Adopting the best dispute resolution method

in the Travel and Hospitality industry using Multi-Attribute Decision Making Models



By Laura Bierling

SKEMA Business School

Paris, France




Travel and Hospitality industry faces regular disputes between the different stakeholders and at different levels. This paper reviews the different dispute resolution methods in the Travel and Hospitality Industry. After a brief description of each alternative to dispute resolution, those alternatives are compared to each other regarding chosen criteria. Those seven criteria are weighted according to their level of importance for dispute resolution. This analysis using the Multi-Attribute Decision-Making method allows us to conclude that Negotiation is the best dispute resolution method in the Travel and Hospitality Industry. On the other hand, this paper also shows the worst dispute resolution in this kind of industry.  Between the best and the worst one, other important alternatives need however to be considered when discussing the dispute resolution method which is going to be used. It is hoped that this paper will provide useful advice for The Travel and Hospitality Industry to help them resolve the dispute in the most effective and efficient way.

Keywords: Dispute resolution, tourism, travel industry, tourism industry, ADR (Alternative Dispute Resolutions)


“The Travel and Tourism represents 10,4% of the Global Gross Domestic Product (GDP) in 2018.”[1] It is, therefore, an important sector whose proliferation and successful completion of projects must be encouraged. The smooth running of a project depends on the respect of the rules and clauses established by the two signatories of the contract. However, sometimes internal or external elements can disrupt the project and conflicts between project stakeholders can arise. The Travel and Hospitality industry regularly face disputes which can arise at any stage of the project, and that can often have a strong negative impact on one or both parties to the conflict and thus, on the project. These disputes are not diminishing, especially because of the development of online travel agencies (OTA’s) and all travel meta-search. Indeed, these new entrants in the tourism industry encourage the multiplication of conflicts between the different partners.

Now, let’s consider different definitions linked to Project and Program Management in order to better understand the link with the Travel and Hospitality industry.


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Editor’s note: Student papers are authored by graduate or undergraduate students based on coursework at accredited universities or training programs.  This paper was prepared as a deliverable for the course “International Contract Management” facilitated by Dr Paul D. Giammalvo of PT Mitratata Citragraha, Jakarta, Indonesia as an Adjunct Professor under contract to SKEMA Business School for the program Master of Science in Project and Programme Management and Business Development.  http://www.skema.edu/programmes/masters-of-science. For more information on this global program (Lille and Paris in France; Belo Horizonte in Brazil), contact Dr Paul Gardiner, Global Programme Director paul.gardiner@skema.edu.

How to cite this paper: Bierling, L. (2019). Adopting the best dispute resolution method in the Travel and Hospitality industry using Multi-Attribute Decision Making Models, PM World Journal, Vol. VIII, Issue III (April).  Available online at https://pmworldlibrary.net/wp-content/uploads/2019/03/pmwj80-Apr2019-Bierling-adopting-best-dispute-resolution-method-in-travel-industry.pdf



About the Author

Laura Bierling

Paris, France




Laura Bierling is currently an MSc student in Project and Program Development and Business Development in SKEMA Business School, Paris, France. She started her academic career with a double bachelor’s degree in History and Political Science at Paris 1 Panthéon Sorbonne University. Then she did a MSc in International Communication and Development at City University of London. As a graduate she gained knowledge about very diverse domains, such as communication, marketing, law and public relations.

She has worked in a French newspaper as a communication manager and in an Online Travel Agency as a marketing and media partnerships manager, which provided her with greater skills and knowledge about leadership, teamwork, problem-solving, communication, work ethic and management.

By studying Project and Program Development and Business Development in SKEMA Business School she is looking to develop her management and leadership skills and become a Project Manager in the Travel and Hospitality Industry.

Laura lives in Paris, France and can be contacted at bierlinglaura@gmail.com


[1] World Travel and Tourism Council. (2018). Travel and Tourism Economic Impact 2018 World. Retrieved from https://www.wttc.org/-/media/files/reports/economic-impact-research/regions-2018/world2018.pdf