Crisis concierge: The role of the DMO in visitor incident assistance

Lori Pennington-Gray, Ashley Schroeder

Research output: Contribution to journalArticlepeer-review

6 Scopus citations


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.

Original languageEnglish (US)
Pages (from-to)381-383
Number of pages3
JournalJournal of Destination Marketing and Management
StatePublished - Sep 2018

All Science Journal Classification (ASJC) codes

  • Business and International Management
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management
  • Marketing


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