THE IMPORTANCE OF HUMAN RESOURCES FOR EFFECTIVE IMPLEMENTATION OF CRISIS MANAGEMENT TOOLS IN TOURISM AND HOSPITALITY INDUSTRY
Branka Drašković - Metropolitan University, FEFA Faculty, Zorana Djindjica 44, Belgrade, Serbia
Marija Džunić - Metropolitan University, FEFA Faculty, Zorana Djindjica 44, Belgrade, Serbia
DOI: https://doi.org/10.31410/tmt.2020.441
5th International Thematic Monograph - Modern Management Tools and Economy of Tourism Sector in Present Era, Belgrade, 2020, Published by: Association of Economists and Managers of the Balkans in cooperation with the Faculty of Tourism and Hospitality, Ohrid, North Macedonia; ISSN 2683-5673, ISBN 978-86-80194-42-4; Editors: Vuk Bevanda, associate professor, Faculty of Social Sciences, Belgrade, Serbia; Snežana Štetić, full time professor, The College of Tourism, Belgrade, Serbia, Printed by: SKRIPTA International, Belgrade
Abstract: The objective of this paper is to foreground the connection between human resources and crisis management in the tourism and hospitality industry, particularly in the implementation of various management tools for successful crisis strategy. One of the most significant sources of competitive advantage in organizations is allocated in human resources, their knowledge and skills, and the way they are used. Modern business conditions have created a dynamic environment that imposes the need to accept the changes flexibly. Whether it is a matter of sudden or gradual changes, as well as whether they are of a positive or negative character, each of them has implications that can result in a crisis. Therefore, the need to understand the crisis and the role of crisis management in the process of crisis prevention, management and overcoming, becomes a necessary element of any business system.
Tourism represents one of the fastest-growing sectors in the world, but since it is vulnerable to various risks and crisis, developing an effective crisis management response, consisting of highly skilled people and the use of adequate crisis management tools, can significantly lower the negative impacts on this industry.
Keywords: Human resources, Crisis management, Leadership, Crisis management tools, Tourism and hospitality.
REFERENCES
Ashton, D., & Green, F. (1996). Education, training and the global economy. Cheltenham, UK:
Edward Elgar
Đorđević Boljanović, J. (2009) Menadžment znanja, Beograd: Data Status
Faulkner, B (2001) Towards and framework for tourism disaster management. Tourism Management
22 (2), 135-147.
Froy, F., Giguere, S. & Hofer, A. (2009). Local Strategies for Developing Workforce Skills in
Designing Local Skills Strategies, OECD.
Hrout, S. A., Mouhamed, B. (2014) Human Resource Management Practice Tourism and Hotel
Industry, full article available at:
https://www.shs-conferences.org/articles/shsconf/pdf/2014/09/shsconf_4ictr2014_01076.pdf
Karović, S., (2015) Krizni menadžment, Beograd: Media Centar Odbrana
Kešetović, Ž., (2008) Krizni menadžment, Beograd: Službeni glasnik
Kosar, Lj., (2008) Hotelijerstvo I, Beograd: Visoka hotelijerska škola strukovnih studija, Univerzitet
u Beogradu
Krueger, A., Lindahl, M. (2003). “Education for growth: why and for whom?” Journal of Economic
Literature XXXIX, pp. 1101-36.
Lalonde, C. In Search of Archetypes in Crisis Management, Journal of contingencies and crisis
management, vol. 12, no 2, Blackwell Publishing
Margaux et.al. (2020) Reimagining the $9 trillion tourism economy—what will it take? McKinsey
& Company, August 2020, McKinsey.com.
Marshal, R., & Tucker, M. (1992). Thinking for a living. New York, NY: Basic Books.
Martens, H.M. et al (2016) Crisis Management in Tourism – A Literature Based Approach on
the Proactive Prediction of a Crisis and the Implementation of Prevention Measure, Athens
Journal of Tourism - Volume 3, Issue 2 – Pages 89-102 https://doi.org/10.30958/ajt.3-2-1
doi:10.30958/ajt.3-2-1
Masic B., Dzunic M., Nesic S., (2014) Savremena teorija menadzmenta – skole i novi pristupi,
Data Status
Mikulić, J., et al. Strategic crisis management in tourism: An application of integrated risk management
principles to the Croatian.... Journal of Destination Marketing & Management
(2016), http://dx.doi.org/10.1016/j.jdmm.2016.08.001i
Moreira, P. (2007) Aftermath of crises and disasters: notes for an impact assessment approach.
