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The Tourism Crisis Management Initiative (TCMI) was established in 2007 to assist the industry with comprehensive tourism crisis management initiatives through researchconsulting & training, and education services. The Initiative is housed within the Eric Friedheim Tourism Institute and is affiliated with other allied academic disciplines.

Tourism organizations need to be ready to assist employees and tourists visiting their destinations. An assessment of crisis management planning will enable tourism organizations and destinations to be prepared when challenged with catastrophic events. TCMI will work with clients from the travel industry to evaluate, train, and assist in tourism crisis reduction, readiness, response, and recovery. We will help you plan for extraordinary events that might disrupt normal business operations.

The team consists of Dr. Lori Pennington-Gray, Dr. Ashley Schroeder, along with Doctoral Students: Danielle Barbe, Becky Liu, Ignatius Cahyanto, and Yu Xu.


What we do

  • Assist the industry with comprehensive tourism crisis management initiatives.

  • Assess crisis management planning to enable tourism organizations and destinations to be prepared when challenged with catastrophic events.

  • Work with clients from the travel industry to evaluate, train, and assist in tourism crisis reduction, readiness, response, and recovery. Affiliate with other allied academic disciplines.

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Featured ACADEMIC Articles

 

Crisis concierge: the role of the DMO in visitor incident assistance.

Pennington-Gray, L. (2018). Journal of Destination Marketing & Management, 9, 381-383.

Travel-related risk perceptions have become more widespread in recent years due to the increased frequency and intensity of incidents, as well as heightened awareness of risk due to the 24-hour news cycle and constant connection through technology. With growing concern surrounding traveling to destinations and a greater likelihood of unexpected incidents occurring, this regional spotlight: (1) recognizes the need for representation and care for the tourist in times of crisis; (2) uses caring theory to demonstrate the caretaker role; (3) introduces the concept of a crisis concierge program within a Destination Management Organization (DMO); and (4) demonstrates the application of caring theory and a crisis concierge program through the case of Lee County Visitor and Convention Bureau's Visitor Assistance Program.


Cruise line customer’s responses to risk and crisis communication messages: an application of the risk perception attitude framework

Liu-Lastres, B., Schroeder, A., & Pennington-Gray, L. (2018). Journal of Travel research, 1-17.

The main purpose of this study was to test cruise line customers’ responses to risk and crisis communication messages addressing health-related incidents on cruise ships. This study used norovirus infections as the context and the Risk Perception Attitude framework as the conceptual foundation.


Destination’s response to terrorism on Twitter

Danielle Barbe, Lori Pennington-Gray, Ashley Schroeder, (2018) "Destinations’ response to terrorism on Twitter", International Journal of Tourism Cities, Vol. 4 Issue: 4, pp.495-512

The purpose of this paper is to understand the online communication strategies used by destination management organizations (DMOs) during a terrorist attack. In particular, this study analyzes Twitter use during seven terrorism incidents in six European cities (Paris, Brussels, Nice, Berlin, London and Barcelona) between 2015 and 2017.


Reflections to move forward: where destination crisis management research needs to go

Pennington-Gray, L. (2018). Tourism Management Perspectives, 25, 136-139

The frequency and fury of crises have flourished over the past decade. Globally, we are faced with more crises and disasters that ever before. The need for quality academic research is at an all-time high. More scholarly approaches to problems, greater theoretical foundations for studies, fewer case studies, more longitudinal research, and more comparative studies will help advance the destination crisis management scholarship while, at the same time, aiding the industry to mitigate crises both prior to as well as during times of need.


Using situational crisis communication theory to understand Orlando hotels’ Twitter response to three crisis in the summer of 2016


Danielle Barbe, Lori Pennington-Gray, (2018) "Using situational crisis communication theory to understand Orlando hotels’ Twitter response to three crises in the summer of 2016", Journal of Hospitality and Tourism Insights, Vol. 1 Issue: 3, pp.258-275

The purpose of this paper is to assess the crisis communication strategies implemented by hotel and lodging organizations via social media. Specifically, this study analyzed Twitter content by hotels in Orlando, Florida during the summer of 2016 when several crises occurred that made global media coverage, including the alligator snatching on Disney property, the mass shooting at Pulse nightclub and growing concerns of Zika virus.



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