Examining the Impact of Crisis Management on Brand Performance of Upscale Hotels in the Post COVID-19 Crisis in Indonesia

Ahmad, N. N., & Jamil, N. N. (2020). Measuring the Financial and Non-financial Performance of Micro-Enterprise in Pahang, Malaysia. International Journal of Academic Research in Business and Social Sciences, 10(10), 706–717. https://doi.org/10.6007/ijarbss/v10-i10/8004
AlBattat, A. R., & Mat Som, A. P. (2013). Emergency Preparedness for Disasters and Crises in the Hotel Industry. SAGE Open, 3(3), 215824401350560. https://doi.org/10.1177/2158244013505604
Aljuhmani, H. Y., & Emeagwali, O. L. (2017). The Roles of Strategic Planning in Organizational Crisis Management: The Case of Jordanian Banking Sector. International Review of Management and Marketing, 7(3), 50–60.
Alkhawlani, M., Mohamed, S., Haderi, A. L., Manaf, A., Ahmed, F. Bin, Fareen, N., & Rahim, A. (2016). Charisma Leadership an Important Determinant for the Crisis Management. International Journal of Business and Social Sciences, 2(2), 12–32. https://doi.org/DOI: 10.30845/ijbss
Alzoubi, R. H. M., & Jaaffar, A. H. (2020). Leadership Styles, Crisis Management, and Hotel Performance: A Conceptual Perspective of The Jordanian Hotel. Journal of Critical Reviews, 7(July), 556–562. https://doi.org/10.31838/jcr.07.10.110
Anderson, J. C., & Gerbing, D. W. (1988). Structural Equation Modeling in Practice?: A Review and Recommended Two-Step Approach. 103(3), 411–423.
Andri, Y. D. (2021). Ribuan Hotel dan Restoran Tutup Permanen Akibat Pandemi Covid-19. Bisnis.Com. https://ekonomi.bisnis.com/read/20210205/12/1352941/ribuan-hotel-dan-restoran-tutup-permanen-akibat-pandemi-covid-19
Anser, M. K., Yousaf, Z., Usman, M., & Yousaf, S. (2020). Towards strategic business performance of the hospitality sector: Nexus of ICT, e-marketing and organizational readiness. Sustainability (Switzerland), 12(4), 1–17. https://doi.org/10.3390/su12041346
Arabadzhyan, A., Figini, P., & Zirulia, L. (2021). Hotels, prices and risk premium in exceptional times: The case of Milan hotels during the first COVID-19 outbreak. Annals of Tourism Research Empirical Insights, 2(2), 100023. https://doi.org/10.1016/j.annale.2021.100023
Badenhausen, K. (2017). The World’s Most Valuable Brands. Forbes, 186, 34.
Baghi, I., & Gabrielli, V. (2021). The role of betrayal in the response to value and performance brand crisis.
Baum, T., Mooney, S. K. K., Robinson, R. N. S., & Solnet, D. (2020). COVID-19’s impact on the hospitality workforce – new crisis or amplification of the norm? International Journal of Contemporary Hospitality Management, 32(9), 2813–2829. https://doi.org/10.1108/IJCHM-04-2020-0314
Bhandari, M., Rodgers, S., & Pan, P. L. (2021). Brand feedback to negative eWOM messages: Effects of stability and controllability of problem causes on brand attitudes and purchase intentions. Telematics and Informatics, 58, 101522. https://doi.org/10.1016/j.tele.2020.101522
Bodeklint, K., Lindhe, A., & Unosson, W. (2017). Crisis Management & Brand Reputation, An exploratory study on crisis management and its effects on brand reputation Authors (Issue May). JÖNKÖPING UNIVERSITY.
