A Framework for Knowledge-Based Crisis Management in the Hospitality and Tourism Industry

Crisis management, disaster recovery, and organizational continuity are critical areas of competence for managers of individual businesses and entire destinations. For large-scale problems, crisis management may be a critical factor that determines the sustainability and success of a destination. In this article, the authors develop a framework that incorporates knowledge management principles to enhance the effectiveness of crisis management and planning for the hospitality and tourism industry. In addition, the authors develop a crisis typology based on the perceptions and knowledge needs of Philadelphia-area lodging operators. Subsequently, the authors apply the framework to envision the design concept of a knowledge-enabled crisis management system that can better support the crisis management and preparedness of a regional hospitality and tourism industry.