discussions
and recommendations on how hotels can manage the bed bug crisis and other crises of this kind
by incorporating social media into their crisis management practices. They believe that their
attempt to highlight this crisis might be enough to manage this particular crisis. Social media
platforms make the issue worse because the guests have mentioned this in their reviews and
ratings of the hotel services. With the help of technology these kind of issues can be resolved
because it does put psychological impact on the guests.
3. Morakabati, Y., Page, S.J. and Fletcher, J., 2017. Emergency Management and Tourism
Stakeholder Responses to Crises: A Global Survey. Journal of Travel Research, 56(3), pp.299-
316.
In this article the authors examine the contested areas that hold the responsibility for
destinations and tourists during emergencies. They define emergency management the way in

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which different organizations in the tourism industry respond to the emergencies like, natural
disasters. Manmade disaster includes accidents and terror activities other disasters include the
outbreak of diseases like influenza and Ebola. With the help of Delphi scenario technique the
article discusses emergency management for the various stakeholders of the destinations. The
focus of the study is on the emergency management. It throws light on the identified challenges
that are faced by the stakeholders during crisis scenario. The article is based on the findings of
the exercise that was conducted to find out with whom the responsibility lies for 18 activities
during the crisis management. The study suggests that a responsibility allocation building block
framework is required for faster emergency management. The framework allocates the
responsibility with emphasis on international tourist management who are required to be treated
as community in the disaster area. The article provides a deep knowledge about emergency
planning and its implementation on tourism industry. The authors discuss roles and
responsibilities of the public and private sector agencies in crisis management. As per the author
private and the public sector agencies are responsible for creating the building blocks that are
needed for more effective models for national emergency management. The authors say that
since 1970s international policies have been developed because of the disasters in localities and
countries occur. Tourists are often stranded into a foreign land in such crisis situations. Tourists
are generally not the target of the emergency management. Although the well being of the
tourists are always for the tour, operators and they include it in their emergency plans. Not just
the tour operators even the Government takes actions for evacuating the tourists in the times of
disaster any emergency. Tourists are vulnerable to get many life threatening situations because
they are away from their homes and have very less knowledge that could help them in preparing
to fight the crisis that they are facing. They are mostly vulnerable to terrorist attacks. The authors

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discuss about the challenges faced by the emergency management practitioners. The article takes
reference from the exercises of Kim (2014) according to whom there are three types of
emergency exercises Discussion based, Table top and Live Exercises. The authors say that with
the help of collaboration and involvement of various stakeholders such crisis could be managed.
Alaei, A.R., Becken, S. and Stantic, B., 2017. Sentiment Analysis in Tourism: Capitalizing on
Big Data. Journal of Travel Research, p.0047287517747753.
In the following article the authors discuss about the impact of the tourism sector. The
author discusses about the cognitive computing in the industry so that travel can be improved in
many ways. They discuss that the most important cognitive tool is delivering the extraordinary
by developing the extraordinary. They believe that with the help of developed cognitive tools
that help the industry. They focus on the difference between the ideal corporate culture and the
corporate culture of the industry. They emphasize that if the organizational culture is appropriate
then the managing crisis can also be done easily. Crisis in tourism industry generally create terror
among the travelers. They tend to take precautions so that they can be safe. In most of the cases
their precautions include them abandoning the destinations. The author discusses that the
experience of tourists is the main factor that can determine the future of the destination. The
destination is abandoned in case they have had a bad experience that made them evacuate the
destination at that time. The example of such crisis is terrorist attacks. When terrorist attacks
occur the tourist dare not to visit the destination. The authors discuss here that sudden crisis
cannot be prevented. The government organizations as well as the private corporate bodies allied
with the industry should develop a culture that could make the people working in the industry
take effective measures for managing the crisis. This can help the customers restore their trust on
the governance of the destinations. The authors also talk about the impact of tourism activities. It

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basically raises many environmental concerns that lead to crisis or natural disaster. This article
also tells the tourists to be responsible and not invite crisis. Responsible behavior should be
promoted which can be done if proper steps are taken for creating awareness among the tourists.
The stakeholders involved in the industry can play an active role so save the industry from crisis.
It is not that the authorities should take care of the crisis but the tourists have also some
responsibility when it comes to helping in crisis. The authors say that tourists should help one
another and not just wait for the authorities or Government to come to their rescue. The local
communities also have a responsibility in helping in crisis. Natural disasters cannot be stopped
and the authorities do not have control over the external factors.

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References
Alaei, A.R., Becken, S. and Stantic, B., 2017. Sentiment Analysis in Tourism: Capitalizing on
Big Data. Journal of Travel Research, p.0047287517747753.
Liu, B., Pennington-Gray, L. and Klemmer, L., 2015. Using social media in hotel crisis
management: the case of bed bugs. Journal of Hospitality and Tourism Technology, 6(2),
pp.102-112.
Morakabati, Y., Page, S.J. and Fletcher, J., 2017. Emergency Management and Tourism
Stakeholder Responses to Crises: A Global Survey. Journal of Travel Research, 56(3), pp.299-
316.
Ritchie, B.W., Crotts, J.C., Zehrer, A. and Volsky, G.T., 2014. Understanding the effects of a
tourism crisis: The impact of the BP oil spill on regional lodging demand. Journal of Travel
Research, 53(1), pp.12-25.