Hotel employee perceived crisis shocks: Conceptual and scale development

Abstract

Limited research assesses the impacts of crises on hotels from the individual employee perspective, and hotel employee perceived crisis shocks (HEPCS) lack empirical investigation and scale development. This mixed-method research conceptualized HEPCS and validated a measurement scale for HEPCS through three studies. In Study 1, 99 employees from 24 hotels were interviewed. The results showed that HEPCS was composed of the six dimensions of perceived shock: performance, task, occupation, mental, health, and family and life. In Study 2, the initial measurement items for HEPCS were generated, and 313 valid responses were collected for exploratory factor analysis. Study 3 had 931 valid respondents whose data were collected for confirmatory factor analysis and validation of the factor structure generated in Study 2. This research provides a new perspective and valid measurement scale for hotel crisis impact research as well as a theoretical basis for the establishment of hotel crisis response strategies.