CONTENTS
List of examples = ⅸ
Foreword = xi
Acknowledgements = xiii
Preface = xiv
1 Introduction to crisis management = 1
1.1 What is a crisis? = 1
1.2 What is crisis management? = 10
1.3 Crisis management in the tourism industry = 14
1.4 What are negative events? = 21
1.5 The dissemination of negative events = 22
2 Crises' spheres of activity = 28
2.1 The consumer as a sphere of activity = 30
2.2 The tourism product as a sphere of activity = 70
2.3 Competitors as spheres of activity = 95
2.4 The state as a sphere of activity = 100
2.5 Other spheres of activity = 104
2.6 Summarized evaluation and ranking of activity spheres = 105
3 Methods of analysis and prognosis = 106
3.1 Identification of important areas and events = 107
3.2 Systems and methods of early warning = 122
4 Strategic measures of crisis management = 150
4.1 Possibilities for and importance of preventive crisis management within the framework of corporate strategy = 150
4.2 Strategic actions as preventive crisis management measures = 156
4.3 Crisis handling strategies = 164
4.4 Summarized assessment of the strategic aspects of crisis management = 172
5 Crisis planning and organizational measures = 174
5.1 Generic planning = 175
5.2 Contingency planning = 184
5.3 Preventive planning = 189
5.4 Conclusion = 191
6 Crisis management instruments = 192
6.1 Timing aspects = 193
6.2 Standardization and differentiation aspects = 196
6.3 Product policy = 200
6.4 Price policy = 210
6.5 Distribution policy = 217
6.6 Communication policy = 223
6.7 The marketing instruments within the framework of crisis management：a conclusion = 248
Bibliography = 250
Index = 266
List of examples = ⅸ
Foreword = xi
Acknowledgements = xiii
Preface = xiv
1 Introduction to crisis management = 1
1.1 What is a crisis? = 1
1.2 What is crisis management? = 10
1.3 Crisis management in the tourism industry = 14
1.4 What are negative events? = 21
1.5 The dissemination of negative events = 22
2 Crises' spheres of activity = 28
2.1 The consumer as a sphere of activity = 30
2.2 The tourism product as a sphere of activity = 70
2.3 Competitors as spheres of activity = 95
2.4 The state as a sphere of activity = 100
2.5 Other spheres of activity = 104
2.6 Summarized evaluation and ranking of activity spheres = 105
3 Methods of analysis and prognosis = 106
3.1 Identification of important areas and events = 107
3.2 Systems and methods of early warning = 122
4 Strategic measures of crisis management = 150
4.1 Possibilities for and importance of preventive crisis management within the framework of corporate strategy = 150
4.2 Strategic actions as preventive crisis management measures = 156
4.3 Crisis handling strategies = 164
4.4 Summarized assessment of the strategic aspects of crisis management = 172
5 Crisis planning and organizational measures = 174
5.1 Generic planning = 175
5.2 Contingency planning = 184
5.3 Preventive planning = 189
5.4 Conclusion = 191
6 Crisis management instruments = 192
6.1 Timing aspects = 193
6.2 Standardization and differentiation aspects = 196
6.3 Product policy = 200
6.4 Price policy = 210
6.5 Distribution policy = 217
6.6 Communication policy = 223
6.7 The marketing instruments within the framework of crisis management：a conclusion = 248
Bibliography = 250
Index = 266