The learning model of crisis management: the COVID-19 case in the hospitality industry

Purpose This study aims to explore the underlying mechanisms that support the resilience of the Chinese hospitality industry during and after the COVID-19 epidemic. Design/methodology/approach Content analysis was applied to 133 manually collected text articles about COVID-19 responses and strategies. Findings A two-step learning model (emergency reaction, precautions and prevention stages) was identified in the study. In the emergency reaction step, the primary strategies were related to customers, employees, suppliers and facility/food. In the precautions and prevention step, the strategies were related to customers, employees, suppliers and society/public relations. Multiple stakeholders are discussed in the two circles over a continual process in the learning, reacting and adapting stages. Originality/value A gap in the literature is filled by this study, providing a learning model and synthesizing various strategies applied in the hotel sector for multiple stakeholders.