Tourism Crisis Management: A Strategic Analysis of the Hospitality Industry's Resilience in Response to Global Pandemics and Natural Disasters

Abstract

In an era defined by global disruptions, the resilience of the hospitality industry has become paramount. This study develops and tests a novel integrated model to examine how crisis management strategies, technology adoption, communication approaches, leadership styles and financial resource allocation influenced the resilience of China's hospitality sector during recent pandemics and natural disasters. A mixed-method approach was employed, using structured questionnaires and case studies collected from senior managers, operational staff and government liaisons across hotels, restaurants, travel agencies, the meetings, incentives, conferences and events (MICE) sector and tourism attractions. Data were analyzed using PLS-SEM 4. Results confirmed that robust crisis management strategies significantly enhanced resilience, with organizational learning acting as a vital mediator by converting past crisis insights into adaptive capacity. Furthermore, government support positively moderates these effects, demonstrating that targeted policies and aid amplify strategic efficacy. The findings offer an actionable roadmap for industry practitioners to prioritize technological integration, strengthen communication and adopt adaptive leadership. For policymakers, the study underscores the critical importance of tailored support measures, such as financial aid and regulatory flexibility, in building a more resilient hospitality ecosystem. Its primary originality lies in investigating the dual roles of organizational learning as a critical mediator and government support as a key moderator within these relationships. By integrating existing literature with crisis management frameworks, this research offered a comprehensive model of hospitality resilience in the Chinese context, advancing understanding of post-crisis recovery.