Examining Employees' Affective and Behavioral Responses to Internal Crisis Communication in Times of COVID-19

Keywords

COVID-19; Internal crisis communication; Organizational resilience; Turnover intentions

Abstract

Communication is an essential component of crisis management strategies in hospitality and tourism. This study aimed to build on the integrated internal crisis communication framework. This study employed qualitative and quantitative data collection methods. Following a preliminary qualitative study, a conceptual model was developed and tested with a total of 806 responses. The results showed that the approach and content of internal crisis communication messages directly affected employees' evaluations of their organizations' crisis management efforts and their psychological safety, both of which further affected their perceived social resilience and turnover intentions. Furthermore, the results of multigroup analyses revealed the different impacts of internal crisis communication on participants who were in full-time positions vs. part-time positions and salaried employees vs. hourly employees. Finally, theoretical and practical implications were provided based on the research findings.

Publication Date

5-2023

Original Citation

Liu-Lastres, B., Wen, H., & Okumus, F. (2023). Examining employees’ affective and behavioral responses to internal crisis communication in times of COVID-19. International Journal of Hospitality Management, 111, N.PAG. https://doi.org/10.1016/j.ijhm.2023.103494

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

111

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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