Hotels in contexts of uncertainty: Measuring organisational resilience

Toward a sustainability performance management framework

Although the United Nations (UN) has continued to introduce the Millennium Development Goals (MDGs) and Sustainable Development Goals (SDGs) to address global sustainability, the world is becoming less sustainable. This is not surprising since our knowledge about effective sustainability performance management is scanty. The present study attempts to develop a sustainability performance management framework to deal effectively with the prevailing sustainability problems. It starts by introducing the "wicked" nature of sustainability problems, followed by a research methodology to build the sustainability performance management framework. The review suggests that the framework's components are related to the organizational culture of sustainability, the sustainability strategy employed by the firm, the corporate sustainability practices implemented, and the resulting outputs and outcomes in terms of sustainability performance. The connections between these elements are fundamentally critical, along with a feedback loop to address the dynamic, wicked sustainability problems. Finally, a Sustainability Performance Management framework and its associated propositions are derived, followed by future research directions and practical implications.

Eco-friendly hotels and guesthouses as a new opportunity for resilience and sustainability: Evidence from the Czech Republic

The economic recovery of the tourism industry after the Covid-19 pandemic to find modern and efficient trends to increase profitability is accompanied by the adoption of comprehensive accommodation approaches towards resilience and environmental sustainability. The research aims at the application of environmental management elements and measures in all types of accommodation facilities in the Czech Republic (n1 = 1,016). A qualitative focus group method complemented the quantitative research using correspondence analysis, Levene's, Kruskal-Wallis, and Tukey's HSD tests (n2 = 9 + moderator). The results indicate that the differences in the number of environmental measures implemented were minimal for the monitored hotels and guesthouses. On the other hand, the star rating of accommodation facilities is not a key parameter in the environmental impact assessment. The most used environmental measures were devices reducing electricity consumption (hotels 94%, guesthouses 94%), separating waste (hotels 88%, guesthouses 89%), and water consumption reduction (hotels 85%, guesthouses 86%). At the same time, the most minor used were measures reducing chemical consumption (hotels 23%, guesthouses 22%) communication and environmental education of employees and guests (hotels 32%, guesthouses 18%).

Necessary condition analysis of organisational capabilities for a resilient service operation in the hotel industry in Ghana

Resilience in service operation is essential for minimising service failures. Based on a necessity logic, this study sought to examine whether innovation, transparency, flexibility, collaboration and agility are necessary antecedents of resilience in service operations of hotels, and to determine the minimum level of each capability required for optimal level of resilience. A survey of managers of Star-rated hotels in the Greater Accra region of Ghana was conducted. The conditions (agility, transparency, innovation, collaboration and flexibility) and outcome (resilience) variables were operationalised and modelled as necessary determinants of service resilience. Structured questionnaires were administered, from which 167 validated responses was analysed with necessary condition analysis (NCA) package in R. NCA explores necessity relationships both 'in kind' and 'in degree' to identify underlying capabilities and the corresponding levels that must be developed and sustained. The study found innovation, transparency, collaboration, flexibility, and agility to be necessary determinants of service resilience. However, from lower to medium levels of resilience (30%-80%), transparency, collaboration, flexibility, and agility are identified as bottlenecks. Innovation becomes important when higher resilience goals are sought. From a managerial standpoint, this study provides insight into critical antecedents of resilience within service operations. In addition, the study sheds light on the degree of resource allocation appropriate for different levels of firm resilience.

Lack of IT and digital marketing professionals in hospitality: is it education's fault?

Information technology (IT) and digital marketing are perceived as the driving forces for promoting the development of the hospitality industry in a competitive market. However, there is a global shortage of workers to fill related positions, which hinders the sustainable growth of this industry. Thus, a qualitative thematic approach was adopted in this study to analyze textual data from experts to explore the reasons behind this shortage. Through careful design and analysis, three parties were identified as key generators, including education, industry, and staff/students. Meanwhile, the specific causes made by each party were presented to provide a detailed analysis of the issue. The findings are aimed to help solve the education and human resource issues in the hospitality industry. Nevertheless, the findings could have been more detailed if a follow-up interview was conducted after the thematic analysis.

Exploiting Technology to Deal with the COVID-19 Challenges in Travel & Tourism: A Bibliometric Analysis

This article discusses how travel and tourism organizations, the hardest-hit by the COVID-19 pandemic, have used the technology tools to deal with COVID challenges. Specifically, through a bibliometric literature review of relevant research papers on the topic of tourism and COVID-19, we provide evidence of how COVID-19 has accelerated the adoption and diffusion of various technologies by different stakeholders in the tourism value chain, and we show how these technologies have been used to deal with the challenges posed by COVID-19 pandemic. The review evidences the main research areas and allows to define future directions. Thus, we conclude this article by discussing how COVID-19 offers a unique opportunity for rethinking and renovating the tourism offer through technology.

