Stakeholders of the world, unite!: Hospitality in the time of COVID-19

Ana Isabel Canhoto; Liyuan Wei

doi:10.1016/j.ijhm.2021.102922

Stakeholders of the world, unite!: Hospitality in the time of COVID-19

Int J Hosp Manag. 2021 May:95:102922. doi: 10.1016/j.ijhm.2021.102922. Epub 2021 Mar 27.

Authors

Ana Isabel Canhoto¹, Liyuan Wei¹

Affiliation

¹ Brunel Business School, College of Business, Arts and Social Sciences, Brunel University, Uxbridge, Middlesex UB8 3PH, United Kingdom.

Abstract

The COVID-19 pandemic created a global, complex crisis, without a clear end in sight, presenting an existential threat to many hospitality businesses. Drawing on stakeholder theory, we develop a framework for recovery strategy development for COVID-19, which engages salient stakeholders in the process of recognizing challenges, rationalizing changes needed and refashioning ways of working. The framework is used to analyze the process of development of a recovery strategy for a boutique hotel in England, UK, via a case study methodology. The analysis brings to the fore the interdependencies between the hotel owners and its employees, customers, governments, suppliers and communities, at local, national and international levels. Moreover, the analysis shows how collaborating with these stakeholders leads to the identification of revenue streams for the hotel, operational modifications and even the development of new commercial partnerships.

Keywords: COVID-19; Crisis and disaster management; Globalization; Hospitality; Stakeholders; Strategy.