Effect of COVID-19-Induced Changes on Job Insecurity, Presenteeism, and Turnover Intention in the Workplace-An Investigation of Generalized Anxiety Disorder among Hotel Employees Using the GAD-7 Scale

In this study, we investigated COVID-19 ' s (coronavirus disease 2019's) effect on job insecurity, presenteeism, and turnover intention in hotel environments by measuring hotel staffs' generalized anxiety disorder (GAD-7) levels. We surveyed 351 hotel employees from the office, facilities, food and beverage, and cooking departments. Convenience sampling was performed from December 2021 to March 2022. Job insecurity was measured with seven items (easily annoyed, tension, anxiety, nervousness, a lot of worry, fear, uncontrollable worry, restlessness, and discomfort) and demonstrated a significantly positive effect on presenteeism and turnover intention in the high GAD-7 group compared with the low GAD-7 group. Our study contributes academic value to research on GAD-7 in the hotel industry. In addition, it provides a theoretical basis for the relationship between job insecurity and hotel employees' psychological response to the pandemic. Based on the findings, we recommend periodically implementing the GAD-7 scale for employee assessments. Consequently, hotel companies can create guidelines for human resource management post-COVID-19.

Consumption coping to deal with pandemic stress: impact on subjective well-being and shifts in consumer behavior

PurposeThis study aims to investigate the role of consumption coping in managing collective tragedy stress and stress outcomes using the COVID-19 pandemic context. Design/methodology/approachA mixed-method study with a sample size of 931 was conducted to develop the questionnaire, followed by a quantitative study with 1,215 respondents to test the hypotheses. FindingsThe results of this study empirically validated the use of consumption coping and found it effective in managing collective tragedy stress and its outcomes (subjective well-being and continuance intention). Research limitations/implicationsThis study advances the literature on stress coping in a collective tragedy context, with a specific focus on consumption coping. Practical implicationsThe COVID-19 pandemic has affected all elements of the marketing mix. Understanding pandemic-induced stress and the role of consumption coping can help managers to proactively formulate strategic responses suitable for changing consumer habits. Social implicationsThe COVID-19 pandemic has affected all elements of the marketing mix. Understanding pandemic-induced stress and the role of consumption coping can help managers to proactively formulate strategic responses suitable for changing consumer habits. This should lead to better social outcomes. Originality/valueThis study developed a scale for pandemic-induced stress that integrates various well-established theories to identify the role of consumption coping in managing collective tragedy stress and the psychological mechanism behind the shift in consumer behavior after a collective tragedy.

Navigating a crisis: do exploration and exploitation help SMEs when they respond to COVID-19 disruption?

This study investigates the validity of exploitation and exploration when small- and medium-sized enterprises (SMEs) navigate a highly uncertain time. Although balancing the two strategies has been thought to lead to improved firm performance in general, a combined approach appears to be problematic for SMEs due to a lack of feasibility. We theorise that the effectiveness may vary depending on a fit between the strategies and the environmental contingencies. In doing so, we considered two potential environmental contingencies of a crisis for SMEs: loss of demand and loss of supply. To put our theory to the test, we gathered 224 responses from business leaders and key individuals from Korean start-ups and tested the effectiveness of crisis management strategies. Our findings support the validity of both exploitation and exploration when firms face a loss of demand, but not a loss of supply. It implies that the effectiveness of exploration and exploitation is contingent upon a specific form of crisis experienced at the firm level.

Social CRM: linking the dots of customer service and customer loyalty during COVID-19 in the hotel industry

Purpose Social customer relationship management (SCRM) is an evolving strategy gaining prominence in the hotel industry by cultivating new, improved relationships through engaging customers on social media (SM) platforms. Accordingly, this study aims to assess the effect of SCRM on customer service and customer loyalty (CL) in the hotel industry. This study also explores the moderating effect of COVID-19 (EC) on the relationship between (customer engagement [CE] and improved customer service [ICS]) and (CE and trust [TR]). Design/methodology/approach This study develops and tests the SCRM model using structural equation modelling on a sample size of 214 responses. The questionnaire was administered online to the customers of five preselected global hotel chains. The criteria for selecting the participants were that they must have tweeted from their Twitter handle by using # (hashtag) hotel name to resolve any customer service issues. Findings Results denote that CE significantly impacts ICS. CE was also found to exert a substantial effect on TR. The moderating EC was also found to be significant, but the effect was weak. Although the customers were extensively impacted by the pandemic and were initially hesitant to visit hotels, SCRM proved to be a powerful tool to gain back customer trust (CT) and develop CL by upsurging the shadows of COVID-19. Practical implications This study suggests that viable enforcement of the SCRM system can assist in real-time monitoring and tracking of customers' activities. This can develop a more profound connection with customers through CE which can boost the co-innovation process. Originality/value This study denotes a pioneer attempt to investigate the relationships between SCRM, CE, CT, ICS, CL and COVID-19 in the same framework in a SM context.

