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The learning model of crisis management: the COVID-19 case in the hospitality industry

The learning model of crisis management: the COVID-19 case in the hospitality industry This study aims to explore the underlying mechanisms that support the resilience of the Chinese hospitality industry during and after the COVID-19 epidemic.Design/methodology/approachContent analysis was applied to 133 manually collected text articles about COVID-19 responses and strategies.FindingsA two-step learning model (emergency reaction, precautions and prevention stages) was identified in the study. In the emergency reaction step, the primary strategies were related to customers, employees, suppliers and facility/food. In the precautions and prevention step, the strategies were related to customers, employees, suppliers and society/public relations. Multiple stakeholders are discussed in the two circles over a continual process in the learning, reacting and adapting stages.Originality/valueA gap in the literature is filled by this study, providing a learning model and synthesizing various strategies applied in the hotel sector for multiple stakeholders. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Consumer Behavior in Tourism and Hospitality Emerald Publishing

The learning model of crisis management: the COVID-19 case in the hospitality industry

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2752-6666
eISSN
2752-6674
DOI
10.1108/cbth-11-2021-0261
Publisher site
See Article on Publisher Site

Abstract

This study aims to explore the underlying mechanisms that support the resilience of the Chinese hospitality industry during and after the COVID-19 epidemic.Design/methodology/approachContent analysis was applied to 133 manually collected text articles about COVID-19 responses and strategies.FindingsA two-step learning model (emergency reaction, precautions and prevention stages) was identified in the study. In the emergency reaction step, the primary strategies were related to customers, employees, suppliers and facility/food. In the precautions and prevention step, the strategies were related to customers, employees, suppliers and society/public relations. Multiple stakeholders are discussed in the two circles over a continual process in the learning, reacting and adapting stages.Originality/valueA gap in the literature is filled by this study, providing a learning model and synthesizing various strategies applied in the hotel sector for multiple stakeholders.

Journal

Consumer Behavior in Tourism and Hospitality – Emerald Publishing

Published: Nov 17, 2022

Keywords: COVID-19; Crisis management; Hospitality industry; Learning model; Stakeholders

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