Hear no virus, see no virus, speak no virus : Swiss hotels’ online communication regarding Coronavirus

Zizka, Laura (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Chen, Meng-Mei (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Zhang, Effie (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Favre, Amandine (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

Tourism is a lucrative business, and Swiss hotels rely heavily on international clientele to book their rooms. The Coronavirus pandemic has halted travel and hotel stays from March to June 2020. Based on Situational Crisis Communication Theory (SCCT), this paper investigates the messages Swiss hotels have posted on their official websites and Facebook pages to reassure guests that it is safe to book rooms in Switzerland again. The findings from 73 independent 4 and 5-star hotels show that most hotels did not publish messages regarding the Coronavirus or the measures they have taken; instead, the hotels posted positive messages about reopening their rooms and services. Official hotel websites emphasized deals and offers while the Facebook pages concentrated on enthusiastic ‘welcome back’ messages. The findings presented here contribute to the literature by offering the first results of a larger project on communication during the de-confinement stage of a pandemic.


Keywords:
Conference Type:
published full paper
Faculty:
Economie et Services
School:
EHL
Institute:
Aucun institut
Subject(s):
Economie/gestion
Publisher:
Virtual conference, 19-22 January 2021
Date:
2021-01
Virtual conference
19-22 January 2021
Pagination:
Pp. 441-451
Published in:
Proceedings of the ENTER 2021 eTourism Conference : Information and Communication Technologies in Tourism 2021
DOI:
ISBN:
978-3-030-65784-0
Appears in Collection:



 Record created 2021-03-15, last modified 2021-03-26

Fulltext:
Download fulltext
PDF

Rate this document:

Rate this document:
1
2
3
 
(Not yet reviewed)