Operational Crisis Management Techniques in The Catering Industry in Times of Recession: The Case Of the Municipality of Piran
Povzetek
V študiji so obravnavane tehnike kriznega menedžmenta v gostinski operativi v času recesije. Raziskava je bila opravljena na območju občine Piran, ki je turistično najrazvitejša občina v Sloveniji. V raziskavi smo proučevali odziv gostinskih obratov na gospodarsko krizo z analiziranjem uporabe različnih operativnih tehnik v gostin- stvu. V študiji smo uporabili vprašalnik za ocenjevanje pomena in uporabe različnih operativnih tehnik za krizno vodenje v gostinstvu. Ugotovitve kažejo, da obstaja visoka stopnja neskladnosti, ko govorimo o pomenu in uporabi različnih tehnik kriznega upravljanja. Državna pomoč je daleč najpomembnejša in najbolj uporablje- na tehnika kriznega upravljanja. V sklepu so podane koristne informacije za vodje gostinskih obratov ter predlogi za prihodnje raziskave.
Prenosi
Literatura
Ajpes. (2012). FI-PO-Financial data. Retrieved from http://www.ajpes.si/fipo/prikaz.asp
Alonso-Almeida, M. del M., & Bremser, K. (2012). Strategic responses of the Spanish hospitality sector to the financial crisis. International Journal of Hospitality Management, 32, 141-148. http://dx.doi.org/10.1016/j.ijhm.2012.05.004
Ang, S. H. (2001). Crisis marketing: a comparison across economic scenarios. In- ternational Business Review, 10(3), 263–284. http://dx.doi.org/10.1016/S0969-5931(01)00016-6
Azabagaoglu, O. M., & Oraman, Y. (2011). Analysis of customerexpectationsaftertherecession:Caseoffoodsector. Procedia Social and Behavioural Sciences, 24, 229–236. http://dx.doi.org/10.1016/j.sbspro.2011.09.008
Barsky, J. (2009). Luxury hotels and recession: A view from around the world. San Rafael, CA: Market Matrix.
Barsky, J., & Nash, L. (2008). Are luxury hotels recession proof? Hotel &Motel Management, 223(14). Retrieved from http://connection.ebscohost.com/c/articles/32602649/are-luxury-hotels-recession-proof
Barton, L. (1994). Crisis management: preparing for and managing disasters. Cornell Hotel and Restaurant Administration Quarterly, 35(2), 59–65. http://dx.doi.org/10.1016/0010-8804(94)90020-5
Baxter, E., & Bowen, D. (2004). Anatomy of tourism crisis: Explaining the effects on tourism of the UK foot and mouth disease epidemics of 1967-68 and 2001 with special references to media portrayal. The Inter- national Journal of Tourism Research, 6(4), 263–273. http://dx.doi.org/10.1002/jtr.487
Blake, A., & Sinclair, M. (2003). Tourism crisis management: US response to September 11. Annals of Tourism Research, 30, 813–832. http://dx.doi.org/10.1016/S0160-7383(03)00056-2
Blazevic, O. (2010). Economic effects of tourism during the crisis. Biennial International Congress-Tourism &Hospitality Industry, University of Rijeka, Croatia: Faculty of Tourism and Hospitality Management Opatija.
