Wut Tai Ming, Xu Jing Bill, Wong Shun-Mun
School of Professional Education and Executive Development, The Hong Kong Polytechnic University, HKSAR, Hong Kong, China.
Tour Manag. 2021 Aug;85:104307. doi: 10.1016/j.tourman.2021.104307. Epub 2021 Mar 3.
The global tourism industry has already suffered an enormous loss due to COVID-19 (Coronavirus Disease 2019) in 2020. Crisis management, including disaster management and risk management, has been becoming a hot topic for organisations in the hospitality and tourism industry. This study aims to investigate relevant research domains in the hospitality and tourism industry context. To understand how crisis management practices have been adopted in the industry, the authors reviewed 512 articles including 79 papers on COVID-19, spanning 36 years, between 1985 and 2020. The findings showed that the research focus of crisis management, crisis impact and recovery, as well as risk management, risk perception and disaster management dominated mainstream crisis management research. Look back the past decade (2010 to present), health-related crisis (including COVID-19), social media, political disturbances and terrorism themes are the biggest trends. This paper proposed a new conceptual framework for future research agenda of crisis management in the hospitality and tourism industry. Besides, ten possible further research areas were also suggested in a TCM (theory-context-method) model: the theories of crisis prevention and preparedness, risk communication, crisis management education and training, risk assessment, and crisis events in the contexts of COVID-19, data privacy in hospitality and tourism, political-related crisis events, digital media, and alternative analytical methods and approaches. In addition, specific research questions in these future research areas were also presented in this paper.
2020年，全球旅游业因新冠疫情（2019冠状病毒病）已遭受巨大损失。危机管理，包括灾害管理和风险管理，已成为酒店和旅游业组织的热门话题。本研究旨在调查酒店和旅游业背景下的相关研究领域。为了解该行业如何采用危机管理实践，作者回顾了1985年至2020年期间的512篇文章，其中包括79篇关于新冠疫情的论文，跨度为36年。研究结果表明，危机管理、危机影响与恢复以及风险管理、风险认知和灾害管理的研究重点主导了主流危机管理研究。回顾过去十年（2010年至今），与健康相关的危机（包括新冠疫情）、社交媒体、政治动荡和恐怖主义主题是最大的趋势。本文为酒店和旅游业危机管理的未来研究议程提出了一个新的概念框架。此外，还在一个理论-背景-方法（TCM）模型中提出了十个可能的进一步研究领域：危机预防与准备理论、风险沟通、危机管理教育与培训、风险评估以及新冠疫情背景下的危机事件、酒店和旅游业中的数据隐私、与政治相关的危机事件、数字媒体以及替代分析方法和途径。此外，本文还提出了这些未来研究领域中的具体研究问题。