The impact of the COVID-19 pandemic on job satisfaction: A mediated moderation model using job stress and organizational resilience in the hotel industry of Taiwan

The COVID-19 pandemic has affected businesses worldwide, including the hotel industry in Taiwan. This study aims to explore the influence of the perceived threat of COVID-19 on job satisfaction. SPSS software was used for data analysis, and the PROCESS macro was used to test the mediation, moderation, and moderated mediation hypotheses. An online survey (n = 681) was conducted on hotels in Taiwan in 2021, and the results indicate that job stress activation has a mediating effect on employees' job satisfaction and the hotels' business performances. Moreover, organizational resilience has a moderating effect on job stress. This study contributes theoretically to a better understanding of the factors that determine the impact of traumatic events such as a pandemic on people's mental health. This study suggests that interventions may be carried out to minimize the pandemic's negative psychological consequences. The implications of this study are also applicable to hoteliers in other affected countries.

Resilience against the COVID-19 pandemic: is the hotel and tourism supply chain on the right path?

Purpose

The hotel and tourism industry forms a crucial economic sector for all the economies around the world. However, it suffered the worst hit during the COVID-19 outbreak. Considering the hotel and tourism sector's critical situation, this manuscript aims to emphasise the importance of resilience in the hotel and tourism supply chain (HTSC) and explores the crucial barriers that tend to disturb the inculcation of stability in the hotel and tourism sector. The present research analyses the factors influencing the hotel and tourism sector's resilience and also takes into consideration the various critical success factors (CSFs) needed to build a resilient HTSC.

Design/methodology/approach

A two-phase research approach has been proposed and used in this study. In the first phase, eight CSFs and sixteen factors influencing the hotel and tourism sector's resilience during the COVID-19 pandemic were identified. The basis of the identification of the CSFs and factors was literature and inputs received from experts. In the second phase, the grey-Entropy-EDAS, a qualitative and quantitative analysis, was used to analyse the identified CSFs and factors to determine the priority of concern.

Findings

In this research, the most imperative facet influencing the hotel and tourism sector's resilience has been identified, and the findings will assist hotel and tourism sector in managing and mitigating the repercussions of the COVID-19 pandemic. The analysis of the results indicates that out of all the critical success factors, supply chain visibility is the most crucial aspect in building HTSC's resilience, whereas economic catastrophe is the most influential factor. Sensitivity analysis is also conducted to examine the priority ranking stability.

Practical implications

The results of this study can be used by the hotel supply chain managers and policymakers to plan for various challenges faced by them as they try to implement resilience-based strategies in their supply chain.

Originality/value

This research is unique as it analyses the general factors hindering the pathway of resilience in the hotel and tourism supply chain. This is also the first kind of study that has used grey-Entropy to analyse the critical success factors and grey-EDAS for analysing the impact of various factors influencing the hotel and tourism sector's resilience.

Toward an Organizational Theory of Resilience: An Interim Struggle

While organizational resilience is widely considered as critical to sustainability, gaps in both the scholarly and professional literature exist. First, stronger conceptualization of the term is needed. Second, little is known about how organizational resilience can be continuously accomplished via daily practices and processes. Finally, the ongoing organization theory development does not sufficiently address these gaps. Contributing to the literature by filling in these fundamental gaps, the present study integrates the disconnectedly growing literature into an organizational theory of resilience. Based on the General Systems Theory, the resulting theory comprises inputs of human resources, socio-cultural values, institutional settings, and social and environmental issues, enabling organizational structure, value and belief subsystem, resilience mindset, sustainability practices, adaptive and buffering capacities, and sustainability performance as the output. Their dynamic relationships are discussed and expressed via a model and propositions, followed by implications for researchers and practitioners.

A bibliometric review of research on COVID-19 and tourism: Reflections for moving forward

By adopting a bibliometric analysis approach, this study systematically reviews and retrospectively analyses the rapidly emerging literature on COVID-19 in tourism and hospitality. A co-word analysis revealed the intellectual structure of 177 papers (published until January 2021) consisting of four major themes discussing the following various issues: 1) the impact of COVID-19 on tourist decision-making, destination marketing, technology adoption, and tourists' well-being; 2) the future of tourism post COVID-19; 3) managing change in tourism; and 4) the COVID-19's impacts on tourism and hospitality stakeholders. The findings show that preliminary publications tend to be descriptive, pre-mature and theoretical, i.e. most studies advocate and re-imagine a more sustainable, responsible and equitable post-pandemic tourism, but almost no research investigates in-depth whether, why and how such theoretical proclamations are being materialized or not and/or whether they will remain a COVID-19 induced fuss. The paper concludes by offering various directions and propositions for future research.

Measuring risks and vulnerability of tourism to the COVID-19 crisis in the context of extreme uncertainty: The case of the Balearic Islands

The COVID-19 crisis is dramatically affecting the world economy and, particularly, the tourism sector. In the context of extreme uncertainty, the use of probabilistic forecasting models is especially suitable. We use Monte Carlo simulations to evaluate the outcomes of four possible tourism demand recovery scenarios in the Balearic Islands, which are further used to measure the risks and vulnerability of Balearic economy to the COVID-19 crisis. Our results show that fear of contagion and loss of income in tourism emitting countries will result in a maximum 89% drop in arrivals in the Balearic Islands in 2020.Given that most tourism-related occupations are not highly skilled and are characterized by lower salaries, there are greater risks of loss of welfare, especially for women, who are a major share of the tourism labour force.The model shows important differences among minimum, average and maximum estimates for tourism sector production in 2021, reflecting considerable uncertainty regarding the speed of the sector's recovery. The results serve as a basis to prepare a range of policies to reduce destination vulnerability under different crisis outcomes.

