engleski

Crisis Communication Management in Croatian Railways Regarding Tourist Development in Croatia

The tourist capacities and their development cannot be considered without an approach in terms of traffic. The development of tourism should be planned in connection with the possibilities and other capacities of the economy, as everything must be synchronized and coordinated. Being the national carrier, the Croatian Railways (HŽ – Hrvatske željeznice) plays a special role in the traffic connections of the European countries and the continental parts of Croatia with the tourist destinations at the Adriatic Sea, especially during the tourist season. During that period, the HŽ services as well as the quality of their relation with the public are observed with special care and attention by the national and foreign passengers and tourists. This is precisely the period during which there is an increased need for crisis communication, mostly due to accidents, delays caused by technical problems and threats by fires along the railway lines. Thanks to the good quality of the installed crisis communication, Hrvatske željeznice can use such crises to strengthen the image of the corporation, and also to contribute to the development of tourism in Croatia. This paper presents the influence of the crisis communication on the quality improvement of the railway traffic and the tourist service in general in Croatia, and the possibilities of further improvement.

Crisis Communication Management; Railways; Tourist Development

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