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

Key Words:
crisis management, crisis plan, travel agents, Turkey 
INTRODUCTION 
In relation to a widespread ignorance of its size and complexity, few would mention the travel industry as a 
leading sector of the world economy (Hodgson, 1987). However, World Tourism Organization estimated that more 
than eight hundred million people travel to the world and spend billions of dollars every year (WTO, 2006). With a 
considerable amount of money at stake, the suppliers and distributors find themselves in a fierce competition. In 
addition to the competition, the tourism industry reminds of its vulnerability to all kinds of political, economical, 
technical instabilities (Scott, 1988). Travel agents, like many other types of organizations, can suffer from a 
downward of events that are difficult to be reversed. These downwards of events often considered as the crises. 
Most sectors of the travel industry are affected by the cumulative effects of crises. Among several sectors in the 
travel industry, travel agents and tour operators are the first groups to feel the impact of crises in their business. 
Although crises and crisis management strategies have been studied in the management literature, only a 
few studies have concentrated on how crises are understood specifically by the travel agents. This study is 
considered to fill this gap by presenting the views of travel agents about different crises. The purpose of this study 
is to examine how crisis and crisis management concepts are understood by the travel agents in Turkey. More 
specifically, this study investigated a review of selected incidents causing different types of crisis for travel agents 
from 1990 to 2004. Next, some of the perceptions of the crises by the agents are presented. The methodology used to 
develop a crisis management plan is then discussed. Lastly, recommendations are made regarding the development 
of a crisis management plan suitable for the travel agents.