Crisis Management Of Hotels In Thailand: An Application Of Importance-Performance Analysis
This study investigated hotel crisis management instruments within the context of the Thai hotel industry. Based on a review of the literature, an unstructured personal interview with hotel managers as well as a modification of a previously conducted study in , a list of instruments concerning crisis management was indicated and categorized into four groups; marketing, human resources, maintenance, and government. The study employed an importance-performance analysis (IPA) which is extensively applied in the hospitality sector for measuring service quality. An analysis focused on two dimensions of predetermined crisis instrument, the importance and performance. The finding was exhibited on a simply explicated two-dimensional grid. The grid with instrument assessment of crisis management was interpreted for further management application.
Index Terms - Importance-performance analysis (IPA), Crisis instruments, Crisis management.