Investing in Eastern Europe: Capitalizing on Emerging Markets (Eiu)

Book Description

The tourism industry is arguably one of the most important sources of income and foreign exchange, and is growing rapidly. However, national and international crises have huge negative economic consequences.

Crisis Management in the Tourism Industry aims to illustrate the theories and actions that can be taken to better understand consumer, economic and environmental reaction, in order for the businesses involved to be more prepared for such events. Now in its second edition, this text has been fully revised and extended to include recent events such as Bali, SARS and international terrorism, expanding sections such as:

* Terrorism and criminal activities
* Risk perceptions and the influencing variables
* The stakeholder concepts
* Analysis methods- visibility of advantages/disadvantages of methods
* Marketing instruments and best practices

Written by one of the worlds leading experts from the World Tourism Organisation, the book has global coverage, and presents international, up-to-date case studies and examples from countries such as the UK, Australia and USA.
The book provides discussion of:
* The influential effect of the mass media
How crises effect the purchase decision process
Destination branding/image and its manipulation
Preventative crises management and strategies

Crisis Management in the Tourism Industry is an essential guide to explaining how the tourism industry can prepare and succeed in the face of the effects of crises.

* Revised and updated to including recent events (especially Bali, SARS and international terrorism), new case studies and practical up-to-date information.
* Understanding effects of crises on the tourism industry and how businesses can prepare and succeed in these times
* Global coverage and perspective with cases and examples from the UK, Australia and USA.
* Written by one of the world's leading experts from the World Tourism Organisation

The Denny's Story: How a Company in Crisis Resurrected Its Good Name and Reputation

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Grand Slammed.
Not by mere spin-doctoring is a 180-degree turnaround made
Cuts Closer to the Quick Than Mere Spin-Doctoring

The Denny's Story: How a Company in Crisis Resurrected Its Good Name and Reputation
Jim Adamson
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

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ASIN: 0471369578

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Before 1991, most people thought of Denny's as a place to get lots of food--especially breakfast food--for little money. But that year, the restaurant chain became the symbol of continuing racism in America as tale after tale emerged of abominable treatment of black customers. The most famous involved six black Secret Service agents, who were left sitting without food in a Maryland Denny's while their white colleagues--and everyone else in the restaurant--were promptly served.

In truth, the problems with Denny's went far deeper than its contemptuous treatment of minority customers. It was a company that had recently gone through a hostile takeover and was reeling from its crushing debt. Into that morass stepped Jim Adamson, who at the time was heading Burger King. He also had experience turning around a struggling drugstore chain. Equally crucial was his experience as a military kid--he lived around the world and learned to appreciate and get along with people of different cultures. As a basketball player in Washington, D.C., and Hawaii, he'd often been the only white kid on the playground. So, although no white person can really know what it's like to be black in America, he at least knew what it felt like to be different.

All those experiences--business and personal--came into play as he took over at Denny's in 1995. Today the restaurant chain is not only profitable, for two years running it has been named by Fortune magazine as one of the 10 best companies for minorities to work for. Almost a fifth of its supplies are provided by minority contractors, and more than a third of its franchised restaurants are owned by people of color. The Denny's Story is a fascinating read, both for its recounting of financial tactics and the bigger lessons it holds for racially sensitive business practices. --Lou Schuler

Book Description

Acclaim for the Denny's Story "Every organization can benefit from the insights and experiences reflected in this thought-provoking book. By honestly confronting the issue of racism in the context of American enterprise, Jim Adamson provides a responsible and convincing rationale for diversity and simply doing what's right for customers, shareholders, and employees." —Floyd Hall, Chairman, President, and CEO, Kmart Corporation "Any company struggling with being racially inclusive in their employment and business practices should read this book. If Denny's can come from the back of the pack to emerge as a national leader in diversity, any company determined to change its culture to embrace all Americans—regardless of who they are or where they came from—can do it. The Denny's experience proves it." —Rev. Willie T. Barrow, Co-chairperson, Rainbow-PUSH Coalition "It is encouraging to see the aggressive steps taken by Denny's to address and repair its relationship with the African-American and minority communities. The company's responsiveness should serve as a model for other companies faced with a similar challenge." —Hugh B. Price, President, National Urban League "This is a true-life account that reads like a modern, corporate Cinderella story. Told in a candid and compelling manner by one of America's leading corporate turnaround experts, Jim Adamson, it's the inside scoop on one of America's most notorious episodes. Many of us will enjoy this book, but it provides a most important lesson to consider for Wall Street insiders and Fortune 500 execs." —Richard Bela, Esq., former President and CEO Hispanic Association on Corporate Responsibility Jim Adamson and Advantica are donating their portion of the royalties from this book to Save the Children to support its U.S. programs, which benefit thousands of economically disadvantaged children and their families.

