Using social media in hotel crisis management: the case of bed bugs

2015 ◽  
Vol 6 (2) ◽  
pp. 102-112 ◽  
Author(s):  
Bingjie Liu ◽  
Lori Pennington-Gray ◽  
Louisa Klemmer
Keyword(s):  
Social Media ◽  
Crisis Management ◽  
Management Practices ◽  
Economic Loss ◽  
Management Model ◽  
Health Crisis ◽  
Content Type ◽  
Bed Bug ◽  
Health Related ◽  
Response And Recovery

Purpose – The purpose of this paper is to provide greater insights into the-state-of-the-art in crisis management and aid in better response to health-related crises, with a specific focus on the hotel industry. This study extends the tourism crisis management model to include social media, concerning the role of monitoring and responding. Design/methodology/approach – This study enhances the classic 4R (readiness, reduction, response and recovery) crisis management model to include social media for hotels facing a bed bug crisis and/or other health-related crises. Findings – This paper discusses the use of social media at different phases of managing a bed bug crisis, which include risk reduction, readiness, response and recovery. Recommendations are also provided for hotel managers to combat health-related crises that are fought out on social media. Practical implications – Social media has helped to bridge the communication gap between customers and hotels. Bed bug infestations are a growing health crisis, and they have obtained increasing attention on social media sites. Without managing this crisis effectively, bed bug infestation can cause economic loss and reputational damages to hotel properties, ranging from negative comments and complaints, to possible lawsuits. Thus, it is essential for hoteliers to understand the importance of social media in crisis communication, and to incorporate social media in hotels’ crisis management plans. Originality/value – This study serves as one of the first attempts in the hospitality field to offer discussions and recommendations on how hotels can manage the bed bug crisis and other crises of this kind by incorporating social media into their crisis management practices.

A dynamic model of crisis management from a stakeholder perspective: the case of COVID-19 in China

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bin Li ◽  
Tingting Zhang ◽  
Nan Hua ◽  
Youcheng Wang
Keyword(s):  
Crisis Management ◽  
Dynamic Model ◽  
Dynamic Process ◽  
Management Model ◽  
Content Type ◽  
New Business ◽  
Stakeholder Perspective ◽  
Health Related ◽  
Research Gap ◽  
Recovery Management

Purpose This study aims to develop a holistic and dynamic model that governs the various relationships among the critical factors of crisis management from a stakeholder perspective in the context of China’s COVID-19 epidemic outbreak. Design/methodology/approach Data were collected from 731 textual sources, and the text mining technique identified the themes of a holistic crisis management model. Then, content analysis was applied to reveal in-depth insights into the themes. Findings From a stakeholder perspective, the model comprises six elements: political environment, economic environment, technology, social environment, health and science and international relationships, which relate significantly to four procedural actions: prevention, response, recovery and adaptation. The overlapping stages and situational dynamic mechanisms of the process are another two new major findings of this study; learning and preparing are threaded throughout the whole dynamic process. Practical implications Hospitality stakeholders are advised to collaborate under the guidance of the dynamic crisis management model and adopt high-technology tools for the industry’s recovery management. Developing a new business model and marketing strategy is a useful approach to face similar crisis management challenges in the future. Originality/value This paper fills an existing research gap by presenting a health-related crisis management model that can be used to evaluate the dynamic process of collaborations among stakeholders in coping with external challenges forced upon the hospitality industry.

