Journal of Tourism and Development

Journal of Tourism and Development

Presenting a Model of Organizational Crisis Management in Iran's Tourism Industry (with an Emphasis on Corporate Social Responsibility (CSR)

Document Type : Original Article

Authors
Jamileh Ghasemloi Soltanabad 1
Seyyed Habibollah Mirghafoori 2
Mir Mohammad Asadi 3
Hamed Fallah Tafti 4
1 PhD Candidate of Tourism, Department of Tourism, Faculty of Human Sciences, Science and Arts University, Yazd, Iran.
2 Associate Professor, Department of Management, Yazd University, Yazd, Iran
3 Associate Professor, Faculty of Human Sciences, Science and Arts University, Yazd, Iran.
4 Associate Professor, Faculty of Human Sciences, Science and Arts University, Yazd, Iran
10.22034/jtd.2024.410888.2812
Abstract
 In order to minimize losses in tourism industry, it is necessary to study the best methods of survival in a crisis and Iran's location to a high risk of crisis in the region, increases the need to present a crisis model in this industry. In order to find a suitable solution in accepting the crisis and providing practical measures, the factor of corporate social responsibility was studied.
Method: This research is of an applied type, which was conducted with the approach of content analysis and data collection was done from the study of research literature and in-depth interviews with experts. Sampling continued in a targeted way, with Atlas software and in-depth examination of themes.
Results: The indicators of human resource management, revenue management, crisis communication, alternative approaches to providing services and social legitimacy, which are derived from strategic methods of social responsibility, show the high impact of these factors on tourism crises.
Discussion: Forming a crisis management team, determining the international and domestic target market, market adaptation with products and services, trust-building, the suggested solutions were discussed by the experts.
Conclusion: Corporate Social Responsibility is presented with key indexes and examples of sub-indexes: in this order, in the key index of human resources management: it provides improving competitiveness. In the revenue management index: price optimization, in the crisis communication index: it provides the impact on professional ethics. In the index of alternative approaches to providing services: product optimization, and in the index of social legitimacy: it provides shared value
Keywords
Organazational crisis management
tourism industry
corporate social responsibility
content analysis technique
 
