Hotel employee resilience during a crisis: conceptual and scale development

References

• Agarwal, P. (2021). Shattered but smiling: Human resource management and the well-being of hotel employees during COVID-19. International Journal of Hospitality Management, 93, 1–10. https://doi.org/10.1016/j.ijhm.2020.102765
   Web of Science ®Google Scholar
• Aguiar-Quintana, T., Nguyen, H., Araujo-Cabrera, Y., & Sanabria-Díaz, J. M. (2021). Do job insecurity, anxiety and depression caused by the COVID-19 pandemic influence hotel employees’ self-rated task performance? The moderating role of employee resilience. International Journal of Hospitality Management, 94, 1–10. https://doi.org/10.1016/j.ijhm.2021.102868
   Web of Science ®Google Scholar
• Baker, M. A., & Kim, K. (2020). Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life. International Journal of Hospitality Management, 2020(87), 1–11.
   Google Scholar
• Becken, S. (2013). Developing a framework for assessing resilience of tourism sub-systems to climatic factors. Annals of Tourism Research, 43, 506–528. https://doi.org/10.1016/j.annals.2013.06.002
   Web of Science ®Google Scholar
• Block, J., & Kremen, A. M. (1996). IQ and ego-resiliency: Conceptual and empirical connections and separateness. Journal of Personality & Social Psychology, 70(2), 349–361. https://doi.org/10.1037/0022-3514.70.2.349
   PubMed Web of Science ®Google Scholar
• Bluedorn, A. C. (1982). A unified model of turnover from organizations. Human Relations, 35(2), 135–153. https://doi.org/10.1177/001872678203500204
   Web of Science ®Google Scholar
• Brown, N. A., Orchiston, C., Rovins, J. E., Feldmann-Jensen, S., & Johnston, D. (2018). An integrative framework for investigating disaster resilience within the hotel sector. Journal of Hospitality and Tourism Management, 36, 67–75. https://doi.org/10.1016/j.jhtm.2018.07.004
   Web of Science ®Google Scholar
• Bullock, J. A., Haddow, G. D., & Coppola, D. P. (2017). Introduction to emergency management. Butterworth-Heinemann.
   Google Scholar
• Chen, H., Liu, B., Li, Y., & Cai, Y. (2022). The relationship between negative life events and resilience among Chinese service employees: Nonlinearly moderated by lifestyle habits. Journal of Asian Economics, 80, 101457. https://doi.org/10.1016/j.asieco.2022.101457
   Web of Science ®Google Scholar
• Chen, K., Chang, C., & Wang, C. (2019). Frontline employees’ passion and emotional exhaustion: The mediating role of emotional labor strategies. International Journal of Hospitality Management, 76, 163–172. https://doi.org/10.1016/j.ijhm.2018.05.006
   Web of Science ®Google Scholar
• Chien, G. C., & Law, R. (2003). The impact of the severe acute respiratory syndrome on hotels: A case study of Hong Kong. International Journal of Hospitality Management, 22(3), 327–332. https://doi.org/10.1016/S0278-4319(03)00041-0
   PubMedGoogle Scholar
• Churchill, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1), 64–73. https://doi.org/10.1177/002224377901600110
   Web of Science ®Google Scholar
• Connor, K. M., & Davidson, J. R. (2003). Development of a new resilience scale: The Connor-Davidson Resilience Scale (CD-RISC). Depression and Anxiety, 18(2), 76–82. https://doi.org/10.1002/da.10113
   PubMed Web of Science ®Google Scholar
• Dai, Y., Zhuang, W., & Huan, T. (2019). Engage or quit? The moderating role of abusive supervision between resilience, intention to leave and work engagement. Tourism Management, 70, 69–77. https://doi.org/10.1016/j.tourman.2018.07.014
   Web of Science ®Google Scholar
• 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
   Web of Science ®Google Scholar
• Fey, S., & Kock, A. (2022). Meeting challenges with resilience: How innovation projects deal with adversity. International Journal of Project Management, 40(8), 941–950. https://doi.org/10.1016/j.ijproman.2022.10.006
   Web of Science ®Google Scholar
• Fink, S. (1986). Crisis Management: Planning for the Inevitable. American Management Association.
