Zizka Laura, Chen Meng-Mei
EHL Hospitality Business School//HES-SO University of Applied Sciences and Arts Western Switzerland, Switzerland.
Tour Hosp Res. 2023 Mar 13:14673584231162279. doi: 10.1177/14673584231162279.
Since the first reports of the Covid-19 virus in December 2019, the tourism industry has struggled to find solutions to this unprecedented crisis. During crises, organizational learning can develop crisis management and communication skills while enhancing organizational resilience in coping with crises. This research examines whether organizational learning for communicating during crises occurred in the Swiss hotel industry in the past 2 years. By tracking and visualizing the messages communicated by Swiss hotels on their websites, this study analyzes the communication strategies employed by hoteliers over the past 20 months through thematic analysis, co-occurrence analysis, and Situational Crisis Communication (SCCT) strategies. The results of this study identified the evolution of communication strategies over time. Specifically, ingratiation, corrective action, transferring, victimization, and justification are the five key strategies. This study also visualizes the crisis responses in concept maps in three snapshots (June 2020, June 2021, and February 2022). The concepts and colors of the visualization provide a different perspective on the evolution of crisis communication over the past 2 years. This study contributes to academia and practitioners by demonstrating the evolution of crisis communication messages through both the granular analysis of SCCT strategies and the bird's-eye view of themes and concepts.
自2019年12月首次报告新冠病毒以来，旅游业一直在努力寻找应对这一前所未有的危机的解决方案。在危机期间，组织学习可以培养危机管理和沟通技能，同时增强组织应对危机的恢复力。本研究考察了瑞士酒店业在过去两年中是否发生了危机期间沟通的组织学习。通过追踪和可视化瑞士酒店在其网站上发布的信息，本研究通过主题分析、共现分析和情境危机沟通（SCCT）策略，分析了酒店经营者在过去20个月中采用的沟通策略。本研究的结果确定了沟通策略随时间的演变。具体而言，逢迎、纠正行动、转移、受害化和正当化是五个关键策略。本研究还在三个时间点（2020年6月、2021年6月和2022年2月）的概念图中可视化了危机应对措施。可视化的概念和颜色为过去两年危机沟通的演变提供了不同的视角。本研究通过对SCCT策略的细致分析以及对主题和概念的宏观审视，展示了危机沟通信息的演变，为学术界和从业者做出了贡献。
