Developing an Integrated Crisis Management Mechanism for Chinese Hotel Chains—Addressing Challenges in the Post-COVID Era

Abstract

The hospitality and tourism industries, particularly the hotel sector, have consistently been vulnerable to crises, with external factors like political, economic, and environmental changes exacerbating this susceptibility. The research aims to evaluate how hotels in China managed crises during and after the pandemic, focusing on the roles of various stakeholders in the crisis management process. The study seeks to explore the crisis management mechanisms employed by these hotels and propose a framework that considers the needs of all stakeholders. This study employs a quantitative research approach, using a self-administered 5-point Likert scale questionnaire. The study's population includes hotel managers, front-line staff, and key stakeholders such as local government officials and representatives from hotel associations, with 387 valid samples obtained through purposive sampling.Regression analysis and Structural Equation Modeling (SEM) were used to test the hypotheses and analyze the relationships between the variables. The research findings are: 1)Perception of Crisis significantly correlates with Crisis Management Strategies (r = 0.513, p < 0.001) and Hotel Organizational Trust (r = 0.528, p < 0.001). 2) Perception of Crisis (β = 0.532, p < 0.001) and Human Resource Policy (β = 0.571, p < 0.001) positively influence Crisis Management Strategies. 3) Crisis Communication (β = 0.186, p < 0.001) and Training (β = 0.203, p < 0.001) significantly impact Hotel Organizational Trust. 4) Crisis Management Strategies (β = 0.396, p < 0.001) positively affect Marketing Strategy, while Hotel Organizational Trust (β = -0.015, p > 0.05) does not. 5) Creative Marketing Strategies (β = 0.553, p < 0.001) enhance Post-Pandemic Hotel Performance. 6) SEM results confirm strong model fit (χ²/df = 1.137, RMSEA = 0.019, SRMR = 0.037, TLI = 0.981, CFI = 0.982). 7) Regression analysis shows significant positive relationships, particularly Perception of Crisis (β = 0.134, p = 0.007) with Crisis Management Strategies.