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Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19)

Year 2022, Volume , Issue , 0 - 0, 06.01.2022
https://doi.org/10.30519/ahtr.951594

Abstract

The aim of this research is to determine the crisis management strategies that city hotel managers applied during the Covid-19 pandemic period. The data for the research were collected from the managers in Eskişehir, which is popular with city tourism. Findings may contribute to the literature by offering crisis management strategies that can be guiding for managers of other city hotels. Semi-structured interview questions as a part of qualitative method were used to collect the data. The interviews were held with 13 hotel managers between 25th September and 21th October 2020. Thematic analysis was used and three main themes and nine sub-themes were revealed. The findings showed that hotel managers felt the negative effects of the crisis in the hotels where they worked. Despite the fact that hotel managers were caught unprepared for the coronavirus (Covid-19) crisis, they managed to control the crisis process well with their knowledge, skills and experience. Managers adopted a reactive approach since there was no similar crisis situation before and made the necessary efforts to overcome the crisis. Suggestions were presented to researchers for future studies on the subject and to practitioners in the tourism sector on the development of crisis management strategies

References

  • Anderson, B. A. (2006). Crisis management in the Australian tourism industry: Preparedness, personnel and postscript. Tourism Management, 27(6), 1290–1297.
  • Asunakutlu, T., Safran , B., & Tosun, E. (2003). Kriz yönetimi üzerine bir araştırma. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(1), 141-163.
  • Bai, H. M. (2020). The socio-economic implications of the coronavirus pandemic (COVID-19): A review. ComFin Research, 8(4), 8-17.
  • Baum, T., & Hai, N. T. (2020). Hospitality, tourism, human rights and the impact of COVID-19. International Journal of Contemporary Hospitality Management, 32(7), 1-13.
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77-101.
  • Bulgan, G., & Aktel, M. (2017). Antalyada'ki beş yıldızlı otel işletmelerinde kriz yönetimine yönelik bir araştırma. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 18(2), 205-232.
  • Creswell, J. W. (2020). Nitel araştırma yöntemleri: Beş yaklaşıma göre nitel araştırma ve araştırma deseni. In M. Bütün & S. B. Demir (Ed.), Ankara: Siyasal Kitabevi.
  • Čorak, S., Boranić Živoder, S., & Marušić, Z. (2020). Opportunities for tourism recovery and development during and after COVID-19: Views of tourism scholars versus tourism practitioners. Tourism: An International Interdisciplinary Journal, 68(4), 434-449.
  • Çoban, S., Çoban, E., & Yetgin, D. (2019). Şehir turizminde faaliyet gösteren otellere yönelik e-yorumların incelenmesi: Eskişehir İli Örneği. Türk Turizm Araştırmaları Dergisi, 3(3), 542-558.
  • Demirtaş, H. (2000). Kriz yönetimi. Kuram ve uygulamada eğitim yönetimi, 23(23), 353-373.
  • Eskişehir Provincial Directorate of Culture and Tourism. (2021). Eskişehir: Genel Bilgiler. Retrieved November 8, 2021, from https://eskisehir.ktb.gov.tr/TR-149863/genel-bilgiler.html
  • Everingham, P., & Chassagne, N. (2020). Post COVID-19 ecological and social reset: Moving away from capitalist growth models towards tourism as Buen Vivir. Tourism Geographies, 22(3), 555-566.
  • Fotiadis, A., Polyzos, S., & Huan, T.-C. T. (2021). The good, the bad and the ugly on COVID-19 tourism recovery. Annals of Tourism Research, 87, 1-14.
  • Fu, Y.-K. (2020). The impact and recovering strategies of the COVID-19 pandemic: Lessons from Taiwan’s hospitality industry. Cogent Social Sciences, 6(1), 1-12.
  • Glaesser, D. (2005). Turizm sektöründe kriz yönetimi. A. Ahıska (Çev.), İstanbul: Set-systems.
  • Göral, R. (2014). Turizm işletmelerinde stratejik yönetim. Ankara: Detay Yayıncılık.
  • Gössling, S., Scott, D., & Hall, M. (2021). Pandemics, tourism and global change: a rapid assessment of COVID-19. Journal of Sustainable Tourism, 29(1), 1-20.