In Laws, E., Prideaux, B. and Chon, K. (Eds.) Crisis Management in Tourism. Wallingford:
CABI Publishing, Chapter 5
PATA: Pacific Area Travel Association (2011) Bounce Back – Tourism Risk, Crisis and Recovery
Management Guide. Bangkok: PATA
Pforr C., Hosie, P., (2009) Crisis Management in the Tourism Industry Results with Ordinary
People, Boston: Harvard Business School Press.
Regester, M., Larkin, J. (1998). Risk issues and crisis management: St. Ives: Clays. Ltd.
Ritchie, B. W. (2009). Crisis and Disaster Management for Tourism. Clevedon, U.K.
Sabadie, J.A., Johansen, J. (2010). „How Do National Economic Competitiveness Indices View
Human Capital?“, European Journal of Education, Vol. 45, No. 2, Human and Social Capital
Development for Innovation and Change str. 236-258
Stefanović, V., Blagojević, S. (2009) Menadžment ljudskih resursa u turizmu. Novi Sad: Prirodno
matematički fakultet
Tahiri, et.al. (2020) Analyzing hotel management from the perspective of management and
employees, and their impact on tourist satisfaction with hotel services in Kosovo, Acta
Universitatis Danubius, vol 16, no1. 45-81.
UKEssays. (November 2018). Crisis Situation Management in Hospitality Sector. Retrieved from
https://www.ukessays.com/essays/tourism/crisis-management-in-the-tourism-and-hospitality-
industry-tourism-essay.php?vref=1
UKEssays. (November 2018). Tourism Crisis Management Techniques Tourism Essay. Retrieved
from https://www.ukessays.com/essays/tourism/tourism-crisis-management-techniques-
tourism-essay.php?vref=1
UNWTO (2011) Toolbox for Crisis Communications in Tourism. UNWTO, Madrid
Vlahović, S. (2007) Upravljanje ljudskim resursima i njihova primena u hotelijerstvu. Zbornik
radova Edukacija zaposlenih u turizmu, Beograd: Univerzitet Singidunum
Vlahović, S. (2008) Značaj kadrovske strukture za razvoj hotelske industrije Crne Gore, Zbornik
radova, Zlatibor: Hotelska kuća, HOPES
Vujić, D. (2000), Menadžment ljudskih resursa i kvalitet: ljudi – ključ kvaliteta i uspjeha, Beograd:
Centar za primenjenu psihologiju Društva psihologa Srbije
Westphalen, S. (2001). Reporting on human capital: objectives and trends. In: Descy, P.; Tessaring,
M. (eds) Training in Europe. Second report on vocational training research in Europe
2000: background Report. Luxembourg: Office for Official Publications of the European
Communities Vol. II, Part 4, p. 249-278.
Wilson, R.A., Broscoe, G. (2004). The impact of human capital on economic growth: a review,
in Descy, P, Tessaring, M., Impact of education and training, Third report on vocational
training research in Europe: background report. Luxembourg: Office for Official Publications
of the European Communities.
World Tourism Organization (2020) “International tourist numbers could fall 60-80% in 2020,
UNWTO reports”, May 2020, unwto.org.
Tourism represents one of the fastest-growing sectors in the world, but since it is vulnerable to various risks and crisis, developing an effective crisis management response, consisting of highly skilled people and the use of adequate crisis management tools, can significantly lower the negative impacts on this industry.
Keywords: Human resources, Crisis management, Leadership, Crisis management tools, Tourism and hospitality.
REFERENCES
Ashton, D., & Green, F. (1996). Education, training and the global economy. Cheltenham, UK:
Edward Elgar
Đorđević Boljanović, J. (2009) Menadžment znanja, Beograd: Data Status
Faulkner, B (2001) Towards and framework for tourism disaster management. Tourism Management
22 (2), 135-147.
Froy, F., Giguere, S. & Hofer, A. (2009). Local Strategies for Developing Workforce Skills in
Designing Local Skills Strategies, OECD.
Hrout, S. A., Mouhamed, B. (2014) Human Resource Management Practice Tourism and Hotel
Industry, full article available at:
https://www.shs-conferences.org/articles/shsconf/pdf/2014/09/shsconf_4ictr2014_01076.pdf
Karović, S., (2015) Krizni menadžment, Beograd: Media Centar Odbrana
Kešetović, Ž., (2008) Krizni menadžment, Beograd: Službeni glasnik
Kosar, Lj., (2008) Hotelijerstvo I, Beograd: Visoka hotelijerska škola strukovnih studija, Univerzitet
u Beogradu
Krueger, A., Lindahl, M. (2003). “Education for growth: why and for whom?” Journal of Economic
Literature XXXIX, pp. 1101-36.