Asgari Savadjani, A., Rezaei, M. R., & Sojasi Qeidari, S. (2021). Analysis of the Effect of the COVID-19 Pandemic on the Creative Destruction of Tourism from the Perspective of Residents Case Study: Historical Texture of City Yazd. Urban Tourism, 8(1), 1-13. https://doi.org.10.22059/jut.2021.307823.819 [In Persian]
Backer, E., & Ritchie, B. W. (2017). VFR travel: A viable market for tourism crisis and disaster recovery. International Journal of Tourism Research, 19(4), 400–411. https://doi.org.10.1002/jtr.2102
Becken, S., & Khazai, B. (2017). Resilience, tourism and disaster. In R. W. Butler (Ed.), Tourism and resilience (pp. 96–104). Oxfordshire: CABI. https://doi.org/10.1079/9781780648330.0096
Birkner, C. )2015(. A Slice of Goodwill. Pizza Studio serves up local artwork while encouraging customers to create edible masterpieces. Marketing news, 49(4), 16. https://lutpub.lut.fi/bitstream/handle/10024/163114/Thesis_Salminen_Valtteri.pdf?sequence=3
Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
Chandler, D. (2017). Strategic corporate social responsibility: Sustainable value creation. Sage publications, Inc. 2455 Teller Road. Thousand Oaks, California 91320.
Chen, J. (2019). Corporate Social Responsibility (CSR). INVESTOPEDIA. https://www.investopedia.com/terms/c/corp-social-responsibility.aspp
Cortez, R., & Johnston, J. (2020). The Coronavirus crisis in B2B settings: Crisis uniqueness and managerial implications based on social exchange theory. Industrial Marketing Management, 88, 125-135. https://www-sciencedirect-com.ezproxy.cc.lut.fi/science/article/pii/S0019850120303394?via%3Dihub
Crowther, D., & Rayman-Bacchus, L. (2016). Perspectives on Corporate Social Responsibility. https://doi.org/10.4324/978131547007
Crowther, D., Gomez, L., & Vargas, L. (2017). Corporate Social Responsibility and Corporate Governance: Concepts, Perspectives and Emerging Trends in Ibero-America.
Davahli, M. R., Karwowski, W., Sonmez, S., & Apostolopoulos, Y. (2020). The Hospitality Industry in the Face of the COVID-19 Pandemic: Current Topics and Research Methods. International Journal of Environment Research and Public Health, 17(20), 7366. https://doi.org.10.3390/ijerph17207366
Fallah Tafti, H., Asadi, M. M., & Ghasemloi Soltanabad, J. (2021). Identifying and prioritising risk factors and Devising a management strategy in Iran's tourism industry by FCM (fuzzy cognitive mapping). Tourism Management Studies, 16(55), 139-163. https://doi.org/10.22054/tms.2021.52911.2333 [In Persian]
Farzinfar, Z., Saeida Ardakani, S., Naderi Bani, M. (2016). Influence of Corporate Social Responsibility on Customer Loyalty with Regard to the Role of Customer Trust and Satisfaction as Mediators. Tourism Management Studies, 11(33), 63-83. https://doi.org.20.1001.1.23223294.1395.11.33.4.6 [In Persian]
Faulkner, B. (2001). Towards a framework for tourism disaster management. Tourism management, 22(2), 135-147. https://doi.org.10.1016/S0261-5177(00)00048-0
Gross, M. (2018). After Maria's devastation, can Dominica be a destination again? The New York Times. https://www.nytimes.com/2018/03/19/travel/dominica-hurricane-maria-recovery.html
Idowu, S., Capaldi, N., Liangrong, Z., & Gupta, A. (2013). Encyclopedia of Corporate Social Responsibility. https://link.springer.com/referencework/10.1007%2F978-3-642-28036-8
Jamali, D. (2008). A Stakeholder Approach to Corporate Social Responsibility: A Fresh Perspective into Theory and Practice. Journal of Business Ethics, 82(1), 213-231. https://doi.org.10.1007/s10551-007-9572-4
Jiang, Y., & Ritchie, B. W. (2017). Disaster collaboration in tourism: Motives, impediments and success factors. Journal of Hospitality and Tourism Management, 31, 70–82. https://doi.org/10.1016/j.jhtm.2016.09.004
Kim, H., Li, J., & So, K. K. F. (2021). The hotel industry’s responses to COVID-19: Insight from hybrid thematic analysis and experimental research. Travel and Tourism Research Association: Advancing Tourism Research Globally. 59. https://scholarworks.umass.edu/ttra/2021/research_papers/59
Ksiezak, P., & Fischbach, B. (2018). Triple Bottom Line: The Pillars of CSR. Journal of Corporate Responsibility and Leadership, 4(3), 95-110.
Motiei, M., Khani, A. M., & Birami, S. (2021). The effect of green supply chain and green human resource management on environmental performance: The mediating role of green innovation. Andisheh Amad. 20(77), 165-196. https://sid.ir/paper/413118/fa [In Persian]
Muller, P., Robin, N., Jessie, W., Schroder, J., Braun, H., Becker, L. S., Farrenkopf, J., Ruiz, F. A., Caboz, S., Ivanova, M., et al. (2019). Annual Report on European SMEs 2018/2019-Research & Development and Innovation by SMEs. https://ec.europa.eu/docsroom/documents/38365/attachments/2/translations/en/renditions/native
Nguyen, D. N., Imamura, F., & Luchi, K. (2017). Public–private collaboration for disaster risk management: A case study of hotels in Matsushima, Japan. Tourism Management, 61, 129–140. https://doi.org/10.1016/j.tourman.2017.02.003
Park, S. K. (2019). Social Responsibility Regulation and its Challenges to Corporate Compliance. Brook J. Corp. Fin. & Com. L., 14, 39 (2019); See Ramon Mullerat & Daniel Brennan, Corporate social responsibility: the corporate governance of the 21st century, 152(2 ed. 2011) (exploring whether CSR should be mandatory or voluntary for businesses).
Pescaroli, G., & Alexander, D. (2015). A definition of cascading disasters and cascading effects: Going beyond the “toppling dominos” metaphor. Planet @ Risk Global Forum Davos, 3(1), 58–67. https://planet‐risk.org/index.php/pr/article/view/208
Peters, T. (2007). Relationships: A Competitive Advantage. Blog post. https://tompeters.com/2007/10/relationships-a-competitive-advantage
Peters, K., Peters, J., & Peters, N. (2020). Visit People- Tourism Recovery after disaster. Kppm strategy. https://www.edaustralia.com.au/wp-content/uploads/2020/05/KPPM-Tourism-Recovery-Lit-Review-4-4-20.pdf
Porter, M., & Kramer, M. (2006). Strategy & Society. The Link Between Competitive Advantage and Corporate Social Responsibility. file:///C:/Users/fhq0079/Downloads/Porter&Kramer2006.pdf
Ritchie, B. W. (2004). Chaos, crises and disasters: A strategic approach to crisis management in the tourism industry. Tourism Management, 25, 669–683. https://doi.org/10.1016/j.tourman.2003.09.004
Ritchie, B. W. (2009). Crisis and disaster management for tourism. Bristol: Channel View Publication.
Salavati, A., Rostami noroozabad, M., & Rahmani noroozabad, S. (2013). Professional Ethics and Social Responsibility in the Hotel Industry. Tourism Management Studies, 8(21), 107-143. https://dorl.net/dor/20.1001.1.23223294.1392.8.21.5.2 [In Persian]
Salminen, V. (2021). The role of CSR in building B2B relationships during a crisis, Case: Telia #yhdessä-campaign. School of Business and Management, Kauppatieteet. Kaikki oikeudet pidätetään. LUT University. https://urn.fi/URN:NBN:fi-fe2021080942613
Schooley, S. (2021). What Is Corporate Social Responsibility? https://www.businessnewsdaily.com/4679-corporate-social-responsibility.html
Su, L. S., & Scott, R. (2017). The effect of destination social responsibility on tourist environmentally responsible behavior: Compared analysis of first-time and repeat tourists. Tourism Management, 60, 308-321. https://doi.org.10.1016/j.tourman.2016.12.011
Svedin, L. (2016). Organizational Cooperation in Crises. Routledge.
Walters, G., & Mair, J. (2012). The Effectiveness of Post-Disaster Recovery Marketing Messages-The Case of the 2009 Australian Bushfires. Journal of Travel & Tourism Marketing 2012, 29(1), 87-103. https://doi.org10.1080/10548408.2012.638565
Wilkinson, E., Twigg, J., & Few, R. (2018). Building back better: A resilience Caribbean after the 2017 hurricanes. London: Overseas Development Institute (ODI).