Crisis concierge: The role of the DMO in visitor incident assistance. (September 2018)

• Record Type: Journal Article
• Authors: Pennington-Gray, Lori; Schroeder, Ashley
• Is Part Of: Journal of destination marketing & management. Volume 9(2018)
• Page Start: 381
• Page End: 383
• Publication Date: 2018-09
• Subjects: Place marketing -- Periodicals; Tourism -- Management -- Periodicals; Electronic journals; 658.8005
• DOI: 10.1016/j.jdmm.2018.02.003
• Languages: English
• ISSNs: 2212-571X

Abstract

Abstract: Travel-related risk perceptions have become more widespread in recent years due to the increased frequency and intensity of incidents, as well as heightened awareness of risk due to the 24‐hour news cycle and constant connection through technology. With growing concern surrounding traveling to destinations and a greater likelihood of unexpected incidents occurring, this regional spotlight: (1) recognizes the need for representation and care for the tourist in times of crisis; (2) uses caring theory to demonstrate the caretaker role; (3) introduces the concept of a crisis concierge program within a Destination Management Organization (DMO); and (4) demonstrates the application of caring theory and a crisis concierge program through the case of Lee County Visitor and Convention Bureau's Visitor Assistance Program. Highlights: Recognizes the need for representation/care for tourists during personal crises. Uses caring theory to demonstrate the caretaker role. Introduces the concept of a "crisis concierge" program within a DMO. Demonstrates the application of caring theory and a "crisis concierge" program. Uses the case of Lee County VCB's Visitor Assistance Program.