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Crisis management framework for tourist destinations during health-related crises : A case study of Lisbon in the context of COVID-19
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Resumo(s)
A presente investigação doutoral teve como objetivo principal o desenvolvimento de um modelo conceptual de gestão de crises em destinos turísticos, especificamente orientado para contextos de crises de saúde publica. A pandemia da COVID-19 expos a vulnerabilidade sistémica da indústria turística perante emergências sanitárias de grande escala, revelando falhas estruturais nos mecanismos de preparação, resposta e recuperação. Neste enquadramento, tornou-se imperativo desenvolver modelos de gestão de crise mais adaptados e sensíveis as especificidades de riscos epidemiológicos. Desta forma, a presente investigação visa colmatar essa lacuna, apresentando um modelo teórico e operacional que responda as necessidades emergentes dos destinos turísticos contemporâneos. Com o intuito de alcançar esta meta, a investigação foi orientada para o estudo de caso do destino turístico da cidade de Lisboa, resultando no desenvolvimento de um conjunto de objetivos específicos: avaliar o nível de preparação pré-pandemia dos stakeholders turísticos locais; analisar em profundidade os impactes disruptivos da COVID-19 sobre o destino turístico; examinar as respostas institucionais e operacionais adotadas durante a fase de emergência; e investigar as estratégias adaptativas desenvolvidas na recuperação de longo prazo. Em paralelo, foi pretendido analisar a atuação do organismo nacional de turismo, Turismo de Portugal, no domínio da comunicação de crise, com especial enfoque nas estratégias utilizadas para preservar a imagem do destino e assegurar a confiança dos visitantes nacionais e internacionais. A investigação teve ainda como objetivo especifico identificar as aprendizagens organizacionais resultantes da experiencia pandémica, com vista a reforçar a resiliência do destino turístico perante futuras ameaças sanitárias.
This doctoral research developed a conceptual framework for crisis management in tourism destinations, with a specific focus on health-related crises. The COVID-19 pandemic exposed the tourism industry's vulnerability to health emergencies, revealing critical gaps in preparedness, response, and recovery. To address these challenges, the research presents a framework tailored to the evolving needs of contemporary tourism destinations. Using Lisbon as a case study, the research aimed to: assess stakeholder preparedness prior to COVID-19; analyse the pandemic’s impacts on the destination; examine emergency responses; and explore long-term recovery strategies. It also analysed Visit Portugal’s crisis communication strategy and its role in safeguarding destination´s image. Lessons learned from the crisis were identified to strengthen resilience to future health threats. A mixed-methods, longitudinal case study design was employed. Qualitative data were collected through two rounds of semi-interviews with 9 key tourism stakeholders, alongside content analysis of Visit Portugal’s Facebook communication. Quantitative data were gathered via surveys administered to 21 hotel managers and 98 short-term rental operators, assessing preparedness, response, and recovery measures. A systematic review and meta-analysis of 36 academic articles identified 14 crisis management frameworks, revealing limitations in addressing prolonged health crises. Existing frameworks lacked integration with public health, real-time communication, and learning mechanisms. Findings revealed Lisbon’s limited preparedness and an initially reactive response. Nonetheless, the crisis triggered significant transformations - digitalization, operational restructuring, health protocol implementation, and increased focus on sustainability. Visit Portugal’s strategic communication effectively followed SCCT principles. Organizational learning emphasized the need for greater collaboration between tourism and health sectors. The study proposes a five-phase, non-linear framework: prevention, prodromal, emergency, long-term recovery, and resolution and learning. It introduces flexibility mechanisms, integrates public health perspectives, and defines stakeholder roles - offering a practical and theoretical tool for future health-related crisis resilience.
This doctoral research developed a conceptual framework for crisis management in tourism destinations, with a specific focus on health-related crises. The COVID-19 pandemic exposed the tourism industry's vulnerability to health emergencies, revealing critical gaps in preparedness, response, and recovery. To address these challenges, the research presents a framework tailored to the evolving needs of contemporary tourism destinations. Using Lisbon as a case study, the research aimed to: assess stakeholder preparedness prior to COVID-19; analyse the pandemic’s impacts on the destination; examine emergency responses; and explore long-term recovery strategies. It also analysed Visit Portugal’s crisis communication strategy and its role in safeguarding destination´s image. Lessons learned from the crisis were identified to strengthen resilience to future health threats. A mixed-methods, longitudinal case study design was employed. Qualitative data were collected through two rounds of semi-interviews with 9 key tourism stakeholders, alongside content analysis of Visit Portugal’s Facebook communication. Quantitative data were gathered via surveys administered to 21 hotel managers and 98 short-term rental operators, assessing preparedness, response, and recovery measures. A systematic review and meta-analysis of 36 academic articles identified 14 crisis management frameworks, revealing limitations in addressing prolonged health crises. Existing frameworks lacked integration with public health, real-time communication, and learning mechanisms. Findings revealed Lisbon’s limited preparedness and an initially reactive response. Nonetheless, the crisis triggered significant transformations - digitalization, operational restructuring, health protocol implementation, and increased focus on sustainability. Visit Portugal’s strategic communication effectively followed SCCT principles. Organizational learning emphasized the need for greater collaboration between tourism and health sectors. The study proposes a five-phase, non-linear framework: prevention, prodromal, emergency, long-term recovery, and resolution and learning. It introduces flexibility mechanisms, integrates public health perspectives, and defines stakeholder roles - offering a practical and theoretical tool for future health-related crisis resilience.
Descrição
Tese de doutoramento em Turismo, Universidade de Lisboa, Instituto de Geografia e Ordenamento do Território, 2025.
Palavras-chave
crisis management health-related crisis tourism destination COVID-19 Framework gestão de crise crise de saúde publica destino turístico COVID-19 modelo