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Chapter 2 Theoretical foundations for the study of image and reputational management in tourism and hospitality

DOI: 10.23912/9781911396673-4103

ISBN: 9781911396673

Published: July 2019

Component type: chapter

Published in: Reputation and Image Recovery for the Tourism Industry

Parent DOI: 10.23912/9781911396673-3803



Risk and reputation recovery in tourism should not be viewed as independent or isolated from other discipline areas. Frameworks, processes and theories cited in studies that explore tourism crisis recovery often include those from service recovery, public relations (PR) and communication, marketing, branding and consumer psychology.
Many of the contributed case studies in this book demonstrate the use and application of these concepts, all of which are introduced and explored in this chapter. This chapter is organised into five sections. First, an understanding of the psychology behind consumer behaviour in times of crises is important to organisations and destinations seeking to maintain or recover their reputation. This chapter then begins by exploring the consumer behaviour concepts commonly employed by those seeking to better understand the impact of crisis and disasters on tourist demand. Following this, the influence of the media on the formation of tourists’ image perceptions and subsequent behaviour is discussed. The next section discusses the role of marketing communications strategies and branding to the recovery process and in then we introduce the relationship between resilience and reputation and image recovery, a phenomena that features in two of our contributed cases yet remains understated in the current academic literature. The chapter concludes with a discussion on service recovery and its importance to image and reputation recovery within the tourism and hospitality sector.

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  • Gabby Walters, Tourism Discipline, School of Business, University of Queensland, St Lucia, QLD (Author)
  • Judith Mair, Associate Professor, UQ Business School, University of Queensland, Australia (Author)

For the source title:

  • Gabby Walters, Tourism Discipline, School of Business, University of Queensland, St Lucia, QLD (Editor)
  • Judith Mair, Associate Professor, UQ Business School, University of Queensland, Australia (Editor)

Cite as

Walters & Mair, 2019

Walters, G. & Mair, J. (2019) "Chapter 2 Theoretical foundations for the study of image and reputational management in tourism and hospitality" In: Walters, G. & Mair, J. (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781911396673-4103


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Published in Reputation and Image Recovery for the Tourism Industry

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