Strategic responses of the family businesses in accommodation industry: lessons for overcoming crises

Purpose The purpose of this study is threefold: 1) to examine the relevance of specific strategic orientations for family businesses in the context of an intense crisis such as the COVID-19 pandemic;2) to investigate the role of a family adaptability in surviving the crisis;and 3) to assess how proactive strategic responses connected with marketing or retrenchment responses connected with reducing costs relate to the expected survival of the crisis. Design/methodology/approach The method adopted is a quantitative research approach. The theoretical framework uses a partial least squares structural equation modeling (PLS-SEM) for the data collected from an online survey of a sample of 544 family businesses in the accommodation industry. Findings This paper makes three main findings. First, family businesses that invest in operational marketing actions as a strategic response to the crisis have a high expectation of surviving the crisis. Second, family businesses that reduce their operational and labor costs as a strategic response have a low expectation of surviving the crisis. Third, the family business's adaptability is also fundamental to their expectation of survival. Originality/value This is the first paper to identify the possible reactions of family businesses to the COVID-19 crisis. the authors show that there are proactive or retrenchment strategic responses, and the authors relate those responses to the expectancy of surviving the crisis. This is also the first study to examine the relevance of family adaptability as a measure of the resilience of family businesses and, therefore, as a determinant of the expectation of surviving the crisis.

Capabilities for enhancing supply chain resilience and responsiveness in the COVID-19 pandemic: exploring the role of improvisation, anticipation, and data analytics capabilities

Purpose This study aims to identify critical capabilities to address unforeseen and novel disruptions, such as those instigated by COVID-19, and explore their role as essential enablers of supply chain resilience and responsiveness, leading to improved performance. Design/methodology/approach The structural equation modeling technique was employed for analyzing the proposed associations using survey data from 206 manufacturers operating during the COVID-19 pandemic in a developing country, Pakistan. Findings Key findings show how improvisation and anticipation act distinctly yet jointly to facilitate supply chain resilience and responsiveness during the COVID-19 pandemic. Also, data analytics capability positively affects anticipation and improvisation, which mediate the effect of data analytics on supply chain resilience and responsiveness. Research limitations/implications The findings contribute to the theoretical and empirical understanding of the existing literature, suggesting that a combination of improvisation, anticipation and data analytics capabilities is highly imperative for enhancing supply chain resilience and responsiveness in novel and unexpected disruptions. Originality/value This is the first study to examine the impact of data analytics on improvisation and anticipation and the latter as complementary capabilities to enhance supply chain resilience and responsiveness. The empirical investigation explores the interplay among data analytics, improvisation, and anticipation capabilities for enhancing supply chain resilience, responsiveness, and performance during the unforeseen and novel disruptions, such as brought to bear by the COVID-19 pandemic.

Eustress and Distress in the Context of Telework

The COVID-19 pandemic brought about a surge in telework, with many organizations using telework to continue operations. Teleworkers are subject to stress due to the demands of working from home. Despite the common view of stress as being detrimental, stress can also be beneficial. In this paper, the authors investigate two forms of stress, eustress (beneficial stress) and distress (detrimental stress), using a theoretically-derived model that includes antecedents and outcomes of eustress and distress. They test the model using data from a survey of 525 American teleworkers. Results indicate that job resources (autonomy, managerial support, and technical support) and personal resources (resilience and self-efficacy) affect eustress while job demands (work overload, social isolation, and resource inadequacies) affect distress. Eustress is positively associated with job and telework satisfaction and negatively associated with telework exhaustion. Distress has the opposite effects. The findings hold implications for researchers and practitioners.

The same only different? How a pandemic shapes consumer organic food purchasing

Organic food consumption is seen as a key strategy to alleviate both environmental and health problems. Although consumer purchasing of organic food has regularly been studied, major gaps exist in the literature. Knowledge is missing on how contextual factors, such as pandemics (e.g., COVID-19 pandemic), affect individuals' purchasing of organic food. Therefore, the aim of this research is to examine the effect of a pandemic on organic food purchasing. To provide evidence on this effect, data collected at two points in time (before the COVID-19 pandemic and during the first wave of the COVID-19 pandemic) from 429 German consumers was analyzed with structural equation modeling. The results showed that pandemics positively influence both consumer quality consciousness (beta = .116) and health consciousness (beta = .106) and thereby enhance organic food purchasing. However, pandemics were not found to shape a consumers' environmental consciousness (beta = -.005). Additional analyses showed that the effects of a pandemic are not equal for all consumer segments and that consumers' income occupies-different than consumers' age, gender, and education-a decisive role. For instance, pandemics promote consumers' health consciousness only for consumers of lower than of higher income. These findings yield the diverse implications for practitioners and public policy.