Knowledge Management: The Missing Link in DMO Crisis Management?

Tourism, Vol. 14, No. 4, pp. 337-354, 2011

19 Pages Posted: 20 Aug 2012

See all articles by Deborah Ann Blackman

Deborah Ann Blackman

University of New South Wales (UNSW); University of Canberra

Monica Kennedy

University of Canberra

Brent Ritchie

University of Queensland

Date Written: August 19, 2012

Abstract

Despite some recognition of the role of destination marketing organisations (DMOs) in crisis management, limited attention has focused on the role of DMOs in crisis events, and in particular their role in managing knowledge across diverse stakeholder groups and domains. This theoretical paper attempts to address this deficiency by synthesizing knowledge management and tourism crisis management literature, to outline the potential role of DMOs in managing knowledge across boundaries during crises. Carlile's [(2004). Transferring, translating, and transforming: An integrative framework for managing knowledge across boundaries. Organization Science, 15(5), 555–568] work on boundary spanning is used to consider potential organizational and management issues for DMOs dealing with crisis events and how they should be managed. This paper argues that because of the role and nature of DMOs, they should play an important role as knowledge spanners/brokers to transfer, translate and transform knowledge to stakeholders. The paper concludes with future research avenues related to knowledge management, DMOs and crises.

Keywords: boundary spanning, knowledge management, crisis, tourism, DMO

JEL Classification: M10

Suggested Citation

Blackman, Deborah Ann and Kennedy, Monica and Ritchie, Brent, Knowledge Management: The Missing Link in DMO Crisis Management? (August 19, 2012). Tourism, Vol. 14, No. 4, pp. 337-354, 2011, Available at SSRN: https://ssrn.com/abstract=2132189

Deborah Ann Blackman (Contact Author)

University of New South Wales (UNSW) ( email )

Kensington
High St
Sydney, NSW 2052
Australia

University of Canberra ( email )

Canberra, ACT 2601
Australia

Monica Kennedy

University of Canberra ( email )

Canberra, Australian Capital Territory 2601
Australia

Brent Ritchie

University of Queensland ( email )

St Lucia
Brisbane, Queensland 4072
Australia

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