国内外旅游危机管理研究综述与展望——基于生命周期视角  

A Review and Prospect of the Research on Tourism Crisis Management:Based on a Lifecycle Perspective

作　　者：张鹏杨[1] 黄艳梅 郑婷 Zhang Pengyang;Huang Yanmei;Zheng Ting(School of Business and Tourism Management,Yunnan University,Kunming 650500,China)

机构地区：[1]云南大学工商管理与旅游管理学院,云南昆明650500

出　　处：《旅游论坛》2022年第4期101-111,共11页Tourism Forum

基　　金：国家社会科学基金“旅游经济高质量发展多重锁定困境与破解机制研究”(20CJY049);云南省社会科学基金“云南旅游产业升级路径锁定与突破机制研究”(QN2018008)。

摘　　要：当前旅游危机管理的研究述评较少,研究内容较宽泛,文章提出基于生命周期视角,运用生命周期理论,将旅游危机管理过程划分为事前管理、事中管理、事后管理3个阶段,在此基础上对国内外旅游危机管理的防范与预警、处理与救助、评估与恢复进行综述,并构建了系统化、动态化的旅游危机管理生命周期之轮理论模型。最后,从加强旅游危机的全过程性管理、注重旅游危机预警研究、重视旅游危机网络舆情管理、关注微观层面的旅游危机影响评估等4个方面对未来研究进行展望。Given the scarcity of literature review on tourism crisis management,this review paper contributes to tourism crisis management knowledge from a lifecycle theory perspective.Aligning with the three stages in tourism crisis management process,namely pre-management,in-process management,and post-management,this paper reviewed research at home and abroad and synthesized knowledge in the prevention and warning,treatment and rescue,assessment and recovery.The results indicate that it has become a consensus to strengthen tourism crisis management due to its occurring frequency and coverage.As a result of the review,a wheel of lifecycle model is proposed which emphasizes the dynamic and systematic aspects in tourism crisis management.The model is helpful for early warning and intervention before tourism crisis,appropriate handling during crisis,and rapid recovery after crisis.Review indicates that pre-management is often ignored by managers who regard it as a waste of time or money,although the cost of prevention is relatively low at the pre-crisis stage.The key of in-process management is to react quickly and timely,with a variety of targeted management strategies being used for action,and these should be based on the evolutionary stage and characteristics of crisis.Post-management has the possibility of‘turning crisis into opportunity’.The key is to learn from the experience.This paper identifies avenues for future research.Future research should not only pay attention to the discussion of in-process management,but incorporate the other two stages.More attention should be paid to the mechanism in early warning process,e.g.,the construction of early warning systems,the stakeholder distribution,and the realization path.Future research should construct or strengthen an early warning indicator system as well as monitoring of the system,which shall be based on crisis characteristics,communication mechanism,and the public opinion.In addition,more research shall be conducted at the micro-level to assess crisis impact.

关 键 词：旅游危机管理 生命周期理论 事件管理 

分 类 号：F590[经济管理—旅游管理]