Abstract
This study investigates the professional experiences of executives in gambling and hospitality organizations from jurisdictions around the world during the COVID-19 pandemic. This qualitative research uses semistructured interviews centering around three phases of crisis management:preparedness, in terms of crisis/disaster plans before COVID-19; response, addressing topics such as current COVID-19 crisis management, employment conditions, and marketing strategies; andfuture, concerning future plans for investments and expected changes in customers' behaviors. Leaders' predictions of customers' behaviors, especially with regard to the use of online platforms, can help set the foundation for future technology-based service interactions. Moreover, this analysis investigates how the COVID-19 crisis can represent an opportunity for innovation and diversification, especially in terms of new technologies and corporate social responsibility. Future research opportunities in crisis management in hospitality are discussed.
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