   Google Scholar
• Gillespie, B. M., Chaboyer, W., & Wallis, M. (2007). Development of a theoretically derived model of resilience through concept analysis. Contemporary Nurse, 25(1-2), 124–135. https://doi.org/10.5172/conu.2007.25.1-2.124
   PubMed Web of Science ®Google Scholar
• Goodrich, J. N. (2002). September 11, 2001 attack on America: A record of the immediate impacts and reactions in the USA travel and tourism industry. Tourism Management, 23(6), 573–580. https://doi.org/10.1016/S0261-5177(02)00029-8
   Web of Science ®Google Scholar
• Guchait, P., Paşamehmetoğlu, A., & Dawson, M. (2014). Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance. International Journal of Hospitality Management, 41, 28–37. https://doi.org/10.1016/j.ijhm.2014.04.009
   Web of Science ®Google Scholar
• Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2010). Multivariate data analysis: A global perspective 7 pearson. Upper Saddle River, NJ: Pearson Education.
   Google Scholar
• Hall, C. M., Malinen, S., Vosslamber, R., & Wordsworth, R. (eds.). (2016). Business and post-disaster management: Business, organisational and consumer resilience and the Christchurch earthquakes. Routledge.
   Google Scholar
• Hao, F., Xiao, Q., & Chon, K. (2020). COVID-19 and China’s hotel industry: Impacts, a disaster management framework, and post-pandemic agenda. International Journal of Hospitality Management, 90, 102636. https://doi.org/10.1016/j.ijhm.2020.102636
   PubMed Web of Science ®Google Scholar
• Harvey, J., & Delfabbro, P. H. (2004). Psychological resilience in disadvantaged youth: A critical overview. Australian Psychologist, 39(1), 3–13. https://doi.org/10.1080/00050060410001660281
   Web of Science ®Google Scholar
• Hewagama, G., Boxall, P., Cheung, G., & Hutchison, A. (2019). Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels. International Journal of Hospitality Management, 81, 73–82. https://doi.org/10.1016/j.ijhm.2019.03.006
   Web of Science ®Google Scholar
• Hu, T., Zhang, D., & Wang, J. (2015). A meta-analysis of the trait resilience and mental health. Personality & Individual Differences, 76, 18–27. https://doi.org/10.1016/j.paid.2014.11.039
   Web of Science ®Google Scholar
• Kawakubo, A., & Oguchi, T. (2019). Recovery experiences during vacations promote life satisfaction through creative behavior. Tourism Management Perspectives, 30, 240–250. https://doi.org/10.1016/j.tmp.2019.02.017
   Web of Science ®Google Scholar
• Khliefat, A., Chen, H., Ayoun, B., & Eyoun, K. (2021). The impact of the challenge and hindrance stress on hotel employees interpersonal citizenship behaviors: Psychological capital as a moderator. International Journal of Hospitality Management, 94, 1–11. https://doi.org/10.1016/j.ijhm.2021.102886
   Web of Science ®Google Scholar
• Kim, S., Kim, P. B., & Lee, G. (2021). Predicting hospitality employees’ safety performance behaviors in the COVID-19 pandemic. International Journal of Hospitality Management, 93, 102797. https://doi.org/10.1016/j.ijhm.2020.102797
   PubMed Web of Science ®Google Scholar
• Krause, N., Scherzer, T., & Rugulies, R. (2005). Physical workload, work intensification, and prevalence of pain in low wage workers: Results from a participatory research project with hotel room cleaners in Las Vegas. American Journal of Industrial Medicine, 48(5), 326–337. https://doi.org/10.1002/ajim.20221
   PubMed Web of Science ®Google Scholar
• Kuntz, J. R. C., Malinen, S., & Näswall, K. (2017). Employee resilience: Directions for resilience development. Consulting Psychology Journal Practice & Research, 69(3), 223–242. https://doi.org/10.1037/cpb0000097
   Google Scholar
• Lombardi, S., Cunha, P., & Giustiniano, L. (2021). Improvising resilience: The unfolding of resilient leadership in COVID-19 times. International Journal of Hospitality Management, 95, 1–13. https://doi.org/10.1016/j.ijhm.2021.102904
   Web of Science ®Google Scholar
• London, M., & Noe, R. A. (1997). London’s career motivation theory: An update on measurement and research. Journal of Career Assessment, 5(1), 61–80. https://doi.org/10.1177/106907279700500105
   Web of Science ®Google Scholar
• Luthans, F. (2002). The need for and meaning of positive organizational behavior. Journal of Organizational Behavior, 23(6), 695–706. https://doi.org/10.1002/job.165
   Web of Science ®Google Scholar
• Luthans, F., Avolio, B. J., Avey, J. B., & Norman, S. M. (2007a). Positive psychological capital: Measurement and relationship with performance and satisfaction. Personnel Psychology, 60(3), 541–572. https://doi.org/10.1111/j.1744-6570.2007.00083.x
   Web of Science ®Google Scholar
• Luthans, F., Youssef, C. M., & Avolio, B. J. (2007b). Psychological capital. Oxford University Press.