BPS- Statistics Indonesia. (2022). Occupancy Rate of Hotel Room 2021 (No. 8403001). https://www.bps.go.id/publication/2022/04/28/2aa9bd3b45a08dbbb0cb1260/tingkat-penghunian-kamar-hotel-2021.html
BPS-Statistics Indonesia. (2020). Pertumbuhan Ekonomi Triwulan II-2020. In BPS-Statistics Indoenesia (No. 64/08/Th. XXIII, 5 Agustus 2020; Issue 64). https://www.bps.go.id/pressrelease/2020/08/05/1737/-ekonomi-indonesia-triwulan-ii-2020-turun-5-32-persen.html
BPS-Statistics Indonesia. (2021). Occupancy Rate of Hotel Room 2020. https://www.bps.go.id/publication/2021/06/30/f619ff6c476420590147dbcf/tingkat-penghunian-kamar-hotel-2020.html
Brace, I. (2013). Questionnaire Design: How to Plan, Structure and Write Survey Material for Effective Market Research (Market Research in Practice) (3rd ed.). Kogan Page Publishers.
Breier, M., Kallmuenzer, A., Clauss, T., Gast, J., Kraus, S., & Tiberius, V. (2021). The role of business model innovation in the hospitality industry during the COVID-19 crisis. International Journal of Hospitality Management, 92, 102723. https://doi.org/10.1016/j.ijhm.2020.102723
Bundy, J., Pfarrer, M. D., Short, C. E., & Coombs, W. T. (2017). Crises and Crisis Management: Integration, Interpretation, and Research Development. In Journal of Management (Vol. 43, Issue 6). https://doi.org/10.1177/0149206316680030
Çalik, M., Altunisik, R., & Sütütemiz, N. (2013). BÜTÜNLE??K PAZARLAMA ?LET???M?, MARKA PERFORMANSI VE PAZAR PERFORMANSI ?L??K?S?N?N ?NCELENMES?. Uluslararas? Yönetim ?ktisat ve ??letme Dergisi, 9(19), 137–161.
Carlson, J., Wyllie, J., Rahman, M. M., & Voola, R. (2019). Enhancing brand relationship performance through customer participation and value creation in social media brand communities. Journal of Retailing and Consumer Services, 50(xxxx), 333–341. https://doi.org/10.1016/j.jretconser.2018.07.008
Carvell, S. A., Canina, L., & Sturman, M. C. (2016). A Comparison of the Performance of Brand-Affiliated and Unaffiliated Hotel Properties. Cornell Hospitality Quarterly, 57(2), 193–201. https://doi.org/10.1177/1938965516631014
Chang, Y., Wang, X., & Arnett, D. B. (2018). Enhancing firm performance: The role of brand orientation in business-to-business marketing. Industrial Marketing Management, 72(17), 17–25. https://doi.org/10.1016/j.indmarman.2018.01.031
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255
Chin, W. W. (1998). The Partial Least Squares Approach to Structural Equation Modeling. In G. A. Marcoulides (Ed.).Modern methods for business research (pp. 295–336). Lawrence Erlbaum Associates Publishers.
Claeys, A. S., & Cauberghe, V. (2014). What makes crisis response strategies work? The impact of crisis involvement and message framing. Journal of Business Research, 67(2), 182–189. https://doi.org/10.1016/j.jbusres.2012.10.005
Çoban, E., & Özel, Ç. H. (2022). Determining the Crisis Management Strategies Applied By Hotel Managers During the Outbreak of Coronavirus (Covid-19). Advances in Hospitality and Tourism Research, 10(1), 27–48. https://doi.org/10.30519/ahtr.951594
Conroy, R. M. (2016). The RCSI Sample size handbook. A Rough Guide.
Coombs, W. T. (2007). Crisis Management and Communications. Institute for Public Relations, 4(5), 6.
Coombs, W. T. (2015). Ongoing Crisis Communication: planning, managing, and responding (Fourth Edi). SAGE Publication.
Crandall, W. R., Parnell, J. A., & Spillan, J. E. (2013). Crisis management: Leading in the new strategy landscape. Sage Publications.
