Paraskevas, Alexandros ORCID: https://orcid.org/0000-0003-1556-5293 and Guix, Mireia (2023) Navigating the uncharted: a crisis response mix to creeping ‘unknowns’. Tourism Management, 98. p. 104777. ISSN 0261-5177

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Abstract

Creeping crises have received limited attention in crisis management. With a backdrop of COVID-19, we explore how tourism organisations can address unprecedented creeping crises. We propose and test a creeping crisis response matrix qualitatively and quantitatively by analysing 108 earnings calls from 22 hotel groups covering the first 16 months of the pandemic. Some cannot detect creeping crises during the incubation periods or the later re-emergence, whereas early exposure gives an advantage in crisis response. Contrary to conventional wisdom, organisational responses to unknown crises are not always reactive, with organisations deploying a varied mix of responses (reactive, adaptive, protective and proactive) even in the early stages of a crisis. As the framing of the crisis improves, crisis responses shift from survival to full-on experimentation, to response by design and then to response by protocol. The proposed matrix can be used as a response roadmap for navigating future, unknown, creeping crises.

Item Type:	Article
Identifier:	10.1016/j.tourman.2023.104777
Keywords:	Creeping crisis, Crisis response, COVID-19, Determinism, Unknown-unknowns, Crisis management
Subjects:	Hospitality and tourism > Hospitality > Hotel management Hospitality and tourism > Tourism > Tourism management
Related URLs:	Publisher
Depositing User:	Alexandros Paraskevas
Date Deposited:	17 Apr 2023 14:00
Last Modified:	06 Feb 2024 16:14
URI:	https://repository.uwl.ac.uk/id/eprint/9932

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