  • Higgins-Desbiolles, F. (2020). Socialising tourism for social and ecological justice after COVID-19. Tourism Geographies, 22(3), 610-623.
  • Israeli, A. A., Mohsin, A., & Kumar, B. (2011). Hospitality crisis management practices: The case of Indian luxury hotels. International Journal of Hospitality Management, 30(2), 367-374.
  • İpçioğlu, İ. (Ed.) (2013). Kriz öncesi yapılacak çalışmalar. Eskişehir: Anadolu Üniversitesi Açıköğretim Fakültesi Yayını.
  • Jin, X., Bao, J., & Tang, C. (2021). Profiling and evaluating Chinese consumers regarding post-COVID-19 travel. Current Issues in Tourism, 1-19. https://doi.org/10.1080/13683500.2021.1874313
  • Kılıçdere, S. (2017). Seyahat acentalarında kriz yönetimi kapsamında 2016 turizm sezonunun değerlendirilmesi. Unpublished master thesis, University of Adnan Menderes, Aydın, Turkey.
  • Kirk, J., & Miller, M. L. (1986). Reability and validity in qualitative research. Beverly Hills: CA: Sage.
  • Kozak, M. (2014). Bilimsel araştırma: Tasarım, yazım ve yayım teknikleri. Ankara: Detay Yayıncılık.
  • Lai, I., & Wong, J. (2020). Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19. International Journal of Contemporary Hospitality Management, 32(10), 3135-3156.
  • McMillan, J. H. (2000). Educational research: Fundamentals for consumer. New York: Longman.
  • Pavlatos, O., Kostakis, H., & Digkas, D. (2021). Crisis management in the Greek hotel industry in response to COVID-19 pandemic. Anatolia, 32(1), 80-92.
  • Salem, I., Elkhwesky, Z., & Ramkissoon, H. (2021). A content analysis for government’s and hotels’ response to COVID-19 pandemic in Egypt. Tourism and Hospitality Research, 1-18. https://doi.org/10.1177/14673584211002614
  • Seçilmiş, C., & Sarı, Y. (2010). Kriz dönemlerinde konaklama işletmelerinin kriz yönetimi uygulamaları üzerine bir araştırma. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimlere Fakültesi Dergisi, 15(1), 501-520.
  • Smart, K., Ma, E., Qu, H., & Ding, L. (2021). COVID-19 impacts, coping strategies, and management reflection: A lodging industry case. International Journal of Hospitality Management, 94, 1-14.
  • TR Ministry of Health. (2020). COVID-19 bilgilendirme sayfası. Retrieved November 3, 2020, from https://covid19.saglik.gov.tr/TR-66300/covid-19-nedir-.html
  • TR Ministry of Health, General Directorate of Public Health. (2020). COVİD-19 pandemisi süresince uluslararası sağlık turizmi kapsamında ülkemize gelecek hasta ve hasta yakınları hakkındaki tedbirler. Retrieved October 25, 2020, from https://shgmhastahakdb.saglik.gov.tr/TR,65600/covid-19-pandemisi-suresince-uluslararasi-saglik-turizmi-kapsaminda-ulkemize-gelecek-hasta-ve-hasta-yakinlari-hakkindaki-tedbirler.html
  • Tutar, H., & Erdem, A. T. (2020). Örnekleriyle bilimsel araştırma yöntemleri ve SPSS uygulamaları. Ankara: Seçkin Yayıncılık.
  • Turkey Tourism Promotion and Development Agency. (2020). Güvenli Turizm Sertifikasyon Kriterleri. Retrieved November 21, 2020, from https://www.tga.gov.tr/guvenli-turizm-programi-belgelendirme-kriterleri
  • UNWTO. (2020). Tourism Restarts: 40% Of Destinations Have Now Eased Travel Restrictions Retrieved November 15, 2020, from https://www.unwto.org/news/tourism-restarts-40-per-cent-of-destinations-have-now-eased-travel-restrictions
  • UNWTO, World Tourism Barometer. (2020a). International travel plunges 70% in the first eight months of 2020. Retrieved November 18, 2020, from https://www.e-unwto.org/doi/epdf/10.18111/wtobarometereng.2020.18.1.6
  • UNWTO, World Tourism Barometer. (2020b). International tourism faces deepest crisis in history. Retrieved November 18, 2020, from https://www.e-unwto.org/doi/epdf/10.18111/wtobarometereng.2020.18.1.2
  • Vaishar, A., & Šťastná, M. (2020). Impact of the COVID-19 pandemic on rural tourism in Czechia Preliminary considerations. Current Issues in Tourism, 1-5. https://doi.org/10.1080/13683500.2020.1839027
  • Yacoub, L., & ElHajjar, S. (2021). How do hotels in developing countries manage the impact of COVID-19? The case of Lebanese hotels. International Journal of Contemporary Hospitality Management, 33(3), 329-348.

