Exploring the Impacts of Internal Crisis Communication on Tourism Employees Insights from a Mixed-methods Study
Keywords
Employee turnover; Employer-employee relationship; Internal crisis communication; Mixed-methods; Transparent communication
Abstract
Internal crisis communication is a critical yet understudied component in crisis management in tourism and hospitality management. Guided by the language expectancy theory, this study tested the effects of message frequency and transparency on internal crisis communication outcomes among tourism employees. This study adopted a mixed-methods approach. The qualitative component included 20 interviews, and the quantitative component involved a national survey of 804 completed responses from tourism workers. The qualitative findings showed that following the onset of a major crisis, tourism employees often expect timely and transparent communication from their employers. Effective communication enhances the employer-employee relationships and employers' commitment to the organization. The quantitative findings supported these notions and indicated that transparent internal crisis communication reduces turnover intentions. The findings provide insights into conceptualizing internal crisis communication in tourism by incorporating message frequency and transparency. This paper also offers practical implications and suggests several future research areas.
Publication Date
1-1-2024
Original Citation
Liu-Lastres, B., Wen, H., & Okumus, F. (2024). Exploring the impacts of internal crisis communication on tourism employees insights from a mixed-methods study. Tourism Management, 100, N.PAG. https://doi.org/10.1016/j.tourman.2023.104796.
Document Type
Paper
Language
English
Source Title
Tourism Management
Volume
100
Copyright Status
Unknown
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Liu-Lastres, Bingjie; Wen, Han; and Okumus, Fevzi, "Exploring the Impacts of Internal Crisis Communication on Tourism Employees Insights from a Mixed-methods Study" (2024). Faculty Scholarship and Creative Works. 1269.
https://stars.library.ucf.edu/ucfscholar/1269