Lalonde, C. In Search of Archetypes in Crisis Management, Journal of contingencies and crisis
management, vol. 12, no 2, Blackwell Publishing
Margaux et.al. (2020) Reimagining the $9 trillion tourism economy—what will it take? McKinsey
& Company, August 2020, McKinsey.com.
Marshal, R., & Tucker, M. (1992). Thinking for a living. New York, NY: Basic Books.
Martens, H.M. et al (2016) Crisis Management in Tourism – A Literature Based Approach on
the Proactive Prediction of a Crisis and the Implementation of Prevention Measure, Athens
Journal of Tourism - Volume 3, Issue 2 – Pages 89-102 https://doi.org/10.30958/ajt.3-2-1
doi:10.30958/ajt.3-2-1
Masic B., Dzunic M., Nesic S., (2014) Savremena teorija menadzmenta – skole i novi pristupi,
Data Status
Mikulić, J., et al. Strategic crisis management in tourism: An application of integrated risk management
principles to the Croatian.... Journal of Destination Marketing & Management
(2016), http://dx.doi.org/10.1016/j.jdmm.2016.08.001i
Moreira, P. (2007) Aftermath of crises and disasters: notes for an impact assessment approach.
In Laws, E., Prideaux, B. and Chon, K. (Eds.) Crisis Management in Tourism. Wallingford:
CABI Publishing, Chapter 5
PATA: Pacific Area Travel Association (2011) Bounce Back – Tourism Risk, Crisis and Recovery
Management Guide. Bangkok: PATA
Pforr C., Hosie, P., (2009) Crisis Management in the Tourism Industry Results with Ordinary
People, Boston: Harvard Business School Press.
Regester, M., Larkin, J. (1998). Risk issues and crisis management: St. Ives: Clays. Ltd.
Ritchie, B. W. (2009). Crisis and Disaster Management for Tourism. Clevedon, U.K.
Sabadie, J.A., Johansen, J. (2010). „How Do National Economic Competitiveness Indices View
Human Capital?“, European Journal of Education, Vol. 45, No. 2, Human and Social Capital
Development for Innovation and Change str. 236-258
Stefanović, V., Blagojević, S. (2009) Menadžment ljudskih resursa u turizmu. Novi Sad: Prirodno
matematički fakultet
Tahiri, et.al. (2020) Analyzing hotel management from the perspective of management and
employees, and their impact on tourist satisfaction with hotel services in Kosovo, Acta
Universitatis Danubius, vol 16, no1. 45-81.
UKEssays. (November 2018). Crisis Situation Management in Hospitality Sector. Retrieved from
https://www.ukessays.com/essays/tourism/crisis-management-in-the-tourism-and-hospitality-
industry-tourism-essay.php?vref=1
UKEssays. (November 2018). Tourism Crisis Management Techniques Tourism Essay. Retrieved
from https://www.ukessays.com/essays/tourism/tourism-crisis-management-techniques-
tourism-essay.php?vref=1
UNWTO (2011) Toolbox for Crisis Communications in Tourism. UNWTO, Madrid
Vlahović, S. (2007) Upravljanje ljudskim resursima i njihova primena u hotelijerstvu. Zbornik
radova Edukacija zaposlenih u turizmu, Beograd: Univerzitet Singidunum
Vlahović, S. (2008) Značaj kadrovske strukture za razvoj hotelske industrije Crne Gore, Zbornik
radova, Zlatibor: Hotelska kuća, HOPES
Vujić, D. (2000), Menadžment ljudskih resursa i kvalitet: ljudi – ključ kvaliteta i uspjeha, Beograd:
Centar za primenjenu psihologiju Društva psihologa Srbije
Westphalen, S. (2001). Reporting on human capital: objectives and trends. In: Descy, P.; Tessaring,
M. (eds) Training in Europe. Second report on vocational training research in Europe
2000: background Report. Luxembourg: Office for Official Publications of the European
Communities Vol. II, Part 4, p. 249-278.
Wilson, R.A., Broscoe, G. (2004). The impact of human capital on economic growth: a review,
in Descy, P, Tessaring, M., Impact of education and training, Third report on vocational
training research in Europe: background report. Luxembourg: Office for Official Publications
of the European Communities.
World Tourism Organization (2020) “International tourist numbers could fall 60-80% in 2020,
UNWTO reports”, May 2020, unwto.org.
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