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

Abstract

Purpose

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/approach

Content analysis was applied to 133 manually collected text articles about COVID-19 responses and strategies.

Findings

A 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/value

A 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.

Citation

Li, B., Zhang, T., Chen, Y. and Hua, N. (2022), "The learning model of crisis management: the COVID-19 case in the hospitality industry", Consumer Behavior in Tourism and Hospitality, Vol. 17 No. 4, pp. 468-490. https://doi.org/10.1108/CBTH-11-2021-0261