Organizational Learning in Tourism Crisis Management: An Experience From Malaysia

Zahed Ghaderi*, Ahmad Puad Mat Som, Jia Wang

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

54 Citations (SciVal)


Tourism and related organizations are dealing with crises either based on a specific crisis management plan, contingency planning, designed guideline, or ad hoc response. These organizations learn from crises in different ways, but no mechanisms have been explored to indicate how these organizations learn within the framework of Tourism Crisis Management (TCM). Among various reasons is limited systematic research that has been undertaken in this area. This study addresses this gap in our current knowledge by proposing a model for analyzing and developing organizational learning within the framework of TCM. The study shows the perceptions of 25 key players in Malaysia's tourism industry on the role of organizational learning in managing crises. The findings also revealed that organizational learning is subject to negligence and few key practitioners thinking about in-depth learning from the crisis management perspectives.

Original languageEnglish
Pages (from-to)627-648
Number of pages22
JournalJournal of Travel and Tourism Marketing
Issue number5
Publication statusPublished - Jul 2014
Externally publishedYes


  • Malaysia
  • Tourism crisis management
  • organizational learning

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing


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