How does career future time perspective moderate in the relationship between infection anxiety with the COVID-19 and service behavior among hotel employees?

The COVID-19 pandemic has had far-reaching impacts on the hospitality industry and its employees. The purpose of this study was to explore the effects of infection anxiety with COVID-19 (IAWC) on employee motivation and work behaviors. This study proposes and examines a model predicting that IAWC has indirect effects on service and helping behaviors via intrinsic motivation. Furthermore, we expect that career future time perspective mitigates the harmful effects of IAWC on service and helping behaviors. We tested our moderated mediation model using data collected from multiple time points and multiple resources (i.e., hotel employees and their corresponding supervisors). The results show that IAWC indirectly influences service and helping behaviors via intrinsic motivation. In addition, career future time perspective moderated the effects of IAWC, such that the indirect effects of IAWC were weakened when employees' career future time perspective was high. This study extends our understanding of the impacts of IAWC on hospitality employees and the buffering effects of career future time perspective. The theoretical and practical implications of this study are discussed.

Going beyond the curve: Strategic measures to recover hotel activity in times of COVID-19

Hospitality firms are facing unprecedented challenges on a global scale. The catastrophic effects of the COVID-19 pandemic and its multiple devastating global consequences have initiated a profoundly disruptive transformation in the hospitality sector, as firms attempt to adapt their activity to the current uncertain scenario. This study draws on the crisis management literature to identify the key drivers of hotel recovery in the event of a disaster or an external crisis, like current pandemic. A sample of 237 Spanish hotel managers evaluated and ranked the strategic measures. Based on this evidence, measures were statistically examined to identify which ranked as most significant in helping hospitality managers. The results yield valuable theoretical and practical insights to guide hospitality managers towards business adaptation and recovery by highlighting key strategic measures for implementation in the short term.

Lessons from the First Wave of COVID-19. What Security Measures Do Women and Men Require from the Hotel Industry to Protect against the Pandemic?

The tourism sector in general and the hotel sector in particular face the challenge of managing appropriate security measures to deal with the COVID-19 pandemic. In this sense, it is useful to know which measures are most demanded by the clientele. This research, through non-parametric statistics tests, concluded that women are more demanding than men in relation to the security measures to be taken in hotels. More specifically, this research concludes that women are more demanding than men in relation to a set of measures including ensuring good hygiene conditions, the use of disinfectants, the existence of health and information checks, adapting the establishment to WHO recommendations, obtaining quality certification, measuring temperature, the need to provide information on protocols and measures, and the elimination of physical contact between people. This, as a practical application, makes it possible to know more accurately about the safety requirements of sex-segmented customers in the face of future health crises, allowing tourist managers to offer safer destinations and the hotel sector better health conditions for their clients.

The Impact of a Global Crisis on Areas and Topics of Tourism Research

Tourism research has placed considerable emphasis on the pandemic and its impact, which is not surprising given the impact of the pandemic on tourism. However, what specifically do tourism scholars write about the pandemic and its consequences for tourism? What new insights does the literature on COVID-19 provide to guide our practice in sustainable tourism? The pandemic can be seen as a sustainability challenge. Dealing with the pandemic and other sustainability challenges like climate change will not require exactly the same remedies, but the same kind, building resilience, adaptivity, flexibility, collaboration, and co-creation. We thus argue that the literature on tourism and the pandemic may function as a “thermometer” of the way scholars view sustainability and tourism, and that exploring this literature gives us a space to reconsider our understanding of sustainable tourism. Therefore, we have conducted a literature review of the COVID-19 literature on tourism in 2020. A total of 87 articles, in 17 journals, from 4 databases were analyzed to explore how current scholars perceive COVID-19 and tourism, in light of sustainability perspectives. As a result, through the content analysis, this study has found six leading themes in COVID-19 and tourism and has provided valuable information with descriptive statistical analysis for its distributions by theory, methodology, and study area.

The Sustainability of Using Domestic Tourism as a Post-COVID-19 Recovery Strategy in a Distressed Destination

Tourism is a critical contributor to the gross domestic product, especially among developing countries like Zimbabwe. Zimbabwe is a tourist destination that relies more on international travellers, a market which has been affected by the novel coronavirus. The purpose of this study is to establish the perceptions of domestic travellers and tourism managers on the sustainability of using domestic tourism as strategic responses to the impacts of the coronavirus. This study employs a qualitative methodology to examine the perceptions of the demand and supply side regarding the recovery options for Zimbabwean tourism post-pandemic. Online interviews with demand and supply participants were conducted. Data were analysed using thematic analysis, and the results were discussed. Results show that domestic tourism as a recovery option is unstainable due to the challenges that Zimbabwe is facing, beyond the coronavirus.