   Google Scholar
• Luthar, S. S., Cicchetti, D., & Becker, B. (2000). The construct of resilience: A critical evaluation and guidelines for future work. Child Development, 71(3), 543–562. https://doi.org/10.1111/1467-8624.00164
   PubMed Web of Science ®Google Scholar
• McLarnon, M. J. W., & Rothstein, M. G. (2013). Development and initial validation of the workplace resilience inventory. Journal of Personnel Psychology, 12(2), 63–73. https://doi.org/10.1027/1866-5888/a000084
   Web of Science ®Google Scholar
• Meyer, A. D. (1982). Adapting to environmental jolts. Administrative Science Quarterly, 27(4), 515–537. https://doi.org/10.2307/2392528
   PubMed Web of Science ®Google Scholar
• Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook. Sage.
   Google Scholar
• Mubarak, N., Khan, J., & Khan, A. K. (2022). Psychological distress and project success: The moderating role of employees’ resilience and mindfulness. International Journal of Project Management, 40(5), 566–576. https://doi.org/10.1016/j.ijproman.2022.05.004
   Web of Science ®Google Scholar
• Näswall, K., Kuntz, J., Hodliffe, M., & Malinen, S. (2013). Employee resilience scale (EmpRes): Technical report. UN Research Repository, 1–10.
   Google Scholar
• Näswall, K., Kuntz, J., Hodliffe, M., & Malinen, S. (2015). Employee resilience scale (EmpRes) Measurement properties. Resilient Organisations Research Report, 4, 1–7.
   Google Scholar
• Nguyen, Q., Kuntz, J. R. C., Näswall, K., & Malinen, S. (2016). Using miniature plots to assess the effects of soils on the productivity of tropical plantation forests: a case study from Sabah, Malaysia resilience and leadership styles: the moderating role of proactive personality and optimism. New Forests Zealand Journal of Psychology, 53(2), 13–369. https://doi.org/10.1007/s11056-021-09860-3
   Google Scholar
• Niitsu, K., Houfek, J. F., Barron, C. R., Stoltenberg, S., Kupzyk, K., & Rice, M. (2017). A concept analysis of resilience integrating genetics. Issues in Mental Health Nursing, 38(11), 896–906. https://doi.org/10.1080/01612840.2017.1350225
   PubMed Web of Science ®Google Scholar
• Nilakant, V., Walker, B., van Heugen, K., Baird, R., & De Vries, H. (2014). Research note: Conceptualising adaptive resilience using grounded theory. New Zealand Journal of Employment Relations, 39(1), 79–86.
   Google Scholar
• Okumus, F., & Karamustafa, K. (2005). Impact of an economic crisis evidence from Turkey. Annals of Tourism Research, 32(4), 942–961. https://doi.org/10.1016/j.annals.2005.04.001
   PubMed Web of Science ®Google Scholar
• Ong, A. D., Bergeman, C. S., Bisconti, T. L., & Wallace, K. A. (2006). Psychological resilience, positive emotions, and successful adaptation to stress in later life. Journal of Personality and Social Psychology, 91(4), 730–749. https://doi.org/10.1037/0022-3514.91.4.730
   PubMed Web of Science ®Google Scholar
• Paredes, M. R., Apaolaza, V., Fernandez-Robin, C., Hartmann, P., & Yañez-Martinez, D. (2021). The impact of the COVID-19 pandemic on subjective mental well-being: The interplay of perceived threat, future anxiety and resilience. Personality and Individual Differences, 170, 110455. https://doi.org/10.1016/j.paid.2020.110455
   PubMed Web of Science ®Google Scholar
• Pizam, A. (2010). Hotels as tempting targets for terrorism attacks. International Journal of Hospitality Management, 29(1), 1–1. https://doi.org/10.1016/j.ijhm.2009.10.019
   Web of Science ®Google Scholar
• Pizam, A., & Mansfeld, Y. (1996). Tourism, crime and international security issues. Sage.
