The purpose of this study was to analyze the relationships between hospitality organizations’ crisis response during the COVID-19 pandemic with hospitality employees’ attitudes and behaviors. Data was collected using a survey distributed on Amazon Mechanical Turk (MTurk) targeting hospitality industry employees. The findings reveal that crisis response is related to psychological well-being, job satisfaction, and organizational commitment among hospitality industry employees. This study broadens the scope of crisis management literature in the hospitality field. Furthermore, it establishes the significance of effective crisis response for hospitality industry employees’ well-being and positive outcomes.


crisis response, situational crisis communication theory (SCCT), psychological well-being, job satisfaction, organizational commitment

ORCID Identifiers

Jessica Wiitala: https://orcid.org/0000-0001-5226-6992

Trishna Mistry: https://orcid.org/0000-0002-6556-5112



Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial 4.0 License



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