Lai, Yi-Ling and Cai, Wenjie ORCID: 0000-0002-1505-7240 (2022) Enhancing post-COVID-19 work resilience in hospitality: a micro-level crisis management framework. Tourism and Hospitality Research, 23 (1). pp. 88-100. ISSN 1467-3584 (Print), 1742-9692 (Online) (doi:https://doi.org/10.1177/14673584221075182)

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Abstract

COVID-19 has led to immense impacts on the hospitality sector, putting millions of jobs at risk. The uncertainty has resulted in significant psychological effects on service staff. Developing on micro-level interpersonal interactions between line managers and service staff, this article aims to propose a bottom-up approach to alleviate service staff’s anxiety and enhance their work resilience during and after the pandemic. The proposed conceptual framework synthesised the personal uncertainty constructs, self-determination theory (SDT), and leader-member exchange (LMX) to address the psychological issues that emerged from a prolonged ambiguous and unsettled period. The framework proposes that interpersonal exchanges at the micro-level can strengthen service staff’s intrinsic motivation and resilience. This article offers new insights into crisis management research and practice in the hospitality sector by developing a people-centred approach. At the micro-level, this framework offers a holistic strategy, including a flat team structure, uncertainty-embracing organisational environment, transparent decision-making process, and sympathetic behaviours from leaders to facilitate service staff to develop greater coping mechanisms for the unknown future. Furthermore, this framework provides organisations preliminary guidelines to establish a longitudinal preventive strategy to strengthen employees’ work resilience.

Item Type:	Article
Uncontrolled Keywords:	uncertainty, COVID-19, work resilience, leader-member exchange, hospitality, self-determination theory
Subjects:	G Geography. Anthropology. Recreation > GV Recreation Leisure H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management H Social Sciences > HE Transportation and Communications
Faculty / School / Research Centre / Research Group:	Faculty of Business Faculty of Business > Department of Marketing, Events & Tourism Faculty of Business > Tourism Research Centre
Related URLs:	Publisher
Last Modified:	12 Jul 2023 15:50
URI:	http://gala.gre.ac.uk/id/eprint/34734

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