   Google Scholar
• Prayag, G. (2017). Symbiotic relationship or not? Understanding resilience and crisis management in tourism. Tourism Management Perspectives, 25, 133–135. https://doi.org/10.1016/j.tmp.2017.11.012
   Web of Science ®Google Scholar
• Prayag, G., Spector, S., Orchiston, C., & Chowdhury, M. (2020). Psychological resilience, organizational resilience and life satisfaction in tourism firms: Insights from the Canterbury earthquakes. Current Issues in Tourism, 23(10), 1216–1233. https://doi.org/10.1080/13683500.2019.1607832
   Web of Science ®Google Scholar
• Rasheed, M. I., Okumus, F., Weng, Q., Hameed, Z., & Nawaz, M. S. (2020). Career adaptability and employee turnover intentions: The role of perceived career opportunities and orientation to happiness in the hospitality industry. Journal of Hospitality and Tourism Management, 44, 98–107. https://doi.org/10.1016/j.jhtm.2020.05.006
   Web of Science ®Google Scholar
• Rasheed, N., Fatima, I., & Tariq, O. (2022). University students’ mental well-being during COVID-19 pandemic: The mediating role of resilience between meaning in life and mental well-being. Acta Psychologica, 227, 103618. https://doi.org/10.1016/j.actpsy.2022.103618
   PubMed Web of Science ®Google Scholar
• Reich, J. W., Zautra, A. J., & Hall, J. S. (2010). Handbook of adult resilience. The Guilford Press.
   Google Scholar
• Saad, S. K., & Elshaer, I. A. (2020). Justice and trust's role in employees’ resilience and business’ continuity: Evidence from Egypt. Tourism Management Perspectives, 35, 100712. https://doi.org/10.1016/j.tmp.2020.100712
   Web of Science ®Google Scholar
• Safavi, H. P., & Bouzari, M. (2019). The association of psychological capital, career adaptability and career competency among hotel frontline employees. Tourism Management Perspectives, 30, 65–74. https://doi.org/10.1016/j.tmp.2019.02.001
   Web of Science ®Google Scholar
• Savickas, M. L. (2011). Career adaptability: An integrative construct for life-span, life-space theory adaptability: An integrative construct for life-span, life-space theory. The Career Development Quarterly Development Quarterly, 45(3), 247–259. https://doi.org/10.1002/j.2161-0045.1997.tb00469.x
   Google Scholar
• Shin, J., Taylor, M. S., & Seo, M. G. (2012). Resources for change: The relationships of organizational inducements and psychological resilience to employees’ attitudes and behaviors toward organizational change. Academy of Management Journal, 55(3), 727–748. https://doi.org/10.5465/amj.2010.0325
   Web of Science ®Google Scholar
• Steen, R., & Morsut, C. (2020). Resilience in crisis management at the municipal level: The Synne Storm in Norway. Risk, Hazards & Crisis in Public Policy, 11(1), 35–60. https://doi.org/10.1002/rhc3.12178
   Web of Science ®Google Scholar
• Straub, D. W. (1989). Validating instruments in MIS research. MIS Quarterly, 13(2), 147–169. https://doi.org/10.2307/248922
   Web of Science ®Google Scholar
• Su, D. N., Truong, T. M., Luu, T. T., Huynh, H. M. T., & O’Mahony, B. (2022). Career resilience of the tourism and hospitality workforce in the COVID-19: The protection motivation theory perspective. Tourism Management Perspectives, 44, 101039. https://doi.org/10.1016/j.tmp.2022.101039
   PubMed Web of Science ®Google Scholar
• Vijayalakshmi, P., Kathyayani, B. V., Sreelatha, M., Reddy, S., Manjunatha, N., Kumar, C. N., & BadaMath, S. (2023). Resilience as a protective factor on the quality of life (QoL) of Indian nursing students during the COVID-19 pandemic. Archives of Psychiatric Nursing, 42, 55–59. https://doi.org/10.1016/j.apnu.2022.12.009
   PubMed Web of Science ®Google Scholar
• Wagnild, G. M., & Young, H. M. (1993). Development and psychometric evaluation of the resilience scale. Journal of Nursing Measurement, 1, 165–178.
