【作者】 张博；

【导师】 王洁平；

【作者基本信息】 江南大学 ， 企业管理， 2008， 硕士

【摘要】 作为朝阳产业的旅游业因其环保、经济、见效快且能很好的与当地民众生活相契合等特点而备受诸多地区政府的推崇,从世界范围来看全球旅游业正面临着持续的需求上涨,我国的旅游收入每年也以约10%的速度快速增长,旅游业在现代社会往往被称为“绿色工业”。但旅游业也因其对城市安全性、资源独有性和自身保障机制的完善性依赖程度较高而显得越发敏感,相对其他行业来说,旅游业在危机事件发生时更易遭受打击,导致其行业运行的紊乱。因此,探讨和建立城市旅游业危机事件应对体系有利于提高城市旅游业的抗风险能力。本文通过对对旅游危机管理理论研究的文献综述入手,结合旅游管理理论中的TDMF框架和危机管理理论中的“三阶段”模型以及危机应对研究中学者们所提应对措施和建议、系统管理理论和生命周期理论探讨了旅游业中对于危机事件应对体系的建设,运用层次分析和产品生命周期的思想对应对体系进行分析,探讨和提出了改进后的三阶段城市旅游业危机事件应对体系。最后结合无锡市2007年6月间“水危机事件”中城市旅游业所采取的应对措施予以实证,完成本文。文章共分七个部分:第一部分为绪论,总述了论文选题背景、课题的提出等,对文章概况做以介绍;第二部分为国内外旅游危机管理研究的文献综述;第三、四部分分别从本文所需理论基础和分析方法两方面为体系的建立提供支持;第五部分是全文的核心,在结合了第二部分的旅游危机管理理论中TDMF框架和第三部分危机管理理论中“三阶段模型”中各自优点后,根据危机应对研究中学者们所提的应对措施、建议以及TDMF模型中的应对要素,对框架中各部分予以细化,并结合产品生命周期理论对体系中的各阶段进行流程分析,结合系统论中系统所应具有的特点对体系的设计思想做以指导后,提出了三阶段的城市旅游业危机事件应对体系,并对体系本身及其各部分进行了深入的介绍和剖析;第六部分是实证研究部分,主要选取了“2007年太湖水危机事件”中无锡城市旅游业应对此次危机事件所采用的相关方法、政策、对策作为本文的实证;第七部分为结语部分,总结全篇,并指出本文研究的不足与展望。更多还原

【Abstract】 For its environmental, economical and effective interest rate, tourism has enjoyed many governments’esteem as well as local people’s life. From a global perspective, tourism is experiencing the rising demand. In our country, tourist income rises by 10% every year. Now tourism has been named“The Green Industry”.As is well known that traveling profession is a sensitive profession, and it is highly dependent on urban security, natural resources and its safeguard mechanism. Compared with others, tourism could be influenced easily. Building an urban tourism response system for crisis events is important for enhancing urban tourism anti-risk ability.Combined with TDMF model and three stages model, the article establishes a response system for urban tourism industry. As well, advices from scholars which could solve the problems of crisis events during coping period beside System management theory, life cycle model and analytic hierarchy process theory contribute a lot in building process. Then the article gives a response system for urban tourism industry based on three stages. At the end of the article, response system applies in Wuxi tourism industry during water crisis period in June, 2007The article is divided into seven parts. The first part is the preface which has introduced the background and the value of the paper; as well it sums up the whole frame. The second one gives the introduction of tourism theories from both domestic & foreign views. The third and forth parts provide the support from theories and analysis methods for the article separately. The fifth part is the core one. Combined with the advantages of TDMF and three stages models mentioned before, it gives a response system for urban tourism industry based on three stages. Deals with the counter measures which offered by scholars and the essential factors of TDMF, the system possesses the characteristics which the system theory mentioned before. Details of the response system are also presented here. The sixth part demonstrates the response system by Wuxi tourism industry during water crisis period in 2007. The article ends at the seventh part.更多还原