Year 2022, Volume , Issue , 0 - 0, 06.01.2022
https://doi.org/10.30519/ahtr.951594

Abstract

References

  • Anderson, B. A. (2006). Crisis management in the Australian tourism industry: Preparedness, personnel and postscript. Tourism Management, 27(6), 1290–1297.
  • Asunakutlu, T., Safran , B., & Tosun, E. (2003). Kriz yönetimi üzerine bir araştırma. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(1), 141-163.
  • Bai, H. M. (2020). The socio-economic implications of the coronavirus pandemic (COVID-19): A review. ComFin Research, 8(4), 8-17.
  • Baum, T., & Hai, N. T. (2020). Hospitality, tourism, human rights and the impact of COVID-19. International Journal of Contemporary Hospitality Management, 32(7), 1-13.
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77-101.
  • Bulgan, G., & Aktel, M. (2017). Antalyada'ki beş yıldızlı otel işletmelerinde kriz yönetimine yönelik bir araştırma. Dokuz Eylül Üniversitesi İşletme Fakültesi Dergisi, 18(2), 205-232.
  • Creswell, J. W. (2020). Nitel araştırma yöntemleri: Beş yaklaşıma göre nitel araştırma ve araştırma deseni. In M. Bütün & S. B. Demir (Ed.), Ankara: Siyasal Kitabevi.
  • Čorak, S., Boranić Živoder, S., & Marušić, Z. (2020). Opportunities for tourism recovery and development during and after COVID-19: Views of tourism scholars versus tourism practitioners. Tourism: An International Interdisciplinary Journal, 68(4), 434-449.
  • Çoban, S., Çoban, E., & Yetgin, D. (2019). Şehir turizminde faaliyet gösteren otellere yönelik e-yorumların incelenmesi: Eskişehir İli Örneği. Türk Turizm Araştırmaları Dergisi, 3(3), 542-558.
  • Demirtaş, H. (2000). Kriz yönetimi. Kuram ve uygulamada eğitim yönetimi, 23(23), 353-373.
  • Eskişehir Provincial Directorate of Culture and Tourism. (2021). Eskişehir: Genel Bilgiler. Retrieved November 8, 2021, from https://eskisehir.ktb.gov.tr/TR-149863/genel-bilgiler.html
  • Everingham, P., & Chassagne, N. (2020). Post COVID-19 ecological and social reset: Moving away from capitalist growth models towards tourism as Buen Vivir. Tourism Geographies, 22(3), 555-566.
  • Fotiadis, A., Polyzos, S., & Huan, T.-C. T. (2021). The good, the bad and the ugly on COVID-19 tourism recovery. Annals of Tourism Research, 87, 1-14.
  • Fu, Y.-K. (2020). The impact and recovering strategies of the COVID-19 pandemic: Lessons from Taiwan’s hospitality industry. Cogent Social Sciences, 6(1), 1-12.
  • Glaesser, D. (2005). Turizm sektöründe kriz yönetimi. A. Ahıska (Çev.), İstanbul: Set-systems.
  • Göral, R. (2014). Turizm işletmelerinde stratejik yönetim. Ankara: Detay Yayıncılık.
  • Gössling, S., Scott, D., & Hall, M. (2021). Pandemics, tourism and global change: a rapid assessment of COVID-19. Journal of Sustainable Tourism, 29(1), 1-20.
  • Higgins-Desbiolles, F. (2020). Socialising tourism for social and ecological justice after COVID-19. Tourism Geographies, 22(3), 610-623.
  • Israeli, A. A., Mohsin, A., & Kumar, B. (2011). Hospitality crisis management practices: The case of Indian luxury hotels. International Journal of Hospitality Management, 30(2), 367-374.
  • İpçioğlu, İ. (Ed.) (2013). Kriz öncesi yapılacak çalışmalar. Eskişehir: Anadolu Üniversitesi Açıköğretim Fakültesi Yayını.
  • Jin, X., Bao, J., & Tang, C. (2021). Profiling and evaluating Chinese consumers regarding post-COVID-19 travel. Current Issues in Tourism, 1-19. https://doi.org/10.1080/13683500.2021.1874313