Cui, A. P., Hu, M. Y., & Griffith, D. A. (2014). What makes a brand manager effective? Journal of Business Research, 67(2), 144–150. https://doi.org/10.1016/j.jbusres.2012.11.002
Deloitte. (2020a). Impact of the COVID-19 crisis on short- and medium-term consumer behavior. https://www2.deloitte.com/de/de/pages/consumer-business/articles/consumer-behavior-study-covid-19.html
Deloitte. (2020b). The future of hospitality:Uncovering opportunities to recover and thrive in the new normal. In Deloitte. https://www2.deloitte.com/content/dam/Deloitte/ca/Documents/consumer-industrial-products/ca-future-of-hospitality-pov-aoda-en.pdf
Dimitrios, B., Christos, P., Ioannis, R., & Vasiliadis, L. (2020). Strategic management in the hotel industry: Proposed strategic practices to recover from COVID- 19 global crisis. Academic Journal of Interdisciplinary Studies, 9(6), 130–138. https://doi.org/10.36941/AJIS-2020-0117
Dwiedienawati, D., Tjahjana, D., Faisal, M., Gandasari, D., & Abdinagoro, S. B. (2021). Determinants of perceived effectiveness in crisis management and company reputation during the COVID-19 pandemic. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1912523
Fahmy, T., Sohani, A., & Christian Koch Examiner Jens Hultman, S. (2020). The impact of a pandemic on brand preference in purchasing decisions of food and hygiene products: a COVID-19 perspective. Högskolan Kristianstad.
Falk, R. F., & Miller, N. B. (1992). A Primer for Soft Modeling. The University of Akron Press, April, 80. http://books.google.com/books/about/A_Primer_for_Soft_Modeling.html?id=3CFrQgAACAAJ
Faulkner, B. (2001). Towards a framework for tourism disaster management. Tourism Management, 22(2), 135–147. https://doi.org/10.1016/S0261-5177(00)00048-0
Fener, T., & Cevik, T. (2015). Leadership in Crisis Management: Separation of Leadership and Executive Concepts. Procedia Economics and Finance, 26(15), 695–701. https://doi.org/10.1016/S2212-5671(15)00817-5
Fink, S. (1986). Crisis management: Planning for the inevitable. Amacom,.
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.2307/3151312
Foroudi, P. (2018). Influence of brand signature, brand awareness, brand attitude, brand reputation on hotel industry’s brand performance. International Journal of Hospitality Management, 76(March), 271–285. https://doi.org/10.1016/j.ijhm.2018.05.016
Fraser, J., Fahlman, D., Arscott, J., & Guillot, I. (2018). Pilot testing for feasibility in a study of student retention and attrition in online undergraduate programs. International Review of Research in Open and Distance Learning, 19(1), 260–278. https://doi.org/10.19173/irrodl.v19i1.3326
Ghaderi, Z., Mat Som, A. P., & Henderson, J. C. (2012). Tourism crises and island destinations: Experiences in Penang, Malaysia. Tourism Management Perspectives, 2–3, 79–84. https://doi.org/10.1016/j.tmp.2012.03.006
Gogoi, B. J. (2021). Brand Performance in the Covid-19 Period. International Journal of Management (IJM), 12(3), 550–561. https://doi.org/10.34218/IJM.12.3.2021.052
Gunawan, C. (2021, February 25). Yeyen Heryawan Terpilih sebagai Ketua Asosiasi General Manager Hotel Kepri. Gokepri.Com. https://gokepri.com/yeyen-heryawan-terpilih-sebagai-ketua-asosiasi-general-manager-hotel-kepri/
Hair, J. F., Burke, R. L. T., Anderson, R. E., & Black, W. (1998). Multivariate Data Analysis (5th ed.). prentice Hall.
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd Ed.). SAGE Publications Inc.
Hair, J. F., Hult, G. T. M., Ringle, C., Sarstedt, M., Danks, N., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. In Springer. Springer Cham. https://doi.org/https://doi.org/10.1007/978-3-030-80519-7
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Hang, H., Aroean, L., & Chen, Z. (2020). Annals of Tourism Research Building emotional attaching during COVID-19. Annals of Tourism Research, May, 103006. https://doi.org/10.1016/j.annals.2020.103006
Hariyanto, E. (2018). The Influence of brand experience through brand trust and brand satisfaction toward brand loyalty consumer at Carl’s Jr Surabaya. Petra Business & Management Review, 4(2), 19–29.