Systematic review of crisis reactions toward major disease outbreaks: application of the triple helix model in the context of tourism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Li-Hsin Chen ◽  
Kyrie Eleison Munoz ◽  
Nandar Aye
Keyword(s):  
Systematic Review ◽  
Crisis Management ◽  
Triple Helix ◽  
Management Practices ◽  
Tourism Industry ◽  
Future Research ◽  
Health Crisis ◽  
Content Type ◽  
Integrative Framework ◽  
Triple Helix Model

Purpose While academia, industry and government have made various efforts to ameliorate the impacts of Covid-19, no study has hitherto used an integrative framework to assess the reactions of all three of these sectors to previous multinational epidemics. Such fragmentation ignores the holistic nature of crisis management. To better understand the impacts of health crises on tourism, this study aims to examine the past literature related to academic, industrial and governmental responses to multinational epidemics through the lens of the triple helix model. Design/methodology/approach Based on preferred reporting items for systematic reviews and meta-analyzes and the best-fit approach, this paper conducts a systematic review of the literature published between 2000 and 2020 on five multinational epidemics that had significant impacts on the tourism industry: food and mouth disease, severe acute respiratory syndrome, bird flu (novel influenza A and avian flu), Ebola and middle east respiratory syndrome. Thematic analysis was used to identify major themes in the 63 relevant articles identified. Findings No substantial increase was found in the quantity of multinational epidemic-related studies after 2010. Collectively, the 10 identified themes strongly emphasized economic recovery. Originality/value No existing tourism-related study examines reactions toward multiple health crises by integrating three important sectors: academia, industry and government. This study fills that research gap with a systematic review of past multinational epidemics and proposes an integrative framework. It also provides recommendations for future research and health-crisis management practices.

The role of social influencers for effective public health communication

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shiromani Gupta ◽  
Satya Bhusan Dash ◽  
Rachna Mahajan
Keyword(s):  
Public Health ◽  
Social Media ◽  
Health Communication ◽  
Peer Review ◽  
Persuasive Communication ◽  
Health Crisis ◽  
Content Type ◽  
Public Health Communication ◽  
Health Related

PurposeThe purpose of the study is to explore the suitability of social media influencers (SMIs) for communicating public health messages via social media platforms. The study identifies key persuasive communication components that influence individuals' attitudes and, subsequently, intentions to follow health-related information shared by SMIs.Design/methodology/approachQualitative interviews with healthcare workers and interactions with 332 active social media users via structured online questionnaires were used for data collection. Structural equation modelling was used to analyse responses.FindingsResults indicate that SMIs' credibility, SMI–individual homophily and quality of information shared by the SMI are the significant factors determining individuals' attitudes towards the information received. Furthermore, the individual's attitude significantly impacts their intention to follow information shared by the SMI. The study thus verifies the mediating role of attitude in persuasive communication.Research limitations/implicationsThe current study can serve as a foundation for future work to examine the suitability of SMIs for tasks other than marketing.Practical implicationsThe study provides insights for planning and implementing SMI-sourced communication in the public health context. The study enhances the understanding of the tested relationships and thereby increases scholars' and practitioners' ability to leverage SMIs for health-related communication.Originality/valueWhilst SMIs are attracting increasing attention in consumer markets, the study suggests that they can be used in public health communication. Considering the coronavirus disease (COVID-19) situation, the empirical study provides insights into SMIs' role in persuasive public health communication amid a health crisis.Peer reviewThe peer review history for the article is available at: https://publons.com/publon/10.1108/OIR-01-2021-0012

Battling COVID-19 with human resource management bundling

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Arosha S. Adikaram ◽  
N.P.G.S.I. Naotunna ◽  
H.P.R. Priyankara
Keyword(s):  
Resource Management ◽  
Human Resource Management ◽  
Crisis Management ◽  
Human Resource ◽  
Qualitative Methodology ◽  
Health And Safety ◽  
Employee Motivation ◽  
Health Crisis ◽  
Content Type ◽  
Hrm Practices

