hospitality crisis management practices

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International Journal of Hospitality Management xxx (2010) xxx–xxx

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International Journal of Hospitality Management journal homepage: www.elsevier.com/locate/ijhosman

Hospitality crisis management practices: The case of Indian luxury hotels
Aviad A. Israeli a,∗ , Asad Mohsin b,1 , Bhupesh Kumar c a Department of Hotel and Tourism Management, Ben Gurion University of the Negev, Beer-Sheva 84105, Israel
Department of Tourism & Hospitality Management, The University of Waikato Management School, Private Bag 3105, Hamilton 3240, New Zealand c Banarsidas Chandiwala Institute of Hotel Management & Catering Technology, Guru Govind Singh Indraprastha University, New Delhi, India b a r t i c l e

i n f o

Article history:
Received 23 January 2010
Received in revised form 29 June 2010
Accepted 29 June 2010
Keywords:
Hospitality
Crisis management
Importance-performance analysis (IPA)

a b s t r a c t
This study examines hospitality crisis management practices within the context of the Indian hospitality industry. The study is a replication of a study previously conducted in Israel. The study employs a questionnaire that evaluates the importance and usage of four themes of practices: marketing, hotel maintenance, human resources and governmental assistance. The findings illustrate which practices managers consider important and which practices managers actually use during a crisis. The paper concludes with recommendations for future research and management of crises.
© 2010 Elsevier Ltd. All rights reserved.

1. Introduction
The literature on crisis management in the hospitality industry has gone through significant developments in recent years.
This was done due to the unfortunate circumstances in which many countries experienced different crisis situations. For example, September 11, 2001 marked a significant change in the impact
of

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