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

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

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.

COVID-19, uncertainty, hospitality, leader‐member exchange, self-determination theory, work resilience
1467-3584
88-100
Lai, Yi-Ling
68180d86-8865-4c85-8045-e0086d4cd476
Cai, Wenjie
29c3d2d6-4ebc-40af-a3d7-9422027d0964
Lai, Yi-Ling
68180d86-8865-4c85-8045-e0086d4cd476
Cai, Wenjie
29c3d2d6-4ebc-40af-a3d7-9422027d0964

Lai, Yi-Ling and Cai, Wenjie (2023) Enhancing post‐COVID-19 work resilience in hospitality: a micro-level crisis management framework. Tourism and Hospitality Research, 23 (1), 88-100. (doi:10.1177/14673584221075182).

Record type: Article

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.

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Accepted/In Press date: 11 March 2022
e-pub ahead of print date: 11 March 2022
Published date: 1 January 2023
Keywords: COVID-19, uncertainty, hospitality, leader‐member exchange, self-determination theory, work resilience

Identifiers

Local EPrints ID: 476983
URI: http://eprints.soton.ac.uk/id/eprint/476983
ISSN: 1467-3584
PURE UUID: 72796eda-cc9a-4d69-baad-a8402696cbc5
ORCID for Yi-Ling Lai: ORCID iD orcid.org/0000-0002-2161-6686

Catalogue record

Date deposited: 23 May 2023 16:32
Last modified: 22 Jun 2023 02:00

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Contributors

Author: Yi-Ling Lai ORCID iD
Author: Wenjie Cai

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