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

Pradeep Racherla

College of Business, West Texas A&M University, pracherla{at}mail.wtamu.edu

Clark Hu

School of Tourism & Hospitality Management, Temple University, clark.hu{at}temple.edu

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.

Key Words: crisis management • crisis typology • hospitality and tourism industry • knowledge-based system (KBS) • knowledge management (KM)

This version was published on November 1, 2009

Cornell Hospitality Quarterly, Vol. 50, No. 4, 561-577 (2009)
DOI: 10.1177/1938965509341633
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