This document summarizes a master's thesis on the crisis management strategies of Thailand's tourism industry following political unrest and terrorism in 2014-2015. It describes three key steps in crisis management: 1) crisis prevention and planning through contingency planning and security training, 2) strategic implementation including internal and external communication as well as assisting victims, and 3) resolution through recovery marketing and review of crisis plans. Overall, it finds that Thailand demonstrated resilience through coordinated efforts between public and private sectors, as well as understanding of customer behavior to target resilient markets.
Resilient Cities, SMEs, Communities and Infrastructure Four Pioneering Projec...
Crisis Management Strategies of Thailand's Tourism Industry Following Political Unrest and Terrorism in 2014-15, Kerstin KRIHA
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Crisis Management Strategies of
Thailand‘s Tourism Industry
A study following political unrests and
terrorism in 2014/15
Master Thesis
Kerstin Kriha
University of Applied Sciences HTW Chur
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‘Integrative Risk Management – Towards Resilient Cities‘ • 28 Aug – 1 Sept 2016 • Davos • Switzerland
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1. Introduction: Thailand‘s Tourism and Crises
Bangkok bombing 17. Aug 2015
2. Results: Crisis Management Activities
3. Conclusion
Content
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Introduction: Thailand and its history of crises
Bangkok Bombing on 17 August 2015:
Bomb exploded at tourist attraction “Erawan Shrine”
Worst terror attack aimed at tourists
20 fatalities and 120 injured
Tsunami 2004 Flooding 2011Riots 2008-9
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‘Integrative Risk Management – Towards Resilient Cities‘ • 28 Aug – 1 Sept 2016 • Davos • Switzerland
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7.3%
-7,3%
16.4%
-1.9%
20.0%
4.6%
0.8%
-3.0%
12.6%
20.7%
16.2%
18.8%
-6.5%
20.4%
-10%
0%
10%
20%
30%
0
10
20
30
40
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
Arrivalsinmio
Int. Tourist arrivals to Thailand
Introduction: Crises in Thailand – A Teflon Economy?
SARS Tsunami Political crisis
& GFC
Political Riots & Coup
Bangkok Bombing
Thailand manifested itself as a highly resilient
“Teflon Economy“ (Arnold, 2014)
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Research Question and Sample
Tour
Operators
Hotels
Tourism
Authority
Tourism
Associations
Industry
Experts
CH&DE 4
TH 1 8 2 1 3
What were key crisis management activities of Thailand‘s tourism
stakeholders prior to, during and after the Bangkok bombing?
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Results: Crisis Management Strategies
Crisis Prevention and Planning1
Strategic Implementation2
Resolution, Evaluation & Feedback3
Crisis
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Step 1: Crisis Prevention and Planning
Crisis Prevention and Planning1
Contingency Planning
→ Tourism Authority of Thailand (TAT)
has own „War Room“
→ Scenario planning for different
eventualities, (cost-saving plans, back-
up office, prepared contact lists &
messages)
→ Hotels trained staff for bombings
Crisis plans, teams and
trainings
Security measures
Understanding consumer
behaviour
Depending on nationalities &
booking lead times
Tourists nowadays are more resilient
Fostering relationships
(with media, travel agents)
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Step 2: Strategic Implementation
Strategic Implementation2 Crisis
Int. Communication Informing and aligning messages with
staff & head/overseas offices
→ TAT advises tourism industry to appear
in unified voice
Transparency: control story through
regular updates to media and partners
→ Reaching tourists through partners
(Wholesale, Tripadvisor, Agoda)
→ Tracking technology to identify and
correct misperceptions
Sharing positive images, avoiding term
„terrorism“
Social Media as a Game Changer
Ext. Communication
Assisting Victims
Enhancing/Communicat-
ing Security Measures
Adapting reservations
& managing costs
Target resilient markets
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Step 2: Strategic Implementation
Strategic Implementation2 Crisis
Int. Communication
Ext. Communication
Assisting Victims Coordinate with emergency services &
first aid for victims
→ Provide therapy for traumatised staff
→ TAT offered insurance coverage for
those affected
Enhancing/Communicat-
ing Security Measures
Adapting reservations
& managing costs
Target resilient markets
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Matched with crisis phase & scope
→ During crisis: Special insurances &
#strongertogether promotion
→ After crisis: Use media attention!
Celebrity marketing for HK market,
new Logo with smile
→ Private sector: domestic packages,
Social Media & OTA campaigns
(particularly for previous guests)
Step 3: Resolution
Resolution, Evaluation and Feedback3
Recovery Marketing
Review & adapt
crisis plan
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Successful crisis management by private & public sector
Contingency planning goes beyond crisis plans: Understand customer
behaviour to target resilient markets
Ensure transparent and prompt communication - integrating Social
Media channels
Proactive recovery marketing: Use media attention to turn negative
into positive
Conclusion
→Stronger collaboration of public & private sector, particularly pre-
& post-crisis
× Private & public sector in Phuket lacked readiness - Cultural influence:
× Some rely on “automatic” bounce back/ believe marketing is task of
public sector
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Thailand‘s resilience is unique
60% Repeat Travelers
“Welcoming“, “soft“, “kindhearted“ people and culture
Previous political crises centralised to BKK
→direct access to plenty unaffected regions
„Thai Paradox“: Political crises usually non-violent, no risk for
tourists
→Riots turned into tourist attractions
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Thank you for your attention
ขอบคุณค่ะ
Editor's Notes
Bangkok Bombing Impacts
Immediate but short impact: 1-2 months
New record 29.8 mio arrivals, +4% than expected
3 min
5 min
Especialy important for immediate crises like a terror attack
2014: HK decreased -20% in Thailand, but increased 20% in Phuket
Collaboration with Tourism Associations not always ideal, mostly for Thais, communication barrier, old-fashioned thinking? Association bringing together hoteliers in Phuket is missing
Visualising certain security measures to reassure tourists
Increased police presence
Distributing leaflets with emergency number
Controlling guests in hotels
“our guests come to relax and not to worry about politics” (H1).
Visualising certain security measures to reassure tourists
Increased police presence
Distributing leaflets with emergency number
Controlling guests in hotels
“our guests come to relax and not to worry about politics” (H1).
TAT used media attention to turn negative messages into positive ones
During crises: Target resilient markets & provide insurance
After crises: Major campaigns > Avoid confusion and waste of resources (Ritchie, 2009)
The case of the Bangkok bombing has shown that tourism businesses have no choice but to integrate social media channels into their crisis communication as the uncontrolled distribution of contents cannot be avoided. Developments in Social Media channels can be extremely fast, extremely far reaching, and can have an extreme impact on businesses. While the use of Social Media has become an everyday activity for most people, companies still have problems understanding the options for crisis communication behind it.
“Crisis management for me is a matter of cooperation. But a lot of people don’t think like this, and even try to use their crisis management as an extra marketing tool, which is okay up to a certain extent, but not always good when you talk for the sake of the country. But very few tour operators or hotel chains worry too much about the country, they worry more about their own profit and loss” (E3)