Brandl, B., & Traxler, F. (2011). Labour relations, economic governance and the crisis: Turning the tide again? Labour History, 52(1), 1–22. http://dx.doi.org/10.1080/0023656X.2011.545198
Chian, A. C.-L., Borotto, F. A., Rempel, E. L., & Rogers,
C. (2005). Attractor merging crisis in chaotic business cycles. Chaos, Solitons & Fractals, 24(3), 869–875. http://dx.doi.org/10.1016/j.chaos.2004.09.080
Crawford, D. (2012). Recovering from the terror: The Egyptian and Balinese experiences. Worldwide Hospitality and Tourism themes, 4(1), 91–97. http://dx.doi.org/10.1108/17554211211198615
Gruca, T. S., & Rego, L. L. (2005). Customer satisfaction, cash flow and shareholder value. Journal of Marketing, 69, 115–130. http://dx.doi.org/10.1509/jmkg.69.3.1.66358
Hampson, D. P., & McGoldrick, P. J. (2011). A typology of adaptive shopping patterns in recession. Journal of Business Research. Retrieved from http://www.sciencedirect.com/science/article/pii/S0148296311001950http://dx.doi.org/10.1016/j.jbusres.2011.06.008
Handerson, J. C. (2003). Managing a he- alth-related crisis: SARS in Singapore. Journal of Vacation Marketing, 10(1), 67–77. http://dx.doi.org/10.1177/135676670301000107
Herbert, D., Hudspeth, S., Soni, S., Tarry, C., & Walton, T. (2009). Impact of the global recession on the hospitality and tourism industry. Tourism and Hospitality Research, 9, 363–367. http://dx.doi.org/10.1057/thr.2009.20
Ho, R. (2006). Handbook of univariate and multivariate data analysis and interpretation with SPSS. Broken Sound Parkway: CRC Press, Inc. http://dx.doi.org/10.1201/9781420011111
Israeli, A. A. (2007). Crisis-management practices in the restaurant industry. International Journal of Hospitality Management, 26(4), 807–823. http://dx.doi.org/10.1016/j.ijhm.2006.07.005
Israeli, A., & Reichel, A. (2003). Hospitality crisis management practices: The Israeli case. Internatio- nal Journal of Hospitality Management, 22(4), 353–372. http://dx.doi.org/10.1016/S0278-4319(03)00070-7
Kim, H. B., & Kim, W. G. (2005). The relationship between brand equity and firms' performance in luxury hotels and chain restaurants. Tourism Management, 26, 549–560. http://dx.doi.org/10.1016/j.tourman.2004.03.010
Kimes, S. E. (2009). Hotel revenue management in an economic downturn: Results of an international study. New York: Cornell University, School of Hotel Administration.
Lee, S. H., Beamish, P. W., Lee, H. U., & Park, J. H. (2009). Strategic choice during economic crisis: Domestic market position, organisational capabilities and export flexibility. Journal of World Business, 44, 1–15. http://dx.doi.org/10.1016/j.jwb.2008.03.015
Leitinen, E. K. (2000). Long term success of adaptation strategies: Evidence from Finnish companies. Long Range Planning, 33, 805–830. http://dx.doi.org/10.1016/S0024-6301(00)00088-1
Lerbinger, O. (1997). The crisis manager: Facing risk and responsibility. New York: Lawrence Erlbaum Associates.
Leslie, D. (1996). Northern Ireland, tourism and peace. Tourism Management, 17(1), 51–55. http://dx.doi.org/10.1016/0261-5177(96)83161-X
Malhotra, R., & Vankatesh, U. (2009). Pre crisis period planning: Lessons for hospitality and tourism. Worldwide Hospitality and Tourism Themes, 1(1), 66–74. http://dx.doi.org/10.1108/17554210910949896
Mansfeld, Y. (1999). Cycles of war, terror and peace: Determinantsandmanagement of crisis and recovery of the Israeli tourism industry. Journal of Travel Research, 38, 30–36. http://dx.doi.org/10.1177/004728759903800107
Martilla, J., & James, J. (1997). Importance-performance analysis. Journal of Marketing, 4, 77–79.
Maškarin, H., & Smolčić Jurdana, D. (2010). The Impact of Recession on Tourism and Hotel Companies in Pri- morsko-Goranska County. 5th International Conference: An Enterprise Odyssey: From Crisis to Prosperity— Challenges for Government and Business, University of Zagreb, Croatia: Faculty of Economics & Business.