  • Kılıçdere, S. (2017). Seyahat acentalarında kriz yönetimi kapsamında 2016 turizm sezonunun değerlendirilmesi. Unpublished master thesis, University of Adnan Menderes, Aydın, Turkey.
  • Kirk, J., & Miller, M. L. (1986). Reability and validity in qualitative research. Beverly Hills: CA: Sage.
  • Kozak, M. (2014). Bilimsel araştırma: Tasarım, yazım ve yayım teknikleri. Ankara: Detay Yayıncılık.
  • Lai, I., & Wong, J. (2020). Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19. International Journal of Contemporary Hospitality Management, 32(10), 3135-3156.
  • McMillan, J. H. (2000). Educational research: Fundamentals for consumer. New York: Longman.
  • Pavlatos, O., Kostakis, H., & Digkas, D. (2021). Crisis management in the Greek hotel industry in response to COVID-19 pandemic. Anatolia, 32(1), 80-92.
  • Salem, I., Elkhwesky, Z., & Ramkissoon, H. (2021). A content analysis for government’s and hotels’ response to COVID-19 pandemic in Egypt. Tourism and Hospitality Research, 1-18. https://doi.org/10.1177/14673584211002614
  • Seçilmiş, C., & Sarı, Y. (2010). Kriz dönemlerinde konaklama işletmelerinin kriz yönetimi uygulamaları üzerine bir araştırma. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimlere Fakültesi Dergisi, 15(1), 501-520.
  • Smart, K., Ma, E., Qu, H., & Ding, L. (2021). COVID-19 impacts, coping strategies, and management reflection: A lodging industry case. International Journal of Hospitality Management, 94, 1-14.
  • TR Ministry of Health. (2020). COVID-19 bilgilendirme sayfası. Retrieved November 3, 2020, from https://covid19.saglik.gov.tr/TR-66300/covid-19-nedir-.html
  • TR Ministry of Health, General Directorate of Public Health. (2020). COVİD-19 pandemisi süresince uluslararası sağlık turizmi kapsamında ülkemize gelecek hasta ve hasta yakınları hakkındaki tedbirler. Retrieved October 25, 2020, from https://shgmhastahakdb.saglik.gov.tr/TR,65600/covid-19-pandemisi-suresince-uluslararasi-saglik-turizmi-kapsaminda-ulkemize-gelecek-hasta-ve-hasta-yakinlari-hakkindaki-tedbirler.html
  • Tutar, H., & Erdem, A. T. (2020). Örnekleriyle bilimsel araştırma yöntemleri ve SPSS uygulamaları. Ankara: Seçkin Yayıncılık.
  • Turkey Tourism Promotion and Development Agency. (2020). Güvenli Turizm Sertifikasyon Kriterleri. Retrieved November 21, 2020, from https://www.tga.gov.tr/guvenli-turizm-programi-belgelendirme-kriterleri
  • UNWTO. (2020). Tourism Restarts: 40% Of Destinations Have Now Eased Travel Restrictions Retrieved November 15, 2020, from https://www.unwto.org/news/tourism-restarts-40-per-cent-of-destinations-have-now-eased-travel-restrictions
  • UNWTO, World Tourism Barometer. (2020a). International travel plunges 70% in the first eight months of 2020. Retrieved November 18, 2020, from https://www.e-unwto.org/doi/epdf/10.18111/wtobarometereng.2020.18.1.6
  • UNWTO, World Tourism Barometer. (2020b). International tourism faces deepest crisis in history. Retrieved November 18, 2020, from https://www.e-unwto.org/doi/epdf/10.18111/wtobarometereng.2020.18.1.2
  • Vaishar, A., & Šťastná, M. (2020). Impact of the COVID-19 pandemic on rural tourism in Czechia Preliminary considerations. Current Issues in Tourism, 1-5. https://doi.org/10.1080/13683500.2020.1839027
  • Yacoub, L., & ElHajjar, S. (2021). How do hotels in developing countries manage the impact of COVID-19? The case of Lebanese hotels. International Journal of Contemporary Hospitality Management, 33(3), 329-348.