Customer Reviews:

Grand Slammed........2006-08-16

This is a great book if your into companies restructuring, or rebuilding.
I always feel the Denny's chain was sort of put through its paces unjustfully. I worked for Denny's off, & on through the eighties, and ninties. I feel that the book does well with the issues that face a dining icon.
Having said this I also feel that it could well be now if your white its harder at Denny's. The Racial issue was a bad omen for the DFO folks.
At one time I was made ineligible for rehire, (may still be) at the corporate stores. Because I stood up for myself this made Denny's make me a blacklisted employee. Have worked for several franchises since. I was treated much better at the franchises than I ever was in the company locations.
The rebuilding of its image has come with a price. Many unknowing people who tout bad things for Denny's should realize that it was one of the first chains to let all walks of life come in and become an employee at different levels. It was also one of the first to let African Americans become more in the front of the house, ie host(ess), waiter(ess).
The book deals with its color diversity quite well --- it does however miss the boat on its other diversities. Meaning contributions to the brand by the GLBT community.
Denny's has closed many locations in my area not because of the issues mentioned in the book. Many are grossly mismanaged, and have had trouble with some franchisees going under.
This is a good book for a read on some of the behind-the-scenes goings on at The Grand Slam Palace. Like most books its good also to read between the lines.

Not by mere spin-doctoring is a 180-degree turnaround made.......2000-07-31

In the early 1990s, the Denny's Restaurant chain was faced with charges of racial discrimination that severely damaged its image. African-American customers were denied service or asked to prepay before eating. When, in 1994, Denny's settled two class-action lawsuits for US$54 million, a permanent shadow had been cast in its doorway.

Then, CEO Jim Adamson came on board. He kept the doors open and, in time, opened the minds of employees to a new way of doing business. He made inclusiveness and diversity central to the company culture. Now, every employee-from waiters to managers-receives specific training that emphasises respect for differences among people. What it took to turn the company around was hours and hours of hard work; thoughtful, innovative, and proactive programs; the willingness to lead and take risks; and most of all, an absolute commitment to do the right thing. Eventually, Fortune magazine ranked Denny's among the top ten companies for minorities in America.

The Denny's Story is the real-life account of how the company pulled itself out of a public relations nightmare and earned back the trust of its customers. Adamson explains the beliefs and strategies necessary for changing the heart of an organisation in serious distress that can be applied to any business. He provides an honest blueprint for dealing with crisis, arming the reader with the tools needed to alter management thinking, build a strong sense of unity, and keep employees happy in the process. Enlightening and instructive, The Denny's Story is a remarkable example of how teamwork, fairness, and keeping the customer satisfied will protect the good name of your company during any crisis you may face in the future.

Cuts Closer to the Quick Than Mere Spin-Doctoring.......2000-07-31

Since 1995, Jim Adamson has been the chairman and CEO of Advantica, the parent company of Denny's restaurant. Formerly, he was CEO of Burger King. Robert McNatt is an editor of Business Week and a former reporter for Reuters. Rosemary Bray McNatt is an author who has previously worked as editor for the New York Times Book Review.

Average customer rating:

The Book which explains Tourism's War with Terrorism

Restoring Tourism Destinations in Crisis: A Strategic Marketing Approach (Cabi Publishing)
David Beirman
Manufacturer: CABI
ProductGroup: Book
Binding: Paperback

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Similar Items:

Crisis Management in the Tourism Industry, Second Edition

Destination Branding, Second Edition: Creating the unique destination proposition

Marketing Destinations and Venues for Conferences, Conventions and Business Events (Events Management) (Events Management)

Tourism Marketing for Cities and Towns: Using Branding and Events to Attract Tourists

ASIN: 0851997295

Book Description

Tourism everywhere is vulnerable to changes in public perception. When news about an earthquake, a violent conflict or a contagious disease in a distant location hits the television, tourists cancel holidays. The September 11, 2001, terrorist attack against the United States impacted on airlines and tourist destinations worldwide, as did subsequent attacks on tourists. These events highlight the importance or destination crisis management for the global tourism industry. Experienced tourism marketer and trainer, David Beirman, has created a guide to crisis management for tourism operators and offices. He provides detailed case studies of different types of crises from around the world, with analyses of the strengths and weaknesses of the approach taken by tourism managers. This is an invaluable reference for tourism managers anywhere in the world, and a useful resource for tourism students.

