2019
DOI: 10.1177/1467358419857779
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Learning from past crises: Evaluating hotels’ online crisis responses to health crises

Abstract: Organizational learning is an important function of tourism crisis management. By examining and evaluating hotels’ responses to the 2010 bed bug crisis on social media, the purpose of this study was to provide insights into how to establish effective crisis responses. Situational crisis communication theory was used as the theoretical framework and a total of 136 management responses were included in the sample. Content analysis and co-occurrence analysis were conducted. The results revealed a learnin… Show more

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Cited by 15 publications
(18 citation statements)
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References 20 publications
(35 reference statements)
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“…age and nationality) and individual trip-related characteristics (e.g. visit purpose and frequency of travel) ( George, 2010 ; Jalilvand & Samiei, 2012 ), past experiences ( Schroeder, Pennington-Gray, Donohoe, & Kiousis, 2013 ), marketing communications ( Lepp et al, 2011 ; Liu-Lastres et al, 2020 ), media effects ( Kapuściński & Richards, 2016 ; Rashid & Robinson, 2010 ), mega-events, such as the FIFA World Cup) ( Lepp & Gibson, 2011 ) or Olympic Games ( Schroeder, Pennington-Gray, Donohoe, & Kiousis, 2013 ), as well as the destination risk management measures ( Toohey et al, 2003 ). Different directions of research or research findings were noted.…”
Section: Resultsmentioning
confidence: 99%
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“…age and nationality) and individual trip-related characteristics (e.g. visit purpose and frequency of travel) ( George, 2010 ; Jalilvand & Samiei, 2012 ), past experiences ( Schroeder, Pennington-Gray, Donohoe, & Kiousis, 2013 ), marketing communications ( Lepp et al, 2011 ; Liu-Lastres et al, 2020 ), media effects ( Kapuściński & Richards, 2016 ; Rashid & Robinson, 2010 ), mega-events, such as the FIFA World Cup) ( Lepp & Gibson, 2011 ) or Olympic Games ( Schroeder, Pennington-Gray, Donohoe, & Kiousis, 2013 ), as well as the destination risk management measures ( Toohey et al, 2003 ). Different directions of research or research findings were noted.…”
Section: Resultsmentioning
confidence: 99%
“…Risk perceptions were also found to negatively impact various constructs. However, the dependent variables were overwhelmingly concentrated on destination image ( Chew & Jahari, 2014 ; Lepp et al, 2011 ; Liu-Lastres et al, 2020 ; Sohn & Yoon, 2016 ) and revisit intention ( Chew & Jahari, 2014 ; George, 2010 ; Zhang, Xie, et al, 2020 ). Other outcomes of risk perception, such as tourist hesitation ( Wong & Yeh, 2009 ), destination attitude ( Zhang, Hou, & Li, 2020 ), satisfaction and trust ( Wu et al, 2019 ), emotion ( Yüksel & Yüksel, 2007 ), recommendation to others ( George, 2010 ), decision-making process ( Taher et al, 2015 ) and travel behaviour modification ( Thapa et al, 2013 ), were also investigated.…”
Section: Resultsmentioning
confidence: 99%
“…Past experiences show that, more often than not, travel will recommence once enough time has passed from a crisis episode for tourists to forget about it ( Farmaki, 2021 ). Nevertheless, implementing successful strategies and actions are complex, due to the nature of the tourist sector, political, social, cultural and economic contexts of locations as well as the unique characteristics and durations of each crisis ( Liu-Lastres et al, 2020 ; Speakman and Sharpley, 2012 ). For these authors crisis management must ensure the safety of tourists, workers, and the local community while encouraging the rebuilding of the sector.…”
Section: Conceptual Backgroundmentioning
confidence: 99%
“…Previous research into the response to tourism crises has primarily focused on efforts from sectors, the whole industry, and local and national governments (Ritchie and Jiang, 2019). While tourism firms need to effectively address the uncertainties and potential opportunities associated with crises and pandemics (Hall et al, 2020;Liu-Lastres et al, 2020), scant research attention has been paid to examining their specific strategic responses, more particularly in the case of a pandemic. Notably, some tourism firms lack initiatives and support in formulating strategic plans or activities for dealing with crisis events (Hystad and Keller, 2008;Okumus and Karamustafa, 2005).…”
Section: Introductionmentioning
confidence: 99%