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

 
 
 
 
 
 
 

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2007 Annual International CHRIE Conference & Exposition 
118
CONCLUSION 
This study explored the perception of travel agents as to how they conceived the crisis and crisis 
management concepts in Turkey between 1990-2004. The findings of the study show that the various crises had 
negative impact on the travel industry in the Turkey, even though there was some positive learning from various 
crises. The positive impacts of the crises did not occur frequently, however the negative impacts from various crises 
were tremendous. Despite the huge negative impacts from the crises, the most travel agents in the Turkey would not 
prepare effective and efficient crisis management plan for their business. 
There are several of practical recommendations from the findings of this study. First, a crisis does not 
automatically broadcast itself as well as not easily detects before arriving. As result of these characteristics of crises, 
travel agent companies need to understand the types of crises likely and their effects on travel agents to decrease the 
negative effects on businesses due to various types of crises. This understanding would enable companies to provide 
preventive and proactive standard aimed at reduce the negative impacts from various crises.
Second, based on the understanding of importance of crisis management, travel agents have to prepare the 
plan of crisis management. The purpose of crisis management is to form teams that can move forward in a mutually 
supportive, structured manner when potential signals are detected (Lagadec, 1997). Crisis management strategies are 
composed three categories; defensive, offensive, and preventive, such as accident insurance, quality monitoring and 
alarm, guest protection plan, etc. The importance of training, systems, and procedures, and adherence to policies are 
best defense and prevention for any organization (Nykiel, 2005). Moreover, pre-defined rules, standardized 
procedures, antagonism between cooperating practices and underlying taboos give the crisis a formidable advantage. 
Understanding about new, poorly understood subjects that are difficult to comprehend makes crisis less harmful. 
Monitoring external and internal environment continuously as well as knowing the weak and strong sides 
of the company may help travel agents to decrease the negative effects of the crises. The difficulties and risk of 
making quick decisions might be difficult at times, however, the handling and distribution of information is the 
single most important aspect of crisis management (Scott, 1988). In crisis situations, travel agents face many 
challenges including itinerary modifications and cancellations. Therefore, clearly defined objectives and a plan or 
plans for the crisis situation helps travel agents survive and prosper in today's highly unpredictable environment. It is 
better to prepare a variety of “worst case” scenarios when planning strategies for the future crises.
In conclusion, the planning and the preparation of some proactive steps to prevent and recover a certain 
degree of normality of business before crisis provides that travel agents would save and recover fast the 
organization’s reputation, control the financial condition, and market share (Barton, 1994). In spite of the 
importance of the planning and preparation of crisis management in the travel business, Turkish travel agents would 
not well prepared the crisis management plan for their properties. Therefore, an appropriate crisis management plan 
as well as a training program for the crisis management for both employees and customers should be required and 
implemented to prevent successfully and recover rapidly from the various crises for the Turkish tourism industry.