Crisis management in the travel agency sector: A case study

Abstract

The study focuses on crisis management in the travel agency sector. The analysis is based on a questionnaire that assembled a list of crisis management practices. These practices are grouped into four categories: marketing, maintenance, human resources and government assistance. The study evaluates the importance travel agencies’ managers assign to each practice. In addition, the study evaluates how managers use the different crisis management practices. The findings suggest that there is a gap between the importance managers assign to different practices and the intensity of usage. The gap is especially evident in the category of government assistance where importance of practices is higher than their usage. In addition, managers tend to combine different practice from the different categories of marketing, maintenance, human resources and government assistance in an effort to achieve cost cuts. The paper concludes with recommendations for practitioners and suggestions for future research.