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Abstract

The terrorist attacks in Nairobi Kenya have been widely disseminated by the world media, thus, affecting the long-term interests of stakeholders. The tourism industry is made up of a vast number of these stakeholders, with the operating sector alone including the accommodation, tourism services, transportation, entertainment, food services, adventure and outdoor recreation, attractions, meetings, incentive, conventions, and exhibitions (MICE), and travel trade sectors. Within each operating sector, there is also a variety of different stakeholders in various segments and organisations. The purpose of this manuscript is to examine tourism crisis communications surrounding the Westgate Shopping Mall attacks in Kenya. The main research question which guided this study was: did tourism communications surrounding the Westgate Shopping Mall attacks follow best practices for tourism crisis communications? Accordingly, this paper used participant observation to highlight communications surrounding the attacks from the perspective of a conference planner and a conference attendee.

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