IDEAS home Printed from https://ideas.repec.org/a/inm/orserv/v13y2021i4p275-293.html

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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Dung Le & Giang T. Phi & Truc H. Le, 2021. "Integrating Chaotic Perspective and Behavioral Learning Theory into a Global Pandemic Crisis Management Framework for Hotel Service Providers," Service Science, INFORMS, vol. 13(4), pages 275-293, December.
    • Handle: RePEc:inm:orserv:v:13:y:2021:i:4:p:275-293
    DOI: 10.1287/serv.2021.0282
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/serv.2021.0282
    Download Restriction: no
    File URL: https://libkey.io/10.1287/serv.2021.0282?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. David Levy, 1994. "Chaos theory and strategy: Theory, application, and managerial implications," Strategic Management Journal, Wiley Blackwell, vol. 15(S2), pages 167-178, June.
    2. Schweinsberg, Stephen & Darcy, Simon & Cheng, Mingming, 2017. "The agenda setting power of news media in framing the future role of tourism in protected areas," Tourism Management, Elsevier, vol. 62(C), pages 241-252.
    3. Ritchie, Brent W. & Jiang, Yawei, 2019. "A review of research on tourism risk, crisis and disaster management: Launching the annals of tourism research curated collection on tourism risk, crisis and disaster management," Annals of Tourism Research, Elsevier, vol. 79(C).
    4. Olmedo, Elena & Mateos, Ruth, 2015. "Quantitative characterization of chaordic tourist destination," Tourism Management, Elsevier, vol. 47(C), pages 115-126.
    5. Kentaro Watanabe & Masaaki Mochimaru, 2017. "Expanding Impacts of Technology-Assisted Service Systems Through Generalization: Case Study of the Japanese Service Engineering Research Project," Service Science, INFORMS, vol. 9(3), pages 250-262, September.
    6. R. A. Thiétart & B. Forgues, 1995. "Chaos Theory and Organization," Organization Science, INFORMS, vol. 6(1), pages 19-31, February.
    7. Paraskevas, Alexandros & Altinay, Levent, 2013. "Signal detection as the first line of defence in tourism crisis management," Tourism Management, Elsevier, vol. 34(C), pages 158-171.
    8. Phi, Giang & Dredge, Dianne & Whitford, Michelle, 2014. "Understanding conflicting perspectives in event planning and management using Q method," Tourism Management, Elsevier, vol. 40(C), pages 406-415.
    9. E. L. Quarantelli, 1988. "Disaster Crisis Management: A Summary Of Research Findings," Journal of Management Studies, Wiley Blackwell, vol. 25(4), pages 373-385, July.
    10. Mark M. Davis & Joy Field & Euthemia Stavrulaki, 2015. "Using Digital Service Inventories to Create Customer Value," Service Science, INFORMS, vol. 7(2), pages 83-99, June.
    11. Anna Moker & Prisca Brosi & Isabell M. Welpe, 2020. "How to digitalize inseparable service processes: the enabling role of internal and external support for innovation," Business Research, Springer;German Academic Association for Business Research, vol. 13(3), pages 1145-1167, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Arianna Dal Forno & Ugo Merlone, 2021. "Envy effects on conflict dynamics in supervised work groups," Decisions in Economics and Finance, Springer;Associazione per la Matematica, vol. 44(2), pages 755-779, December.
    2. Reddy, Maharaj Vijay & Boyd, Stephen W. & Nica, Mirela, 2020. "Towards a post-conflict tourism recovery framework," Annals of Tourism Research, Elsevier, vol. 84(C).
    3. Franklin M. Lartey, 2020. "Chaos, Complexity, and Contingency Theories: A Comparative Analysis and Application to the 21st Century Organization," Journal of Business Administration Research, Journal of Business Administration Research, Sciedu Press, vol. 9(1), pages 44-51, April.
    4. Bill McKelvey, 1999. "Avoiding Complexity Catastrophe in Coevolutionary Pockets: Strategies for Rugged Landscapes," Organization Science, INFORMS, vol. 10(3), pages 294-321, June.
