Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
2007 Annual International CHRIE Conference & Exposition 
113
UNDERSTANDING CRISIS MANAGEMENT: A CASE OF TURKISH TRAVEL AGENTS 
Murat Hancer 
School of Hotel and Restaurant Administration 
Oklahoma State University 
Stillwater, OK, USA 
Abdullah Tanrisevdi 
Vocational School of Aydin 
Adnan Menderes University 
Aydin, Turkey 
and 
Sang Hyuck Kim 
School of Hotel and Restaurant Administration 
Oklahoma State University 
Stillwater, OK, USA 
ABSTRACT 
The purpose of this study is to examine how crisis and crisis management concepts are understood by the 
travel agents in Turkey. More specifically, the study investigated the impacts of selected incidents causing different 
types of crisis on travel agents from 1990 to 2004. Although planning, readiness and awareness were important 
factors for the travel agents, the results showed that only four percent of the travel agents had a crisis plan. 
Reduction of demand and increase in costs were found as the most frequently mentioned negative impacts of the 
crises.