PurposeThis paper aims to present an empirically driven crisis management framework of complementary human resource management (HRM) bundles that can be utilized in simultaneously managing the health crisis, financial crisis and disruptions to business operations through lockdown and other government restrictions propelled by the COVID-19 pandemic.Design/methodology/approachThe framework is developed employing qualitative methodology, drawing from the successful HRM practices adopted by 26 Sri Lankan companies in battling the many crises of COVID-19 and using the soft HRM approach as the theoretical basis.FindingsThe findings report a framework that consists of three key HRM bundles (health and safety bundle, cost-saving bundle and employee motivation and engagement bundle) entailing an array of inter-related, internally consistent, complementary and mutually reinforcing HRM practices and HRM activities. These HRM bundles and the HRM practices as well as the HRM activities therein, indicate how a softer approach to managing employees can be used during a crisis.Practical implicationsThe framework will inform the HRPs of the HRM bundles, HRM practices and HRM activities that can be used to manage the multiple crises created by COVID-19 and other similar pandemics.Originality/valueThe study contributes to and expands the knowledge of HRM in crisis management generally and HRM in a global pandemic more specifically.

scholarly journals Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19

2020 ◽  
Vol 32 (10) ◽  
pp. 3135-3156 ◽  
Author(s):  
Ivan Ka Wai Lai ◽  
Jose Weng Chou Wong
Keyword(s):  
Performance Analysis ◽  
Human Resources ◽  
Crisis Management ◽  
Management Practices ◽  
Management Strategies ◽  
Hotel Industry ◽  
Content Type ◽  
Initial Stage ◽  
Travel Restrictions ◽  
Hotel Managers

Purpose Given the increasing number of travel restrictions, the COVID-19 outbreak has dealt a crippling blow to the hotel industry, and the crisis management practices supporting the industry needs are changing as the pandemic continues. This study aims to compare how the hotel industry has responded to this crisis at the initial stage and the pandemic stage. Design/methodology/approach Data were collected from hotel managers in Macau in two occasions, namely, early February and early April 2020. Importance-usage-performance analysis was conducted to classify six categories of practices (pricing, marketing, maintenance, human resources, government assistance and epidemic prevention) into four executable crisis management strategies (priority, maintain, low priority and possible overkill) for each stage. Follow-up in-person interviews were conducted to validate the results of the study. Findings In the initial stage, priority strategies should be applied in all epidemic prevention, pricing and maintenance practices and in two governmental assistance and human resources practices. In the pandemic stage, all epidemic prevention practices remain at the priority quadrant, but two pricing practices are downgraded. Hotels tended to force labour into unpaid vacations (furlough) and postpone office and system maintenance. Governmental assistance should be at a low priority. Originality/value This study contributes to the knowledge of contingency planning for crisis management across crisis periods. It also demonstrates the processes of importance-usage-performance analysis for researchers to undertake further studies in tourism crisis management. Timely recommendations for governments and hotel industry stakeholders are provided to cope with this crisis.

A comparative perspective of knowledge management via social media: India and China

2015 ◽  
Vol 22 (2) ◽  
pp. 93-114 ◽  
Author(s):  
Michelle Liu ◽  
Pramila Rao
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Management Practices ◽  
Current Knowledge ◽  
Global Market ◽  
Comparative Perspective ◽  
Content Type ◽  
Wide Range ◽  
Depth Analysis ◽  
India And China

Purpose – This research paper aims to showcase current knowledge management (KM) practices via social media that is being adopted by organizations in India and China. India and China are considered leading economies in today’s global market. Any understanding of management practices in these countries will help practitioners in doing businesses in these nations. Design/methodology/approach – This conceptual paper analyzes KM practices in India and China using an in-depth analysis of the extant literature to provide a comparative perspective of KM policies in these two economies. This paper has used a wide range of scholarly and non-scholarly databases from ABI Global Inform to Business Source Complete to Google Scholar among others. Findings – This research offers valuable insights into characteristic KM trends followed by Indian and Chinese firms. This paper also highlights different approaches adopted by these two cultures in managing their KM practices. The study also provides hypotheses that can be tested by potential scholars. This paper also offers theoretical models to understand this concept better. Practical implications – This paper also provides implications for practice by identifying guidelines for global managers. These frameworks might serve as preliminary parameters for practitioners planning to establish KM practices in India and China. Originality/value – This paper compares and contrasts KM practices in one of the two largest BRIC (Brazil, Russia, India and China) economies which have not been addressed in the literature before. It also combines two theoretical frameworks from different fields (information technology and human resource management) providing a richer viewpoint on the subject.

