Integrating Chaotic Perspective and Behavioral Learning Theory into a Global Pandemic Crisis Management Framework for Hotel Service Providers

Dung Le (), Giang T. Phi () and Truc H. Le ()
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Dung Le: College of Business and Management, VinUniversity, Hanoi, Vietnam 008404
Giang T. Phi: College of Business and Management, VinUniversity, Hanoi, Vietnam 008404
Truc H. Le: Department of Tourism, Hospitality and Sport Management, Griffith University, Queensland 4111, Australia

Service Science, 2021, vol. 13, issue 4, 275-293

Abstract: Hotel service providers are among the most affected by the evolving Covid-19 pandemic. Although the consequences of the pandemic on hotel operations have been widely examined, the question of how hotel businesses can revive, innovate, and transform in order to survive and recover remains vastly under-researched. This study aims to provide insights on this important topic by analyzing 312 news articles between December 1, 2019, and March 1, 2021, published by global news media, which report hotels’ strategies and tactics to deal with the pandemic. Grounded on chaos theory, behavioral learning theory, and an integrated crisis management model, a global pandemic crisis management framework is developed. Practically, the paper reveals best practices applied by hoteliers to deal with the pandemic (e.g., service transformation, smart marketing, strategic collaboration/alliance, mergers and acquisitions, and digitalization) and suggests ways for hotel services providers to adapt to the “new travel” age.

Keywords: Covid-19; hotel services; Leximancer; news media; service innovation; pandemic crisis management; chaos theory (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:13:y:2021:i:4:p:275-293

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