Customer Reviews:

The Book which explains Tourism's War with Terrorism.......2003-11-03

Let me be right upfront. I'm the author of this book so naturally
I think its pretty good. This book is not a matter of theory as I have lived my subject for years. I'm an Australian who runs the Israel Government Tourism Office in my part of the world and
as a result I have spent three years marketing a tourism destination in crisis. I thought by examning how 10 othe countries handled a range of crises I could do my job a lot better and pass on the lessons I learned to you the reader.

I'd rather you draw your own conclusions but I'd like to tell Americans involved in all business and especially the travel and hospitality business why you should read Restoring Tourism Destinations in Crisis.

I've outlined a series of steps based on a system I adapted called the DESTCON scale to rank and establish a set of procedures for any business to market its way out of those crises which are beyond the management control of the firm. The crisis types the book features are Terrorism, War, Epidemics, Natural Disasters and Crime Waves.

The longest chapter in the book focuses on the response of the American Tourism industry to the September 11 disaster. You will find out that because of a less than brilliant decision by former
adminstration of President Bill Clinton in 1996 to close the US Tourism and Travel Authority, the recovery of the $450 billion US tourism industry was left in the hands of the Travel Industry Association, the private sector and 50 American states. Many of the the problems of the US travel industry's recovery from September 11 is largely due to the fact that the Federal government has failed to make a major commitment to helping an industry which employs millions of Americans. It is to the great credit of the provate sector of the American tourism industry that they have achieved so much in the face of a US Federal Government that gave them so little support. I have also featured the heroic and inspirational story of the New York Tourism's brilliant marketing campaign to inspire both American and foreign tourists to come back to New York following September 11.

When you read of the 11 global case studies I researched on the recovery from crisis around the world, all the success stories outlined in my book show that government has a positive role to play in the recovery process.

While the subject matter of my book is the travel industry's marketing recovery from crisis the relevance of those case studies applies to all business enterprises which have the potential to fall victims of events beyond the control of the boardroom.

The cost of my book is $40 or the equivalent of a cheap dinner for two. The lessons I have learned and which are outlined in the book could be worth billions of dollars to a big business, millions to a medium business and the very survival of a small business. Sure I'd love you to buy a copy of the book but get one for your own sake. Millions of Americans thought terrorism could never happen to them. This book gives you and your business the tools to survive the storms of man and nature.

Book Description

Using examples from the UK, Europe, America, Australia and Asia, this book provides an analysis of the latest thinking and practice in dealing with extreme and sudden reductions in demand for specific tourist destinations or products. It shows that managerial responses, including problem solving and market recovery steps, vary in effectiveness and that recovery may be slow after initial problems are overcome.

Tourism Crises: Management Responses And Theoretical Insight

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Tourism Crises: Management Responses And Theoretical Insight

Manufacturer: Haworth Hospitality Press
ProductGroup: Book
Binding: Paperback

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ASIN: 0789032082

Book Description

Don't wait until it's too late to learn how to manage a crisis situation

The impact of crises on tourism has increased in the last ten years in response to terrorism, war, health emergencies, and natural disasters. Tourism Crises presents the latest research on crisis management with in-depth analysis of tourism flows and the economic well-being of communities at the regional, national, and international levels. This timely book examines a range of conceptual issues, including crisis communication and the safety of employees of the industry, and features case studies of responses to the World Trade Center terrorist attacks, SARS, the 1999 Austrian avalanche disaster, and the epidemic of foot-and-mouth disease in the United Kingdom.

