Date of Award
Hospitality & Tourism Management
Hotel, Restaurant and Tourism Administration
Dr. Han Chen
This study investigated furloughed hotel employee’s intention to stay (ITS), with their hotel and hotel industry, based upon the impact of crisis communication strategy, perceived organizational support (POS), job insecurity, and job affect following a crisis. A 2 (crisis communication strategy: apology vs. excuse) × 2 (POS: high vs. low) between subjects, factorial design was employed. The study found that apology strategy and high POS result in lower job insecurity among furloughed hotel employees. A negative correlation was also found between job insecurity and ITS with the hotel industry. These findings may support practical and theoretical implications for hoteliers, specifically on how to reduce turnover costs for hotels in a crisis and how to mitigate negative employee perceptions towards their employer during a crisis. Furthermore, recommendations on how to effectively communicate and express support to furloughed employees during a crisis could increase employees ITS with their hotel following a crisis.
Chapital, Tabitha A., "Crisis Communication and Furloughed Hotel Frontline Employees’ Intention to Stay: The Role of Perceived Organizational Support, Job Insecurity, and Job Affect" (2021). University of New Orleans Theses and Dissertations. 2923.