Hartmann, J. (2011). Crisis Management of the Hotel Industry in Finland. Haaga-Helia University of Applied Sciences, 56.
Hewett, K., & Lemon, L. L. (2019). A process view of the role of integrated marketing communications during brand crises. Qualitative Market Research, 22(3), 497–524. https://doi.org/10.1108/QMR-10-2016-0097
Iyer, P., Davari, A., Srivastava, S., & Paswan, A. K. (2021). Market orientation, brand management processes and brand performance. Journal of Product and Brand Management, 30(2), 197–214. https://doi.org/10.1108/JPBM-08-2019-2530
Iyer, P., Davari, A., Zolfagharian, M., & Paswan, A. (2019). Market orientation, positioning strategy and brand performance. Industrial Marketing Management, 81, 16–29. https://doi.org/10.1016/j.indmarman.2018.11.004
Jennifer, G.-O. (2022). Viral Marketing and Brand Performance of Pharmaceutical Companies in South-South, Nigeria: The Moderating Role of Technology. International Journal of Management Sciences, 9(3), 109–129.
Jian, Y., Yu, I. Y., Yang, M. X., & Zeng, K. J. (2020). The impacts of fear and uncertainty of covid-19 on environmental concerns, brand trust, and behavioral intentions toward green hotels. Sustainability (Switzerland), 12(20), 1–14. https://doi.org/10.3390/su12208688
Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: a perspective article. International Journal of Contemporary Hospitality Management, 32(8), 2563–2573. https://doi.org/10.1108/IJCHM-03-2020-0237
Johar, G. V, Birk, M. M., & Einwiller, S. A. (2010). How to Save Your Brand In the Face of Crisis. MIT Sloan Management Review. https://sloanreview.mit.edu/article/how-to-save-your-brand-in-the-face-of-crisis/
Kandapa, T. (2015). Thai consumers’ purchase decisions and private label brands Kandapa. International Journal of Emerging Markets, 10(1), 102–121.
Kaushal, V., & Srivastava, S. (2021). Hospitality and tourism industry amid COVID-19 pandemic: Perspectives on challenges and learnings from India. International Journal of Hospitality Management, 92(September 2020), 102707. https://doi.org/10.1016/j.ijhm.2020.102707
Khraim, H., & Afaishat, T. A. L. (2021). The impact of marketing agility on crisis management stages at five and four-star hotels in Jordan. Problems and Perspectives in Management, 19(4), 470–481. https://doi.org/10.21511/ppm.19(4).2021.38
Kim, J. J., & Han, H. (2022). Saving the hotel industry: Strategic response to the COVID-19 pandemic, hotel selection analysis, and customer retention. International Journal of Hospitality Management, 102, 103163. https://doi.org/doi.org/10.1016/j.ijhm.2022.103163
Knowles, J., Ettenson, R., Lynch, P., & Dollens, J. (2020). Growth Opportunities for Brands During the COVID-19 Crisis. MIT Sloan Management Review, 61(4), 1–5.
Kraus, S., Clauss, T., Breier, M., Gast, J., Zardini, A., & Tiberius, V. (2020). The economics of COVID-19: initial empirical evidence on how family firms in five European countries cope with the corona crisis. International Journal of Entrepreneurial Behaviour and Research, 26(5), 1067–1092. https://doi.org/10.1108/IJEBR-04-2020-0214
Lai, I. K. W., & Wong, J. W. C. (2020). Comparing crisis management practices in the hotel industry between initial and pandemic stages of COVID-19. International Journal of Contemporary Hospitality Management, 32(10), 3135–3156. https://doi.org/10.1108/IJCHM-04-2020-0325
Li, M., & Wei, H. (2016). How to Save Brand after Crises? A Literature Review on Brand Crisis Management. American Journal of Industrial and Business Management, 06(02), 89–96. https://doi.org/10.4236/ajibm.2016.62008
Liu, B., Pennington-Gray, L. and Klemmer, L. (2015). Using social media in hotel crisis management: the case of bed bugs. The Eletronic Library, 34(1), 1–5.
