Crisis management, hotel management, hotelkeepers, crisis management team


Although the crisis management literature addressing the needs of larger organizations is plentiful, little has been written on this subject concerning the lodging industry. This study examines the perceptions and experiences with crisis events among hotel and motel owners/managers located throughout U.S.In particular, we investigate if concern is generated more from the occurrence of a crisis event or from the presence of a crisis management team. The findings reveal that of the lodging facilities surveyed, 59.8%of the 174 respondents indicated they have a crisis management team, and 74% experienced a crisis of some type within the last three years.This study indicates that managers at hotels and motels are generally concerned about crisis events, particularly if their organization has experienced the crisis.

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