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The tourism industry is one of the most susceptible and vulnerable to crisis. Yet the industry is poorly prepared - it is generally unable to anticipate and manage crises effectively. The evidence suggests that the number of crises within the industry, and the scale and magnitude of such crises, is on the increase. Gui Santana's work presents a comprehensive and detailed treatment of crisis management for the tourism and hospitality industries. Each chapter focuses on a key issue of understanding and managing crises, and the author includes a range of case studies. The models presented are suitable for both large and small organizations, both public and private.