Lobaugh, K., Stephens, B., & Simpson, J. (2019). The consumer is changing , but perhaps not how you think. Deloitte Insights. https://www2.deloitte.com/insights/us/en/industry/retail-distribution/the-consumer-is-changing.html
Lombardi, C. V., Chidiac, N. T., & Record, B. C. (2021). Starbucks coffee corporation’s marketing response to the COVID-19 pandemic. Innovative Marketing, 17(2), 177–188. https://doi.org/10.21511/im.17(2).2021.16
Maulani, T. S. (2021). the Differentiation of Digital Products To Enhance Brand Image and Its Impact on Intention To Used E-Wallets During the Covid 19 Pandemic. South East Asia Journal of Contemporary Business, Economics and Law, 24(6), 1–14. www.tokopedia.com.cdn
McNeil, A. J., Frey, R., & Embrecht, P. (2015). Quantitative Risk Management: Concepts, Techniques and Tools - Revised Edition. Priceton University Press.
Memon, M. A., Ting, H., Cheah, J.-H., Thurasamy, R., Chuah, F., & Cham, T. H. (2020). Sample Size for Survey Research: Review and Recommendations. Journal of Applied Structural Equation Modeling, 4(2), i–xx. https://doi.org/10.47263/jasem.4(2)01
Mikusova, M., & Horvathova, P. (2019). Prepared for a crisis? Basic elements of crisis management in an organization. Economic Research-Ekonomska Istrazivanja , 32(1), 1844–1868. https://doi.org/10.1080/1331677X.2019.1640625
Mitroff, I. I. (1988). Crisis management: Cutting through the confusion. MIT Sloan Management Review, 29(2), 15.
Mitroff, I. I. (1994). The New Key Functions of Business. California Management Review, 101–114.
Mitroff, I. I., Shrivastava, P., & Udwadia, F. E. (1987). Effective Crisis Management. The Academy of Management Executive, 1(3), 283–292. https://doi.org/10.5465/ame.1987.4275639
Morris, C. (2020). Brand loyalty is changing due to the pandemic. Fortune. https://fortune.com/2020/10/21/brand-loyalty-retail-trends-covid/
Musadad. (2020). Crisis survival strategies: how a hotel survives during the Covid-19 pandemic. Journal of Sustainable Tourism and Entrepreneurship, 1(4), 269–278. https://doi.org/10.35912/joste.v1i4.402
Nawaz, S., Jiang, Y., Alam, F., & Nawaz, M. Z. (2020). Role of Brand Love and Consumers’ Demographics in Building Consumer–Brand Relationship. SAGE Open, 10(4). https://doi.org/10.1177/2158244020983005
Novelli, M., Gussing, L., Jones, A., & Ritchie, B. W. (2018). Annals of Tourism Research ‘ No Ebola … still doomed ’ – The Ebola-induced tourism crisis. Annals of Tourism Research, 70(March), 76–87. https://doi.org/10.1016/j.annals.2018.03.006
O’Neill, J. W., & Carlbäck, M. (2011). Do brands matter? A comparison of branded and independent hotels’ performance during a full economic cycle. International Journal of Hospitality Management, 30(3), 515–521. https://doi.org/10.1016/j.ijhm.2010.08.003
Pallant, J. (2002). SPSS Survival Manual: A Step by Step Guide to Data Analysis Using IBM SPSS (7th ed.) (7th.ed). Routledge. https://doi.org/10.4324/9781003117452
Paraskevas, A., & Quek, M. (2019). When Castro seized the Hilton: Risk and crisis management lessons from the past. Tourism Management, 70(September 2018), 419–429. https://doi.org/10.1016/j.tourman.2018.09.007
Pearson, C. M., & Clair, J. A. (1998). Reframing crisis management. Academy of Management Review, 23(1), 59–76. https://doi.org/10.5465/AMR.1998.192960
Pearson, C. M., & Mitroff, I. I. (1993). From crisis prone to crisis prepared: a framework for crisis management. Academy of Management Perspectives, 7(1), 48–59. https://doi.org/10.5465/ame.1993.9409142058
Peng, D. X., & Lai, F. (2012). Using partial least squares in operations management research: A practical guideline and summary of past research. Journal of Operations Management, 30(6), 467–480. https://doi.org/https://doi.org/10.1016/j.jom.2012.06.002
Piga, C. A., Abrate, G., Viglia, G., & De Canio, F. (2021). How the hospitality industry reacts to COVID-19: structural, managerial and tactical factors. Journal of Revenue and Pricing Management, 0123456789. https://doi.org/10.1057/s41272-021-00359-2
Pine, R., & McKercher, B. (2004). The impact of SARS on Hong Kong’s tourism industry. International Journal of Contemporary Hospitality Management, 16(2), 139–143. https://doi.org/10.1108/09596110410520034
Pinzaru, F., Zbuchea, A., & Anghel, L. (2020). The Impact of The COVID-19 Pandemic on Business . A Preliminary Overview. Strategica, October.