scholarly journals Organisational ineffectiveness: environmental shifts and the transition to crisis

2014 ◽  
Vol 1 (4) ◽  
pp. 423-446 ◽  
Author(s):  
Denis Fischbacher-Smith
Keyword(s):  
Crisis Management ◽  
Management Practices ◽  
Theoretical Framework ◽  
Task Demands ◽  
Content Type ◽  
Study Approach ◽  
Organisational Effectiveness ◽  
Human Element ◽  
Crisis Events ◽  
Ordered State

Purpose – The purpose of this paper is to explore the notion of effectiveness in the context of organisational crisis. It considers the “darker” side of organisational effectiveness by exploring the processes by which effectiveness can be eroded as an organisation moves from an ordered state, through a complex one, and into a state of chaos, or crisis. It brings together complementary literatures on risk, crisis management, and complexity, and uses those lenses to frame some of the key processes that allow organisations to transition to a state that shapes their inabilities to remain effective. Design/methodology/approach – The paper sets out a theoretical framework for the analysis of a crisis event and does so in a way that emphasises the role of the human element in the various stages of a crisis: the incubation phase, the operational crisis, and the post-event legitimation phase. The paper uses the emerging crisis around the disappearance of Malaysia Airlines flight MH370 to illustrate some of the task demands associated with a crisis and the manner in which crisis events challenge the efficiencies and capabilities of organisations to deal with complex, multi-layered issues in which uncertainty is high. Given the emergent nature of that particular crisis, the use of the case is purely illustrative rather than analytically grounded in a normal case study approach. Findings – The paper highlights a number of underlying elements that contribute to the generation of crises and offers recommendations for managers on how to deal with those demands. The paper shows how an organisation can move from an ordered state into a complex or chaotic one and highlights some of the problems that arise when an organisation does not have the capabilities to respond to the task demands generated by such a shift in the environment. Practical implications – The paper challenges some of the normal practices of management in a “steady state” environment and highlights the need to consider the organisational capabilities that are necessary to deal with the transition from a stable to an unstable system state and ensure organisational effectiveness in the process. A core message within the paper is that the “normal” processes of management can contribute to the generation of crises as organisations prioritise short-term efficiencies over the strategies for longer-term effectiveness. The implications for crisis management practices are discussed. Social implications – The paper considers an issue that has wider applicability within society namely the relationships between organisational effectiveness and risk. The issues raised in the paper have applicability in a range of other societal settings. Originality/value – The key output from the paper is the development of a theoretical framework that allows for an analysis of the relationships between crises and organisational effectiveness. The paper argues that effectiveness and crisis management are intrinsically linked and that crises occur when organisational effectiveness is impaired. The paper highlights the role that template-based approaches to dealing with complex problems can have in terms of the generation of crisis events.

Aligning management model and business model in the management innovation perspective

2015 ◽  
Vol 28 (1) ◽  
pp. 43-58 ◽  
Author(s):  
Alessandro Basile ◽  
Rosario Faraci
Keyword(s):  
Business Model ◽  
Conceptual Analysis ◽  
Dynamic Capabilities ◽  
Business Models ◽  
Management Practices ◽  
Organizational Level ◽  
Management Model ◽  
Management Innovation ◽  
Content Type

Purpose – The purpose of this paper is to present some evidence on the role of management models in the implementation or in the transformation of the business models, highlighting the pivotal role of managerial dynamic capabilities. The analysis provides relevant lines of managerial action both strategic and operational levels. Design/methodology/approach – An innovative conceptual analysis is proposed. Managerial dynamic capabilities play a central role in the coupled link between management model and business model at the organizational level. Findings – The authors propose a highly usable and generalizable conceptual model for management practices, strategic planning and operational assessment. Originality/value – This paper investigates a new emerging research stream of management innovation theory. The research presents a new and innovative conceptual analysis of management model and business model alignment. This theme has not been explored in prior researches and represents an experiment to pair the management model and the business model evidence.