Details

Primary Language English
Subjects Hospitality Leisure Sport and Tourism
Journal Section Research Article
Authors

Eda ÇOBAN
AFYON KOCATEPE ÜNİVERSİTESİ
0000-0003-1032-4992
Türkiye


Çağıl Hale ÖZEL (Primary Author)
Anadolu Üniversitesi
0000-0002-4898-0867
Türkiye

Publication Date January 6, 2022
Application Date June 13, 2021
Acceptance Date October 19, 2021
Published in Issue Year 2022, Volume , Issue

Cite

Bibtex @research article { ahtr951594, journal = {Advances in Hospitality and Tourism Research (AHTR)}, issn = {2147-9100}, eissn = {2148-7316}, address = {Akdeniz University, Tourism Faculty Dumlupınar Boulevard Post Code: 07058 Campus ANTALYA, TURKEY}, publisher = {Akdeniz University}, year = {2022}, volume = {}, pages = {0 - 0}, doi = {10.30519/ahtr.951594}, title = {Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19)}, key = {cite}, author = {Çoban, Eda and Özel, Çağıl Hale} }
APA Çoban, E. & Özel, Ç. H. (2022). Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19) . Advances in Hospitality and Tourism Research (AHTR) , , 0-0 . DOI: 10.30519/ahtr.951594
MLA Çoban, E. , Özel, Ç. H. "Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19)" . Advances in Hospitality and Tourism Research (AHTR) (2022 ): 0-0 <https://dergipark.org.tr/en/pub/ahtr/issue/59492/951594>
Chicago Çoban, E. , Özel, Ç. H. "Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19)". Advances in Hospitality and Tourism Research (AHTR) (2022 ): 0-0
RIS TY - JOUR T1 - Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19) AU - Eda Çoban , Çağıl Hale Özel Y1 - 2022 PY - 2022 N1 - doi: 10.30519/ahtr.951594 DO - 10.30519/ahtr.951594 T2 - Advances in Hospitality and Tourism Research (AHTR) JF - Journal JO - JOR SP - 0 EP - 0 VL - IS - SN - 2147-9100-2148-7316 M3 - doi: 10.30519/ahtr.951594 UR - https://doi.org/10.30519/ahtr.951594 Y2 - 2021 ER -
EndNote %0 Advances in Hospitality and Tourism Research (AHTR) Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19) %A Eda Çoban , Çağıl Hale Özel %T Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19) %D 2022 %J Advances in Hospitality and Tourism Research (AHTR) %P 2147-9100-2148-7316 %V %N %R doi: 10.30519/ahtr.951594 %U 10.30519/ahtr.951594
ISNAD Çoban, Eda , Özel, Çağıl Hale . "Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19)". Advances in Hospitality and Tourism Research (AHTR) / (January 2022): 0-0 . https://doi.org/10.30519/ahtr.951594
AMA Çoban E. , Özel Ç. H. Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19). Advances in Hospitality and Tourism Research (AHTR). 2022; 0-0.
Vancouver Çoban E. , Özel Ç. H. Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19). Advances in Hospitality and Tourism Research (AHTR). 2022; 0-0.
IEEE E. Çoban and Ç. H. Özel , "Determining the Crisis Management Strategies Applied by Hotel Managers During the Outbreak of Coronavirus (COVID-19)", Advances in Hospitality and Tourism Research (AHTR), pp. 0-0, Jan. 2022, doi:10.30519/ahtr.951594


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