Polemis, M. L. (2021). National lockdown under COVID-19 and hotel performance. Annals of Tourism Research Empirical Insights, 2(1), 100012. https://doi.org/10.1016/j.annale.2021.100012
Purba, J. H. V., Fathiah, R., & Steven, S. (2021). the Impact of Covid-19 Pandemic on the Tourism Sector in Indonesia. Riset, 3(1), 389–401. https://doi.org/10.37641/riset.v3i1.82
Richter, N. F., Cepeda, G., Roldan, J. L., & Ringle, C. M. (2016). European management research using partial least squares structural equation modeling (PLS-SEM). European Management Journal, 34(6), 589–597. https://doi.org/10.1016/j.emj.2016.08.001
Richter, N. F., Sinkovics, R. R., Ringle, C. M., & Schlägel, C. (2016). A critical look at the use of SEM in international business research. International Marketing Review, 33(3), 376–404. https://doi.org/10.1108/IMR-04-2014-0148
Ritchie, B. W., & Jiang, Y. (2019). A review of research on tourism risk, crisis and disaster management: Launching the annals of tourism research curated collection on tourism risk, crisis and disaster management. Annals of Tourism Research, 79(October), 102812. https://doi.org/10.1016/j.annals.2019.102812
Ritter, T., & Pedersen, C. L. (2020). Analyzing the impact of the coronavirus crisis on business models. Industrial Marketing Management, 88, 214–224. https://doi.org/10.1016/j.indmarman.2020.05.014
Santana, G. (2004). Crisis management and tourism. Journal of Travel & Tourism Marketing, 15(4), 299–321. https://doi.org/10.1300/J073v15n04_05
Saraceno, A. J. (2021). The Shape of Crisis: Making-Sense of The Experience of Crisis Within Organizations. In Cabrini University. Cabrini University.
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2022). Handbook of Market Research. In Handbook of Market Research. https://doi.org/10.1007/978-3-319-57413-4
Sekaran, U., & Bougie, R. (2016). Research Methods for Business. In A Skill-Building Approach (7th ed.). John Wiley & Sons Ltd. https://doi.org/9781119165552
Setiati, S., & Azwar, M. K. (2020). COVID-19 and Indonesia. Acta Medica Indonesiana, 52(1), 84–89. http://www.ncbi.nlm.nih.gov/pubmed/32291377
Shen, H., Fu, M., Pan, H., Yu, Z., & Chen, Y. (2020). The Impact of the COVID-19 Pandemic on Firm Performance. Emerging Markets Finance and Trade, 56(10), 2213–2230. https://doi.org/10.1080/1540496X.2020.1785863
Shin, H., & Kang, J. (2020). Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: Focused on technology innovation for social distancing and cleanliness. International Journal of Hospitality Management, 91, 102664. https://doi.org/https://doi.org/10.1016/j.ijhm.2020.102664
Singh, J., Crisafulli, B., & Quamina, L. T. (2020). ‘Corporate image at stake’: The impact of crises and response strategies on consumer perceptions of corporate brand alliances. Journal of Business Research, 117(January), 839–849. https://doi.org/10.1016/j.jbusres.2019.01.014
Spoerr, D. (2021). Factor Analysis of Hotel Selection Attributes and Their Significance for Different Groups of German Leisure Travelers. Journal of Quality Assurance in Hospitality and Tourism, 22(3), 312–335. https://doi.org/10.1080/1528008X.2020.1774032
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists?: The mediating role of relationship quality. Tourism Management, 52, 82–95. https://doi.org/10.1016/j.tourman.2015.06.012
Tabachnick, B. G., & Fidell, L. S. (2007). Using Multivariate Statistics (5th ed.). Pearson Education Inc.
