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    Enhancing post‐COVID-19 work resilience in hospitality: a micro-level crisis management framework

    Lai, Yi-Ling and Cai, W. (2023) 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.

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    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
    Keyword(s) / Subject(s): Uncertainty, COVID-19, work resilience, leader‐member exchange, hospitality, self-determination theory
    School: Birkbeck Faculties and Schools > Faculty of Business and Law > Birkbeck Business School
    Depositing User: Yi-Ling Lai
    Date Deposited: 18 May 2022 10:10
    Last Modified: 02 Aug 2023 18:15


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