“Sanitary measures, social distancing, safety”: The evolution of Swiss hoteliers’ Covid-19 communication through three snapshots

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Tourism and Hospitality Research Pub Date : 2023-03-13 DOI:10.1177/14673584231162279
L. Zizka, Meng-Mei Chen
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引用次数: 1

Abstract

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.
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“卫生措施、社交距离、安全”:瑞士酒店经营者对新冠肺炎传播的演变
自2019年12月首次报告新冠肺炎病毒以来,旅游业一直在努力寻找应对这场前所未有危机的解决方案。在危机期间,组织学习可以发展危机管理和沟通技能,同时增强组织应对危机的应变能力。本研究考察了在过去两年中,瑞士酒店业是否发生了在危机期间进行沟通的组织学习。通过跟踪和可视化瑞士酒店在其网站上传达的信息,本研究通过主题分析、共现分析和情境危机沟通(SCCT)策略,分析了过去20个月酒店经营者采用的沟通策略。这项研究的结果确定了沟通策略随时间的演变。具体而言,讨好、纠正行动、转移、伤害和辩护是五大关键策略。这项研究还将概念图中的危机应对可视化为三个快照(2020年6月、2021年6月和2022年2月)。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策略的精细分析以及对主题和概念的鸟瞰,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。
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来源期刊
Tourism and Hospitality Research
Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
7.40
自引率
8.60%
发文量
63
期刊介绍: Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management
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