Title of Paper

Exploring the Role of Internal Crisis Communication in Creating a Resilient Tourism and Hospitality Workforce: A Mixed-Methods Study

Author Bios (50 Words for each Author)

Dr. Bingjie “Becky” Liu-Lastres is an assistant professor in the Department of Tourism, Event, and Sport Management. Her research agenda aims to promote safe travel and to ensure the health and well-being of tourists, organizations, and other key stakeholders within the tourism and hospitality industry.

Dr. Han Wen is an Assistant Professor in the Department of Hospitality & Tourism Management at the University of North Texas. Dr. Wen’s research interests include foodservice management, food safety and food allergy in restaurants, food safety risk communication, and hospitality education.

Dr. Fevzi Okumus is the CFHLA Preeminent Chair Professor within the Hospitality Services Department at the University of Central Florida’s Rosen College of Hospitality Management. His research areas include competitive advantage, sustainability and green practices, strategy implementation, knowledge management, hotel/lodging management, crisis management, destination marketing, information technology and developing countries.

Abstract (150 Words)

The purpose of this paper is to explore the role of internal crisis communication in creating a resilient tourism and hospitality workforce in the wake of the COVID-19 global pandemic. A mixed-methods approach with an exploratory design was adopted. The qualitative component includes 21 interviews and the quantitative component involves a national survey consists of 804 completed responses from tourism and hospitality workers. The findings show that transparent internal crisis communication improves the employer-employee relationship, which further enhances their organizational commitment. This also provides both theoretical and practical implications regarding how to create resilient, transformative workforce in tourism and hospitality

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Exploring the Role of Internal Crisis Communication in Creating a Resilient Tourism and Hospitality Workforce: A Mixed-Methods Study

The purpose of this paper is to explore the role of internal crisis communication in creating a resilient tourism and hospitality workforce in the wake of the COVID-19 global pandemic. A mixed-methods approach with an exploratory design was adopted. The qualitative component includes 21 interviews and the quantitative component involves a national survey consists of 804 completed responses from tourism and hospitality workers. The findings show that transparent internal crisis communication improves the employer-employee relationship, which further enhances their organizational commitment. This also provides both theoretical and practical implications regarding how to create resilient, transformative workforce in tourism and hospitality