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

Table1 
Various Crises in Turkey from 1991 to 2004 
Types and Names of Crises 
Year 
Gulf war 
Balkans war 
Terrorist activities 
Economic crisis 
Economic crises in Asia and Russia 
Earthquakes 
Arrest of the terrorist head 
November economic crisis 
Conflict with France 
Economic crisis starting in February 
September 11 
SARS 
1991 
1991-1998 
1993-1999 
1994 (April) 
1997-1998 
1999 
1999 
2000 
2000 
2001 
2001 
2002, 2004 
 
 
 

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2007 Annual International CHRIE Conference & Exposition 
115
Crisis Management and Planning for Crisis in Travel Agents 
Most businesses are at risk extremely to a wide range of unexpected events that could cause vast damage, 
occasionally very quickly and tourism is one of the most vulnerable sectors (Richter, 1999). The incident may not be 
your company's fault; it still can result in a weakening of public confidence, particularly from customers and 
investors. As travel and tourism industry is susceptible and vulnerable to crisis, travel agents are among the most 
affected in the industry. Travel agents play important part in the manufacturing and distribution chain of the travel 
industry. Airlines and hotels need to work closely with the travel agents because travel agents have the ability to 
market the products offered by airlines and hotels (Hodgson, 1987). A number of roles taken by travel agents force 
them to form a structured management plan including a crisis management plan for all types of crises. Crisis 
management is a dynamic process which begins at a time of calmness and safety, increases its activity by expecting 
the unexpected, continues by managing a difficult situation, and proceeds to return conditions to normal as quickly 
as possible (Sonmez, Backman and Alien, 1994:111). The purpose of crisis management is to reduce the uncertainty 
of the crisis situation and to increase the speed and quality of the organizations response to a crisis. Crisis 
management is about taking control of what has happened before it overwhelms the company. 
Developing a crisis management plan is a part of crisis management system. This plan consists of strategies 
and tactics that will be used during a specific crisis situation. Although crises are deemed to be inevitable, sudden 
and acute (Santana, 1999), good management can avoid crises to some degree (Faulkner, 2001). Planning for a crisis 
is the key to corporate survival. However, it is not enough to just prepare the plan and place on a shelve. The plan 
must be updated regularly for preventing it form to be come obsolete and forgotten. It also is vital for travel agents 
that they have a plan to manage crises as and when they arise (Scott, 1988). To reduce the disruption and minimize 
the damage instigated by the crisis event, organizations should utilize a systematic approach to managing the crisis 
situation (Fink, 1986). Proactiveness is an opportunity-seeking, forward-looking perspective involving introducing 
new products or services ahead of the competition and acting in anticipation of future demand to create change and 
shape of the environment (Lumpkin and Dess, 2001:433). Seeking new opportunities which may or may not be 
related to the present line of operations, introduction of new products and brands ahead of competition, strategically 
eliminating operations which are in the mature of declining stages of life cycle (Venkatraman 1989:.949).