   PubMedGoogle Scholar
• Walsh, K. (2003). Qualitative research: Advancing the science and practice of hospitality. The Cornell Hotel and Restaurant Administration Quarterly, 44(2), 66–74. https://doi.org/10.1016/S0010-8804(03)90019-X
   Google Scholar
• Wang, J., Cooke, F. L., & Huang, W. (2013). How resilient is the (future) workforce in China? A study of the banking sector and implications for human resource development. Asia Pacific Journal of Human Resources, 52(2), 132–154. https://doi.org/10.1111/1744-7941.12026
   Web of Science ®Google Scholar
• Wang, X., Guchait, P., & Paşamehmetoğlu, A. (2020). Anxiety and gratitude toward the organization: Relationships with error management culture and service recovery performance. International Journal of Hospitality Management, 89, 1–9. https://doi.org/10.1016/j.ijhm.2020.102592
   Web of Science ®Google Scholar
• Wang, X., Wen, X., Paşamehmetoğlu, A., & Guchait, P. (2021). Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance. International Journal of Hospitality Management, 94, 102846–10. https://doi.org/10.1016/j.ijhm.2020.102846
   Web of Science ®Google Scholar
• Xie, C., Zhang, J., Chen, Y., & Morrison, A. M. (2023). The effect of hotel employee resilience during COVID-19: The moderation role of perceived risk and challenge stressors. Tourism Management Perspectives, 46, 101087. https://doi.org/10.1016/j.tmp.2023.101087
   PubMed Web of Science ®Google Scholar
• Xie, C., Zhang, J., Chen, Y., Morrison, A. M., & Lin, Z. (2020). Measuring hotel employee perceived job risk: dimensions and scale development. International Journal of Contemporary Hospitality Management, 32(2), 730–748. https://doi.org/10.1108/IJCHM-01-2019-0022
   Web of Science ®Google Scholar
• Xie, C., Zhang, J., Morrison, A. M., & Chen, Y. (2022). Hotel employee perceived crisis shocks: Conceptual and scale development. Journal of Hospitality and Tourism Management, 51, 361–374. https://doi.org/10.1016/j.jhtm.2022.04.005
   Web of Science ®Google Scholar
• Yang, F., Lu, M., & Huang, X. (2020). Customer mistreatment and employee well-being: A daily diary study of recovery mechanisms for frontline restaurant employees in a hotel. International Journal of Hospitality Management, 91, 102665–9. https://doi.org/10.1016/j.ijhm.2020.102665
   Web of Science ®Google Scholar
• Yen, C. H., Teng, H. Y., & Tzeng, J. C. (2020). Innovativeness and customer value co-creation behaviors: Mediating role of customer engagement. International Journal of Hospitality Management, 88, 1–11. https://doi.org/10.1016/j.ijhm.2020.102514
   Web of Science ®Google Scholar
• Yu, X., Zhang, J., Yu, X. N., & Zhang, J. X. (2007). Factor analysis and psychometric evaluation of the Connor-Davidson resilience scale (CD-RISC) with Chinese people. Social Behavior and Personality: An International Journal, 35(1), 19–30. https://doi.org/10.2224/sbp.2007.35.1.19
   Web of Science ®Google Scholar
• Zhang, G., Zhang, Z., & Liu, W. (2020a). Turning danger into safety: A literature review and prospect of organizational resilience. Economic Management, 42(10), 192–208. https://doi.org/10.19616/j.cnki.bmj.2020.10.011
   Google Scholar
• Zhang, J., Xie, C., & Morrison, A. M. (2021). The effect of corporate social responsibility on hotel employee safety behavior during COVID-19: The moderation of belief restoration and negative emotions. Journal of Hospitality and Tourism Management, 46, 233–243. https://doi.org/10.1016/j.jhtm.2020.12.011
   Web of Science ®Google Scholar
• Zhang, J., Xie, C., Wang, J., Morrison, A. M., & Coca-Stefaniak, J. A. (2020b). Responding to a major global crisis: The effects of hotel safety leadership on employee safety behavior during COVID-19. International Journal of Contemporary Hospitality Management, 32(11), 3365–3389. https://doi.org/10.1108/IJCHM-04-2020-0335
   Web of Science ®Google Scholar
• Zhu, Y., Zhao, Y., & Zhou, Y. (2019). Resilience in organizations: Construction of protective resources from psychological and systematic perspective. Advances in Psychological Science, 27(2), 357–369. https://doi.org/10.3724/SP.J.1042.2019.00357
   Google Scholar