The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi

Since the pandemic, the hotel industry has been one of the sectors hardest hit. Quarantine, physical distancing, and travel restrictions have caused substantial problems for the hotel industry. To capitalize on the anticipated post-COVID-19 travel boom, hotel operators must swiftly promote their new...

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Main Author:	Riyadi, Agus
Format:	Thesis
Language:	English
Published:	2023
Subjects:	Crisis management Emergency management Inflation Branding (Marketing)
Online Access:	https://ir.uitm.edu.my/id/eprint/98740/1/98740.pdf
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id	my-uitm-ir.98740
record_format	uketd_dc
spelling	my-uitm-ir.987402024-07-24T16:39:12Z The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi 2023 Riyadi, Agus Crisis management. Emergency management. Inflation Branding (Marketing) Hospitality industry. Hotels, clubs, restaurants, etc. Food service Since the pandemic, the hotel industry has been one of the sectors hardest hit. Quarantine, physical distancing, and travel restrictions have caused substantial problems for the hotel industry. To capitalize on the anticipated post-COVID-19 travel boom, hotel operators must swiftly promote their new protocol products and services in response to shifting customer behavior and new norm requirements. It is, therefore, essential to investigate crisis management in terms of how hotel brands can adapt to new norms. This study empirically investigates crisis response brands created by hotels in Indonesia to help them survive the COVID-19 outbreak. Consequently, this study aims to investigate the effect of crisis management on brand performance as influenced by brand reputation and positioning. Crisis management was assessed by signal detection, preparation and prevention, recovery, and learning process as grounded in situational crisis communication theory (SCCT), adding to the body of the crisis management literature. Evaluation of the brand in the aftermath of the COVID-19 pandemic can be an effective method for managing brand reputation, brand positioning, and brand performance. A quantitative cross-sectional survey was adopted to understand crisis management and brand better. The sample for this study consisted of 341 hotel managers from the Indonesian Hotel General Manager Association members participated in this study. The results were analyzed using the Structure Equation Modelling (SEM) via AMOS (version 23.0). Findings showed that crisis management has no direct significant influence on brand performance. This research confirms that the mediating influence of brand reputation and brand positioning will positively influence crisis management and brand performance. This study extends current crisis management and brand performance research, especially in the hotel industry. In light of this finding, hotel managers should not ignore or be ignorant of crisis mitigation and brand management, particularly in terms of brand reputation, brand positioning, and brand performance. 2023 Thesis https://ir.uitm.edu.my/id/eprint/98740/ https://ir.uitm.edu.my/id/eprint/98740/1/98740.pdf text en public phd doctoral Universiti Teknologi MARA (Kampus Puncak Alam) Faculty of Hotel and Tourism Management Jamaluddin, Mohd Raziff
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Jamaluddin, Mohd Raziff
topic	Crisis management Emergency management Inflation Branding (Marketing) Crisis management Emergency management Inflation
spellingShingle	Crisis management Emergency management Inflation Branding (Marketing) Crisis management Emergency management Inflation Riyadi, Agus The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi
description	Since the pandemic, the hotel industry has been one of the sectors hardest hit. Quarantine, physical distancing, and travel restrictions have caused substantial problems for the hotel industry. To capitalize on the anticipated post-COVID-19 travel boom, hotel operators must swiftly promote their new protocol products and services in response to shifting customer behavior and new norm requirements. It is, therefore, essential to investigate crisis management in terms of how hotel brands can adapt to new norms. This study empirically investigates crisis response brands created by hotels in Indonesia to help them survive the COVID-19 outbreak. Consequently, this study aims to investigate the effect of crisis management on brand performance as influenced by brand reputation and positioning. Crisis management was assessed by signal detection, preparation and prevention, recovery, and learning process as grounded in situational crisis communication theory (SCCT), adding to the body of the crisis management literature. Evaluation of the brand in the aftermath of the COVID-19 pandemic can be an effective method for managing brand reputation, brand positioning, and brand performance. A quantitative cross-sectional survey was adopted to understand crisis management and brand better. The sample for this study consisted of 341 hotel managers from the Indonesian Hotel General Manager Association members participated in this study. The results were analyzed using the Structure Equation Modelling (SEM) via AMOS (version 23.0). Findings showed that crisis management has no direct significant influence on brand performance. This research confirms that the mediating influence of brand reputation and brand positioning will positively influence crisis management and brand performance. This study extends current crisis management and brand performance research, especially in the hotel industry. In light of this finding, hotel managers should not ignore or be ignorant of crisis mitigation and brand management, particularly in terms of brand reputation, brand positioning, and brand performance.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Riyadi, Agus
author_facet	Riyadi, Agus
author_sort	Riyadi, Agus
title	The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi
title_short	The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi
title_full	The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi
title_fullStr	The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi
title_full_unstemmed	The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi
title_sort	impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-covid-19 era / agus riyadi
granting_institution	Universiti Teknologi MARA (Kampus Puncak Alam)
granting_department	Faculty of Hotel and Tourism Management
publishDate	2023
url	https://ir.uitm.edu.my/id/eprint/98740/1/98740.pdf
_version_	1811768957716135936

The impact of crisis management on brand reputation and brand positioning towards the performance of upscale hotels in the post-COVID-19 era / Agus Riyadi

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