Rights statement: This is the author’s version of a work that was accepted for publication in Tourism Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Tourism Management, 84, 2021 DOI: 10.1016/j.tourman.2020.104257
Accepted author manuscript, 937 KB, PDF document
Available under license: CC BY-NC-ND
Final published version
Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
}
TY - JOUR
T1 - Evolution of hoteliers' organizational crisis communication in the time of mega disruption
AU - Wong, IpKin Anthony
AU - Ou, Juanjuan
AU - Wilson, Andrew
N1 - This is the author’s version of a work that was accepted for publication in Tourism Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Tourism Management, 84, 2021 DOI: 10.1016/j.tourman.2020.104257
PY - 2020/11/19
Y1 - 2020/11/19
N2 - This research note explores the evolutionary process of corporate crisis communication to understand how international hotel enterprises respond to the COVID-19 crisis. Corpus linguistics was used as a computer-aided approach in assessing a large collection of naturally occurring texts. Press releases from hotel corporations listed in Fortune 500 within the period of January to March 2020 were curated and built into three corpora. Lexical patterns that evolved over the course of the first quarter of 2020 reveal that the lodging industry did not fully prepare for the crisis until March, while management was still dwelling on their past achievements even in February 2020. The overall tone, pre-crisis, reflected top management's demonstration of success and performance, attributed to the CEOs themselves; while it completely changed during the crisis. This study draws upon crisis management and organizational communication streams of work to advance prevailing theoretical accounts of organizational crisis communication.
AB - This research note explores the evolutionary process of corporate crisis communication to understand how international hotel enterprises respond to the COVID-19 crisis. Corpus linguistics was used as a computer-aided approach in assessing a large collection of naturally occurring texts. Press releases from hotel corporations listed in Fortune 500 within the period of January to March 2020 were curated and built into three corpora. Lexical patterns that evolved over the course of the first quarter of 2020 reveal that the lodging industry did not fully prepare for the crisis until March, while management was still dwelling on their past achievements even in February 2020. The overall tone, pre-crisis, reflected top management's demonstration of success and performance, attributed to the CEOs themselves; while it completely changed during the crisis. This study draws upon crisis management and organizational communication streams of work to advance prevailing theoretical accounts of organizational crisis communication.
KW - corpus linguistics
KW - organizational communication
KW - hotel
KW - crisis
KW - coronavirus
U2 - 10.1016/j.tourman.2020.104257
DO - 10.1016/j.tourman.2020.104257
M3 - Journal article
VL - 84
JO - Tourism Management
JF - Tourism Management
SN - 0261-5177
M1 - 104257
ER -