The World Bank. (2022). The World Bank In Indonesia. World Bank Organization. https://www.worldbank.org/en/country/indonesia/overview#1
Tien, N. H. (2022). Impact of Covid-19 pandemic on brand value of banking industry in Vietnam Impact of Covid-19 pandemic on brand value of banking industry in Vietnam. April.
Tongare, K. (2021). Shift in Brand Positioning Strategy During Pandemic in India. 12(2), 1–5.
Tsao, C. Y., & Ni, C. C. (2016). Vulnerability, resilience, and the adaptive cycle in a crisis-prone tourism community. Tourism Geographies, 18(1), 80–105. https://doi.org/10.1080/14616688.2015.1116600
Ulmer, R. R., & Sellnow, T. L. (2000). Consistent questions of ambiguity in organizational crisis communication: Jack in the Box as a case study. Journal of Business Ethics, 25(2), 143–155.
Unurlu, C., & Uca, S. (2017). The effect of culture on brand loyalty through brand performance and brand personality. International Journal of Tourism Research, 19(6), 672–681. https://doi.org/10.1002/jtr.2139
Urbach, N., & Ahlemann, F. (2010). Structural Equation Modeling in Information Systems Research Using Partial Least Squares. Journal of Information Technology Theory and Application JITTA, 11(2), 5–40.
Vasickova, V. (2020). Crisis Management Process - A Literature Review and a Conceptual Integration. Acta Oeconomica Pragensia, 27(3–4), 61–77. https://doi.org/10.18267/j.aop.628
Vo-Thanh, T., Vu, T.-V., Nguyen, N. P., Nguyen, D. Van, Zaman, M., & Chi, H. (2022). COVID-19, frontline hotel employees’ perceived job insecurity and emotional exhaustion: Does trade union support matter? Journal of Sustainable Tourism, 30(6), 1159–1176.
Wai Jin, L., O’Cass, A., & Sok, P. (2016). Why doesn’t our branding pay off: optimizing the effects of branding through innovation. European Journal of Marketing, 50(3–4), 509–529. https://doi.org/10.1108/EJM-11-2014-0722
Webster, C., Yen, C. A., & Hji-Avgoustis, S. (2020). Hotels hurting horrifically but hopeful: A case study of the Indianapolis hotel industry. Journal of Tourism, Heritage & Services Marketing, 6(3), 54–58.
Wut, T. M., Xu, J. (Bill), & Wong, S. mun. (2021). Crisis management research (1985–2020) in the hospitality and tourism industry: A review and research agenda. Tourism Management, 85(March), 1–28. https://doi.org/10.1016/j.tourman.2021.104307
Yan, Q., Shen, H., & Hu, Y. (2022). “A home away from hem”: exploring and assessing hotel staycation as the new normal in the Covid-19 era. International Journal of Contemporary Hospitality Management, 34(4), 1607–1628. https://doi.org/10.1108/IJCHM-09-2021-1103
Wang, Yao-C., & Chung, Y. (2015). Hotel Brand Portfolio Strategy Yao-Chin. International Journal of Contemporary Hospitality Management, 27(4), 561–584. https://doi.org/http://dx.doi.org/10.1108/IJCHM-01-2014-0031

In-Text Citation: (Riyadi et al., 2022)
To Cite this Article: Riyadi, A., Jamaluddin, M. R., & Zulkifly, M. I. (2022). Examining the Impact of Crisis Management on Brand Performance of Upscale Hotels in the Post COVID-19 Crisis in Indonesia. International Journal of Academic Research in Business and Social Sciences, 12(11), 853 – 875.

Copyright: © 2022 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode