Hotel employee resilience during a crisis: conceptual and scale development

Jiangchi Zhang, Chaowu Xie, Alastair M. Morrison and Zhibin Lin

Current Issues in Tourism, 2024, vol. 27, issue 8, 1281-1298

Abstract: This research aims to address the lack of research on hotel employee resilience during a crisis (HERC) and the absence of a measurement scale to assess it. A mixed-method approach was used to conceptualize HERC, identify its dimensions, and build a measurement scale. In Study 1, an online survey of 69 employees from upscale hotels was conducted, revealing a five-factor HERC model comprising resistance, adaptability, cooperation, restoration, and thriving. Study 2 developed preliminary measurement items for HERC, which were refined through exploratory factor analysis (EFA). Study 3 conducted another round of surveys and used a confirmatory factor analysis (CFA) to verify the factors generated from the second study. This research provides a comprehensive five-factor model of employee resilience during a crisis and a corresponding measurement scale, offering a theoretical foundation for hotel managers to develop effective strategies to manage crises.

Date: 2024
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DOI: 10.1080/13683500.2023.2203854

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