Learn from the past and prepare for the future: A critical assessment of crisis management research in hospitality

Given the substantial impact of crisis on the hospitality industry, crisis and crisis management have drawn attention from scholars. While each study makes a significant contribution to the existing knowledge of crisis management in hospitality, the fragmented perspective of each study makes it difficult to identify the key findings and unsolved problems. This paper presents a synthesis and critical assessment of state-of-the-art crisis management research in hospitality. It categorizes articles based on a three-stage framework covering pre-crisis planning, mid-crisis management, and post-crisis recovery. Two main perspectives in the literature are identified: one from hospitality service providers and one from stakeholders. Core research topics and concepts in each stage and perspective are reviewed. In addition, this paper proposes four major directions for future research: crisis management from stakeholders’ perspectives, integrative research, causal and behavioral research, and theoretical enhancement. It discusses the theoretical and practical implications of this study.     

Crisis leadership in economic recession: A three-barrier approach to offset external constraints

An economic recession is a type of crisis originated from external factors that may imperil an organization’s survival depending on the intensity and duration of the crisis. In peripheral European countries, such as Portugal, the recent financial crisis had devastating effects on various business activities. As a result, Portugal represents an important case study in examining how some corporate leaders have handled the economic recession successfully. I interviewed 20 corporate managers to capture their perceptions of the leadership traits and behaviors exhibited by their CEOs in guiding their companies through the recession. In economic recessions, negative constraints do not affect the most effective leaders, who instead erect barriers against the high-pressure conditions to create a supportive, positive work environment. In order to achieve maximum effectiveness, leaders must act as blocking agents against the negative social impacts of the economic crisis, including the fragility of trust in organizational life (i.e., a barrier against distrust), uncertainty of the future (i.e., a barrier against uncertainty), and toxic emotions (i.e., a barrier against toxic emotions).     

Do not say a word! Conceptualizing employee silence in a long-term crisis context

Abstract

Although research has emphasized the organizational and individual factors that influence employee voice and silence at work, it is less known how employee voice/silence is affected by the economic context, particularly when this context is one of intensive and long-term economic crisis in a country with weak institutional bases. In this study, we explore how employee silence is formulated in long-term turbulent economic environments and in more vulnerable organizational settings like those of small enterprises. The study draws on qualitative data gathered from 63 interviews with employees in a total of 48 small enterprises in Greece in two periods of time (2009 and 2015). This study suggests a new type of employee silence, social empathy silence, and offers a conceptual framework for understanding the development of silence over time in particular contexts of long-term turbulence and crisis.     

The Books of Crisis and Tooke–Newmarch excerpts: a new aspect of Marx's crisis theory in MEGA

Abstract

The paper explores a new aspect of the development of the Books of Crisis: the fact that Marx’s empirical research on the 1857 crisis in these notebooks was undertaken as the direct continuation of his study of Thomas Tooke and William Newmarch's A History of Prices. Our investigation will provide clues to better understand the structure and contents of the documents. Particularly, we provide new evidence for why Marx started his research on the 1857 crisis with the French economy, which managed to steer clear of the crisis, rather than with England, which was already acutely affected by it.     

How Have Restaurant Firms Responded to Food Safety Crises? Evidence From Media Coverage

Media communication has become a crucial part of crisis communications due to the rapid dissemination of information along with its immense impact on consumers and other stakeholders. Based on a structured content analysis of electronic media reports on restaurant-associated food safety crises from 1993 to 2015, this study examined media reporting patterns focusing on three elements: instructing information, crisis response strategies, and stakeholders. This study also identified the effect of situational factors (severity of risk and crisis type) on the media reporting patterns using Chi-square tests. The results indicated that restaurant firms were more likely to use proactive than passive response strategies, and identified primary stakeholders during a food safety crisis such as regulatory agencies, victims, and customers. Finally, two situational factors were found to influence the pattern of media reporting. The media reporting patterns were found to vary by risk severity and crisis type.     

欧债危机救助的经验与反思

本文基于欧债危机救助经验,总结出应对债务危机的三大类十条教训。第一类是可以被吸取而且正在被实施的教训,包括资产负债表、监管和灵活汇率的重要性。第二类是一度被吸取,但随着经济周期和资产价格的改善又很快被忘却的教训,包括杠杆的顺周期性、监管自身的周期性和市场的自满情绪。第三类是一直在尝试吸取但始终是挑战的教训,包括和民众沟通,打破利益集团阻挠,推动结构性改革和预防下一个危机。这十条教训也为中国预防和应对危机提供借鉴。     

Guilty by association: The risk of crisis contagion

Crisis contagion, or how a crisis spreads from one company to another, has received very little attention from researchers. This is surprising as the negative consequences of crisis contagion can be significant when customers make assumptions of guilt by association. This article focuses on this important issue and describes four risk factors—country of origin, industry, organizational type, and positioning strategy—that increase the likelihood of crisis contagion. Valuable guidance is also provided on whether a company should issue a denial or remain silent if it faces the risk of crisis contagion.     

Job reallocation in Korean manufacturing: 1984–2014

This paper investigates the patterns of job reallocation in Korean manufacturing during the period 1984–2014. Utilizing establishment-level data from the Mining and Manufacturing Survey, we construct job flow measures and document the trend of job reallocation and test its efficiency. We first find that the pace of job reallocation has diminished since the Asian Financial Crisis. Although jobs were reallocated from less productive to more productive establishments overall, we find that the productivity-enhancing effect has also diminished over time. Although recessions are known to be periods of intense reallocation and restructuring, job reallocation was not particularly more efficient during recessions in Korea. It even decreased during the Great Recession of 2008 because the exit probability of low-TFP establishments was reduced.     

The repercussions and challenges of COVID-19 in the hotel industry: Potential strategies from a case study of Indonesia

The COVID-19 pandemic has hit the tourism and hospitality sector hard. Hotel managers face uncertainty in this environment in order to survive. This study explores the impact of COVID-19 on the hospitality industry, particularly hotels in Indonesia, one of the largest developing countries. It examines the challenges faced by hotel managers and the strategies used to survive. Through the lens of complexity theory, we discuss whether the strategies being deployed are beneficial, redundant, or detrimental for hospitality businesses. Based on semi-structured interviews with 13 hotel managers in Jakarta, Bandung, and Bali, the findings shed light on the various challenges to hotels. We also highlight which challenges could turn into opportunities. The findings show that the strategies that managers are deploying could be detrimental in the future. Potential future research directions are also discussed.     

Application of social media analytics in tourism crisis communication

Given the newly established communication environment of social media and highly unpredictable crisis situations, this study questioned how tourists facing an unexpected crisis situation use social media to communicate and search for information. To this end, this study developed a multi-phased social media analytic framework (data crawling, data processing and text mining, social network analysis, semantic network analysis, and network visualization) to assess the structure of information exchanges between the members of a tourism organization’s social network community and identified influential actors and information content within the social network. This study’s findings suggest genuine ways of relating with and utilizing opinion leaders and influencers in social media marketing communication as well as crisis communication. The authors expect this proposed methodological framework of social media analytics to help other scholars scientifically identify and implement the proper methodologies for utilizing social media data.