As new crises emerge, it's essential that the tourism industry be prepared to minimize the impact on both hosts and guests. Tourism Crises identifies key issues that need to be addressed in dealing with future incidents, examining specific cases of management success—and failure—with suggestions for improved responses. Academics, practitioners, and professionals discuss effective methods of maintaining yield during crisis situations, offering analysis, reflection, and new management strategies.

Topics addressed in Tourism Crises include:

the significance of communication in crisis situations

keeping the media informed

attracting business after the crisis has passed

how alpine areas can respond to the dangers of avalanches

the effect of the SARS epidemic on Hong Kong, Singapore, and Japan

a typology of tourism crisis terms

employee work stress in crisis situations

quantifying the effects of tourism crises

how tourism managers have re-tooled their promotional campaigns after 9/11

and much more

Book Description

This digital document is an article from Northern Ontario Business, published by Laurentian Business Publishing, Inc. on August 1, 1991. The length of the article is 479 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Association appeals to politicians to solve industry's crisis. (Tourism Ontario Inc.; Ontario's tourism and hospitality business)
Author: Douglas McDougall
Publication: Northern Ontario Business (Magazine/Journal)
Date: August 1, 1991
Publisher: Laurentian Business Publishing, Inc.
Volume: v11 Issue: n11 Page: p1(2)

Distributed by Thomson Gale

Chaos, crises and disasters: a strategic approach to crisis management in the tourism industry [An article from: Tourism Management]

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Chaos, crises and disasters: a strategic approach to crisis management in the tourism industry [An article from: Tourism Management]
B.W. Ritchie
Manufacturer: Elsevier
ProductGroup: Book
Binding: Digital

Elsevier | By Publisher | e-Docs | Formats | Books
ASIN: B000RR1KXW

Book Description

This digital document is a journal article from Tourism Management, published by Elsevier in 2004. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
This paper outlines and discusses a strategic and holistic approach to crisis management for the tourism industry. It notes the growing importance of crisis and disaster management for the tourism industry before exploring the definitions and nature of crises and disasters. The paper then proposes a strategic approach to their management from proactive pre-crisis planning through strategic implementation and finally evaluation and feedback. A discussion of crisis and disaster management literature and studies conducted in the tourism field are also introduced. It notes that although crises and disasters cannot be stopped their impacts can be limited by both public and private sector managers. The paper concludes that the understanding and subsequent management of such incidents can be vastly improved through the extension and application of crisis and disaster management theory and concepts from other disciplines, coupled with the development of specific tourism crisis management research and frameworks.

Crisis management in the Australian tourism industry: Preparedness, personnel and postscript [An article from: Tourism Management]

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Crisis management in the Australian tourism industry: Preparedness, personnel and postscript [An article from: Tourism Management]
B.A. Anderson
Manufacturer: Elsevier
ProductGroup: Book
Binding: Digital

Management | Management & Leadership | Business & Investing | Subjects | Books

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ASIN: B000P6OH2Q

Book Description

This digital document is a journal article from Tourism Management, published by Elsevier in 2006. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
Since the pilots' strike of 1989, the Australian tourism industry has experienced a series of 'shocks' or crises which have included the 1991 Gulf War, the Asian economic crisis in 1997, the dotcom crash of 2000, the collapse of the HIH Insurance Company, the World Trade Centre attacks and the demise of Ansett Airlines in 2001, the Bali bombings in 2002 and the Iraq War and the outbreak of the SARS (severe acute respiratory syndrome) epidemic in 2003. In 2002, a research project was carried out in a range of sectors of the Australian tourism industry to investigate the impact of the collapse of the HIH Insurance Company, the World Trade Centre attacks and the demise of Ansett Airlines on these organisations and the range of responses adopted to these events. This paper describes the preparedness of organisations to respond to these events; the personnel or human resource (HR) strategies implemented and the postscript, the organisational learning which had occurred. Interview findings indicate that there was little preparation for such events, a widespread reluctance to retrench staff, and limited organisational learning had taken place.

Crisis management in the tourism industry [A book review from: Tourism Management]

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Crisis management in the tourism industry [A book review from: Tourism Management]
L. Walker
Manufacturer: Elsevier
ProductGroup: Book
Binding: Digital

Elsevier | By Publisher | e-Docs | Formats | Books
ASIN: B000RR1KRI

Book Description

This digital document is a journal article from Tourism Management, published by Elsevier in 2005. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:

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