Mihailovic, I., & Marjanovic, M. (2010). Tourism in conditions of global financial crisis. Biennial International Congress-Tourism & Hospitality Industry, University of Rijeka, Croatia: Faculty of Tourism and Hospitality Management Opatija.
Okumus, F., & Karamustafa, K. (2005). Impact of an economic crisis: Evidence from Turkey. Annals of Tourism Research, 32(4), 942–961. http://dx.doi.org/10.1016/j.annals.2005.04.001
Pearce, J. A., & Michael, S. C. (1997). Marketing strategies that entrepreneurial firms recession-resi- stant. Journal of Business Venturing, 12, 301–314. http://dx.doi.org/10.1016/S0883-9026(97)89449-9
Pforr, C., & Hosie, P. (2010). Crisis management in the hospitality industry: Beating the odds? Farnham: Ashgate Publishing.
Pizam, A., & Mansfeld, Y. (1996). Tourism, crime and in- ternational security issues. Michigan, UK: Weily.
Prstojevic-Grdic, G., & Dimitric, G. (2010). Impact of economic crisis on tourism in Vojvodina and anti crisis measures. Biennial International Congress-Tourism & Hospitality Industry, University of Rijeka, Croatia: Faculty of Tourism and Hospitality Management Opatija.
Puu, T. (1991). Chaos in business cycles. Chaos, Solitons & Fractals, 1(5), 457–473. http://dx.doi.org/10.1016/0960-0779(91)90017-4
Reinartz, W., & Kumar, V. (2002). The mismanagement of customer loyalty. Harvard Business Review, 86–94.
Ritchie, B. W. (2003). Chaos, crises and disasters: A strategic approach to crisis management in tourism industry. Tourism Management, 25, 669–683. http://dx.doi.org/10.1016/j.tourman.2003.09.004
SORS. (2010). Standard classification of activities. Retrieved from Http://www.stat.si/eng/vodic_oglej.asp?ID=42&PodrocjeID=14
SORS. (2013a). Tourist arrivals and overnight stays by groups of tourist accommodations and countries, municipalities, Slovenia, annually. Retrieved from http://pxweb.stat.si/pxweb/Dialog/varval.asp?ma=2164507E&ti=&path=../Database/Economy/21_hotels_tourism/02_21645_accomod_year/&lang=1
SORS. (2013b). Accommodation facilities by groups of tourist accommodations, municipalities, Slovenia, annually. Retrieved from http://pxweb.stat.si/pxweb/Dialog/varval.asp?ma=2164504E&ti=&path=../Database/Economy/21_hotels_tourism/02_21645_accomod_year/&lang=1
Spillan, J., & Hough, M. (2003). Crisis planning in small businesses: Importance, impetus and indifferen- ce. European Management Journal, 21(3), 398–407. http://dx.doi.org/10.1016/S0263-2373(03)00046-X
Susilovic, A., & Sertic, M. (2010). Impact of economic crisis on tourism demand. Biennial International Con- gress-Tourism &Hospitality Industry, University of Rijeka, Croatia: Faculty of Tourism and Hospitality Management Opatija.
Stafford, G., Yu, L., & Armoo, A. K. (2002).Crisis management and recovery: How Washington D.C. hotels responded to terrorism. Cornell Hotel and Restaurant Administrations Quarterly, 43(5), 27–40. http://dx.doi.org/10.1177/0010880402435003
Ulmer, R. R., & Sellnow, T. L. (2000). Consistent questions of ambiguity in organizations crisis com- munication: Jack in the Box as a case study. Journal of Business Ethics, 25(2), 143–155. http://dx.doi.org/10.1023/A:1006183805499
Williams, P., & Neumann, E. (2011). Customer sa- tisfaction and business performance: A firm level analysis. Journal of Service Marketing, 25(1), 20–32. http://dx.doi.org/10.1108/08876041111107032
Yoon, K. P., & Hwang, C. L. (1995). Multiple attribute decision making-an introduction. Thousand Oaks: Sage University Paper.
