旅游危机事件与旅游业危机管理

"非典"再次提醒人们要重视危机事件对中国旅游业的冲击。正确认识中国旅游业面对的国内外危机事件的特点,根据危机发展过程的特征进行旅游业危机管理迫在眉睫。本文分析了危机事件对旅游业的影响及其类型,以及可能面临的危机的情势;根据危机发展过程和行为主体特征,分析了旅游业危机管理的构成体系以及在危机各阶段需要采取的主要应对措施;提出中国旅游业在当前进行危机管理急需完成的任务。

CRISIS ACCIDENTS AND IT'S MANAGEMENT IN TOURISM

In the course of tourism development, crisis will arise and impact tourism development. Ability to resume tourism has weakens people's consciousness of crisis to a certain extent. SARS, happened in 2003, warns people to pay more attention to crisis. The authors think that it is extremely urgent to know crisis and it's characteristics which China's tourism is faced with and to make crisis management in view of the process of crisis. This paper analyzes types of crisis accidents, it's impact on tourism and situation China may be confronted with in the future. According to process of crisis and characteristics of main body, this paper also discusses component system of crisis management and measures adopted at stages in the course of crisis. At last, this paper points out tasks China's tourism is badly in need of doing at present. Results are as follows:There will be more complicated crisis accidents in China's tourism;the main factors of crisis accident's effort on tourism include:security, economy and society. Materiality, among which security is drawing people's more attention; According to characteristics of main body, component system of crisis management in tourism include government, tourism enterprises, tourism personnel and tourists. Despite the managerial differences of main body, the cooperation and harmony between the main bodies in crisis accidents are of great significance; Tasks including:① To set up permanent crisis management organization, to build perfect crisis warning system in advance, and to form harmonious cooperated mechanism among nations and regions, so as to improve the continuity, efficiency, prediction in the management of tourism crisis;②To make diversified origins and tourism season, to optimize tourism space of supply and demand, and to speed adjustment of tourism product mix, so as to improve the ability of tourism against the impact of crisis accident;③Studying the changes in tourist's behavior mode after crisis accidents, to guide tourists to change their patterns of conduct, and establishing harmonious mechanism of communication and propagandize, so as to establish interactively benign mutual credit and intimate co ordinations.