Research Of Tourism Critical Incident Management

With the rapid development of economic globalization and the wide expandation of China’s opening policy, businesses are facing a different crisis. And crisis management has become one of the important issues in different industry. In recent years, as China’s living standard continues to improve, tourism has become an intrinsic need to Chinese and promote the rapid development of China’s tourism,making the industry become the most active part of the national economy; However, due to the travel industry’s own characteristics and changing of the globalization background, the tourism industry suffered from a wide, multi-level, multi-angle impact, this impact is not only restricts the sound development of the tourism industry itself, but also a test of the government and society’s ability to respond to crises. Meanwhile, as China’s share of tourism in the national economy continues to improve, tourism crisis management is not only related to the healthy and sustainable development of the tourism industry, but also reflects the Chinese government’s ability and public image, so the establishment of a comprehensive and effective tourism crisis response management mechanism is imminent.During the2012Spring Festival period, Hainan Sanya "cheating" incident evolved into a serious tourism crisis, and bring serious impact on tourism in Sanya. In the process of related departments to rip off the door of crisis events, exposed many problems and disadvantages of crisis management, such as the lack of network management of crisis event, lead to public opinion, ignore the process management, lead to crisis prevention and recovery management is not sound, lack of effective crisis management system, it is difficult to arouse the enthusiasm of all sides etc.This article summarized on the basis of the research on the tourism crisis at home and abroad, first of all, from the aspects of tourism crisis consciousness and tourism management system to explore the necessity of strengthening the tourism crisis management. Secondly, this article taking sanya rip off the door crisis for example, further analyzes the social consequences of the crisis event, mainly discusses the problems existing in the management process of the crisis event. Finally, this paper mainly studies how to do it in the management of tourism crisis. The author thinks that the tourism crisis management should focus on strengthening the government’s leading role in the tourism crisis events, play the role of guidance that the media take in tourism crisis, and to focus on the process of tourism crisis management, pay attention to the tourism crisis management system construction.And effectively control the occurrence spread and damage of crisis events.