The European standards and guidelines for internal quality assurance

2017 ◽  
Vol 29 (2) ◽  
pp. 342-356 ◽  
Author(s):  
Maria J. Manatos ◽  
Cláudia S. Sarrico ◽  
Maria J. Rosa
Keyword(s):  
Higher Education ◽  
Quality Assurance ◽  
Quality Management ◽  
Management Practices ◽  
Holistic Approach ◽  
Management Model ◽  
Internal Quality ◽  
Content Type ◽  
Quality Management Model ◽  
Standards And Guidelines

Purpose The authors’ thesis statement is that the literature on quality management in higher education is evolving towards an idea of integration. Considering Part 1 of the Standards and Guidelines for Quality Assurance in the European Higher Education Area (ESG) (ENQA, 2009) to be a framework for the implementation of quality management practices in universities, the purpose of this paper is to understand whether the ESG represent a truly integrated quality management model. Design/methodology/approach The authors analyse the content of the ESG taking into account three levels of analysis: the process level, the organisational level and the quality management principles level. Findings The analysis shows that the ESG are a quality management model, covering different processes, organisational levels and quality management principles. This is despite not being a truly integrated quality management model. Indeed, the ESG are mainly focussed on teaching and learning and on support processes, neglecting other processes of universities, such as research and scholarship and the third mission. In addition, they leave aside quality management principles more directly linked with a systemic and holistic approach to quality, such as the system approach principle. Originality/value The paper presents a new analysis of a much discussed quality management model for higher education. It explores the ESG in the light of the concept of integration, discussed according to a new framework of analysis. It also highlights the importance of a broader reflection on these standards and of their integration in the management systems of institutions.

scholarly journals Assessing the quality, readability and reliability of online information on COVID-19

2020 ◽  
Vol 9 (12) ◽  
pp. e3591210680
Author(s):  
Paulo Cardoso Lins-Filho ◽  
Millena Mirella Silva de Araújo ◽  
Thuanny Silva de Macêdo ◽  
Andressa Kelly Alves Ferreira ◽  
Maria Cecilia Freire de Melo ◽  
...  
Keyword(s):  
Public Health ◽  
Risk Mitigation ◽  
Mitigation Measures ◽  
Online Information ◽  
Reading Levels ◽  
Health Crisis ◽  
Content Type ◽  
Content Quality ◽  
Flesch Reading Ease ◽  
Health Related

During a public health crisis, the dissemination of reliable information, advice and experts’ opinions is essential for improving public comprehension of potential or actual health threats and enables the public to take informed decisions about risk mitigation measures. This study aimed to assess the quality, reliability and readability of internet-based information on COVID-19 available on Brazil’ most used search engines. A total of 68 websites were selected through Google, Bing, and Yahoo. The websites content quality and reliability were evaluated using the DISCERN questionnaire, the Journal of American Medical Association (JAMA) criteria, and the presence of the Health on Net (HON) certification. Readability was assessed by the Flesch Reading Ease adapted to Brazilian Portuguese (FRE-BP). The web contents were considered moderate to low quality according to DISCERN and JAMA mean scores. Most of the sample presented very difficult reading levels and only 7.4% displayed HON certification. Websites of Governmental and health-related authorship nature showed lower JAMA mean scores and quality and readability measures did not correlate to the webpages content type. COVID-19 related contents available online were considered of low to moderate quality and not accessible to general population. These findings indicate the need for further efforts on improving the quality of health-related content on internet, especially during public health emergencies.

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