Publisher's Synopsis
The tourism industry is one of the most susceptible and vulnerable to crisis. Yet the industry is poorly prepared - it is generally unable to anticipate and manage crises effectively and the evidence of the last two decades suggests that both the number of crises within the industry and the scale and magnitude of those crises is on the increase. Guilherme Santana's important work presents a comprehensive and detailed treatment of crisis management for the tourism and hospitality industries. Each chapter focuses on a key issue of understanding and managing crises and the author includes a range of case studies. The models presented are suitable for both large and small organisations, both public and private.
