Date of Award

12-2021

Degree Type

Thesis

Degree Name

M.S.

Degree Program

Hospitality & Tourism Management

Department

Hotel, Restaurant and Tourism Administration

Major Professor

Dr. Han Chen

Second Advisor

Yvette Green

Third Advisor

Bridget Bordelon

Abstract

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.

Rights

The University of New Orleans and its agents retain the non-exclusive license to archive and make accessible this dissertation or thesis in whole or in part in all forms of media, now or hereafter known. The author retains all other ownership rights to the copyright of the thesis or dissertation.

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