我国旅游景区的主要危机及危机管理初探

On the Main Crisis of Scenic Areas and Crisis Management in China

景区是一种非常特殊的企业,景区危机具有自身鲜明的特点。本文比较系统地探讨了旅游景区危机及其管理问题。认为旅游景区可能发生的危机主要有由自然灾害或人为因素引起的突发性事件和完全由于人为因素引起的潜在危机两大类,着重对我国旅游景区的主要危机类型如战略危机、旅游资源和产品危机、形象和品牌危机、服务质量危机、突发事件危机、人才危机等进行了较深入的剖析。并深入分析了我国旅游景区实施危机管理的必要性和紧迫性。最后结合我国旅游景区危机特点,从危机防范、危机处理和危机总结3个方面提出了旅游景区危机管理的措施和对策。

Scenic area is a very special enterprise, while crisis in scenic area has its distinctive characteristics. This paper, discusses the issues of crisis in scenic area and management more systematically. The author holds that the likely crisis in scenic area results from the sudden event caused by natural disaster or manmade factor and potential crisis entirely caused by man-made factor. The paper makes an in-depth analysis of China＇ s major types of crisis,such as strategic crisis, tourism resource and product crisis, image and brand name crisis, service quality crisis, event crisis and human resource crisis. The paper furthermore analyses that it is necessary and most pressing to strengthen crisis management in China＇ s scenic area. Finally the author offers some measures and countermeasures for managing crisis from the aspects of crisis prevention, crisis solution and crisis conclusion.