联系我们

论文查询结果	返回搜索

论文编号：	1926
作者编号：	031833
上传时间：	2010/5/12 10:40:47
中文题目：	旅游企业危机管理--以利益相关者为基点
英文题目：	stakeholder crisis management in the tourism enterprises communication
指导老师：	杜炜
中文关键字：	利益相关者 旅游企业危机管理 沟通
英文关键字：	stakeholder crisis management in the tourism enterprises communication
中文摘要：	危机一般指任何组织系统及其子系统中，因其外部环境或内部条件的突变而导致的对组织系统总体目标和利益构成的一种紧张状态。对于旅游业来说，旅游活动的完成涉及到众多的旅游企业，任何一个环节出现问题都有可能导致一系列的连锁反应。尤其是随着社会的发展和旅游活动的不断开展，旅游企业面临着各种各样新的危机挑战。 本篇文章主要从利益相关者的角度入手，分析在旅游危机的不同阶段，各个利益相关者所面临的压力和挑战，旅游企业应该如何采取有效的措施与利益相关者进行沟通，尽快的解决危机，利用危机中潜藏的商机。 在对危机相关理论进行回顾的基础上，笔者提出了对旅游企业进行危机管理的必要性。综合分析旅游企业危机管理的各种定义后提出了本文所依据的旅游危机的定义，特点，以及旅游企业危机管理的周期。并简要介绍了对旅游企业进行危机管理所使用的工具，重点介绍了沟通策略对旅游危机管理的重要性。 预警机制及与利益相关者的风险沟通是企业在危机发生前的重要任务。基于此，本文讨论旅游企业危机预警的作用及构成、企业内部结构优化及如何与利益相关者进行风险沟通。 旅游企业与利益相关者的危机沟通是发生在企业遇到危机后。在讨论了旅游危机发生阶段的特点及危机管理实施步骤后，本文重点研究如何与利益相关者进行危机沟通，并以非典中的春秋国旅为例，介绍了危机沟通的重要性。 危机的恢复管理是对危机过后的旅游企业的恢复和调整。在研究危机恢复阶段的利益相关者的要求后，提出了恢复阶段如何对危机中的人、物质及系统进行恢复工作。
英文摘要：	Crisis is a kind of tension concerning general objective and interests of the whole system, which results from the sudden change of internal or external environment in any system and its subsidiary systems. In tourism, the completion of a tourism activity involves many enterprises, and any problem in any link will inevitably have a chain effect. With social development and the progression of tourism activities, tourism enterprises are faced with a variety of new crises and challenges. This paper, starting from the stakeholders’ perspective, analyzes pressure and challenges facing stakeholders at different stages of the crisis in tourism enterprises, and effective measures for tourism enterprises to make communications with stakeholders in order to resolve the crisis and seize the potential business opportunities. This paper consists of six parts: Chapter one is an introduction. Based on a review of the theories related to crisis, it points out the necessity of crisis management in tourism enterprises and puts forward the methodology used and framework of this paper. Chapter two is a summarization of crisis management in tourism enterprises. After having analyzed a variety of definitions of crisis, this chapter presents the definition and characteristics of the crisis concerned in this paper and the cycle of crisis management. It also gives a brief introduction of the crisis management tool, with an emphasis on the importance of communication strategy. Chapter three is about the pre-warning system and the risk communication concerning stakeholders. It concentrates on the function and constitution of the crisis pre-warning system, the optimization of internal structure and the risk communication with stakeholders. Chapter four focuses on the risk communication between tourism enterprises and stakeholders. After a discussion of different stages of crisis and the steps in crisis management, this chapter highlights the risk communication with stakeholders, and exemplified its importance through specific cases. Chapter five is about crisis recovery management. After an analysis of stakeholders’ demands in this stage, the paper elaborates on how to restore the function of people, material and the system in the crisis. The last part is the conclusion, which summarizes the whole paper and points out the deficiencies of it.
查看全文：	预览  下载(下载需要进行登录)