Crisis communication and recovery for the tourism industry: Lessons from the 2001 foot and mouth disease outbreak in the United Kingdom

Ritchie, Brent W., Dorrell, Humphrey, Miller, Daniela and Miller, Graham A. (2003) Crisis communication and recovery for the tourism industry: Lessons from the 2001 foot and mouth disease outbreak in the United Kingdom. Journal of Travel and Tourism Marketing, 15 2-3: 199-216. doi:10.1300/J073v15n02_11

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Author Ritchie, Brent W.
Dorrell, Humphrey
Miller, Daniela
Miller, Graham A.
Title Crisis communication and recovery for the tourism industry: Lessons from the 2001 foot and mouth disease outbreak in the United Kingdom
Journal name Journal of Travel and Tourism Marketing   Check publisher's open access policy
ISSN 1540-7306
1054-8408
Publication date 2003-01
Sub-type Article (original research)
DOI 10.1300/J073v15n02_11
Open Access Status
Volume 15
Issue 2-3
Start page 199
End page 216
Total pages 16
Place of publication London , United Kingdom
Publisher Routledge
Language eng
Subject 15 Commerce, Management, Tourism and Services
1506 Tourism
Abstract As the number of disasters and crises affecting the tourism industry increases, it is becoming necessary to understand the nature of these disasters and how to manage and limit the impacts of such incidents. This paper defines crises and disasters before discussing the area of crisis communication management and crisis communication in the tourism industry. The paper then applies the foot and mouth disease (FMD) which occurred in the United Kingdom to crisis communication theory at a national level (by examining the response of the British Tourist Authority) and at a local level (by examining the response of a District Council). The response was limited in part because of a lack of preparedness, but also due to the nature of the foot and mouth outbreak, and the speed and severity of international media coverage. Action was taken in the emergency phase of the crisis and was reactive involving inconsistency in developing key messages to stakeholders, partly due to confusion and a lack of information at the national level. Recovery marketing was also limited due to the length of time of the disease outbreak. This paper provides lessons for destinations and organisations are discussed which may help develop crisis communication strategies for tourism organisations. ©2003 by The Haworth Press, Inc. All rights reserved.
Keyword Disaster
Tourism
Crisis
Communication
United Kingdom
Foot and mouth
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status Unknown

Document type: Journal Article
Sub-type: Article (original research)
Collections: Excellence in Research Australia (ERA) - Collection
UQ Business School Publications
 
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Created: Thu, 12 Nov 2009, 14:33:52 EST by Christine Ouslinis on behalf of Faculty of Business, Economics & Law