    5. Solnet, David & Robinson, Richard N.S. & Baum, Tom & Yan, Hongmin, 2022. "Tourism work, media & COVID-19: A changed narrative?," Annals of Tourism Research, Elsevier, vol. 97(C).
    6. Godfrey Cadogan, 2014. "Chaos in a Large System of Decision‐Makers with Heterogeneous Beliefs with Application to Index Option Prices," Systems Research and Behavioral Science, Wiley Blackwell, vol. 31(4), pages 487-501, July.
    7. Pappas, Nikolaos, 2023. "Came and gone? A longitudinal study of the effects of COVID-19 on tourism purchasing intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    8. Agnieszka Dziubinska, 2018. "Understanding Complexity Leadership: Lesson From Emerging Environment (Przywodztwo w warunkach zlozonosci – doswiadczenia z dzialalnosci w warunkach rynkow wylaniajacych sie)," Research Reports, University of Warsaw, Faculty of Management, vol. 1(26), pages 155-172.
    9. Mayer, Marius & Bichler, Bernhard Fabian & Pikkemaat, Birgit & Peters, Mike, 2021. "Media discourses about a superspreader destination: How mismanagement of Covid-19 triggers debates about sustainability and geopolitics," Annals of Tourism Research, Elsevier, vol. 91(C).
    10. Jianli Xiao & Hanli Xiao & Changrong Li, 2026. "The complexity of the APP competition model with bounded rationality in platform ecosystem," Electronic Commerce Research, Springer, vol. 26(1), pages 805-831, February.
    11. Getz, Donald & Page, Stephen J., 2016. "Progress and prospects for event tourism research," Tourism Management, Elsevier, vol. 52(C), pages 593-631.
    12. Leon John Mach, 2021. "Surf Tourism in Uncertain Times: Resident Perspectives on the Sustainability Implications of COVID-19," Societies, MDPI, vol. 11(3), pages 1-15, July.
    13. Tammy E. Beck & Donde Ashmos Plowman, 2009. "Experiencing Rare and Unusual Events Richly: The Role of Middle Managers in Animating and Guiding Organizational Interpretation," Organization Science, INFORMS, vol. 20(5), pages 909-924, October.
    14. Bui, Huong T. & Saito, Hiroaki, 2022. "Resource convergence for post disaster recovery," Annals of Tourism Research, Elsevier, vol. 93(C).
    15. Monika Winn & Manfred Kirchgeorg & Andrew Griffiths & Martina K. Linnenluecke & Elmar Günther, 2011. "Impacts from climate change on organizations: a conceptual foundation," Business Strategy and the Environment, Wiley Blackwell, vol. 20(3), pages 157-173, March.
    16. Tian Wang & Zhaoping Yang & Xiaodong Chen & Fang Han, 2022. "Bibliometric Analysis and Literature Review of Tourism Destination Resilience Research," IJERPH, MDPI, vol. 19(9), pages 1-16, May.
    17. Patricia de Oliveira Melo & Renata Marques Britto & Tharcisio Cotta Fontainha & Adriana Leiras & Renata Albergaria de Mello Bandeira, 2017. "Evaluation of community leaders’ perception regarding Alerta Rio, the warning system for landslides caused by heavy rains in Rio de Janeiro," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 89(3), pages 1343-1368, December.
    18. Jenni Dinger & Michael Conger & David Hekman & Carla Bustamante, 2020. "Somebody That I Used to Know: The Immediate and Long-Term Effects of Social Identity in Post-disaster Business Communities," Journal of Business Ethics, Springer, vol. 166(1), pages 115-141, September.
    19. Jang, Seongsoo & Park, Jin Suk & Choi, Youngseok Thomas, 2022. "Organizational resource and resilience in tourism," Annals of Tourism Research, Elsevier, vol. 93(C).
    20. Lynch, Patrick & O'Toole, Thomas & Biemans, Wim, 2014. "From conflict to crisis in collaborative NPD," Journal of Business Research, Elsevier, vol. 67(6), pages 1145-1153.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:orserv:v:13:y:2021:i:4:p:275-293. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.