Crisis-driven innovation in hospitality: How do international hotel chains innovate to recover from a global crisis?

• Published in: International journal of hospitality management 2024-07, Vol.120, p.103758, Article 103758
• Main Authors: El-Said, Osman Ahmed, Elhoushy, Sayed, Smith, Michael, Youssif, Marwa
• Format: Article
• Language: English
• Subjects: COVID-19; Crisis and innovation; Crisis management; Hotel Innovation; Recovery strategies; Stakeholder theory; Strategic management
• ISSN: 0278-4319; 1873-4693
• DOI: 10.1016/j.ijhm.2024.103758

The COVID-19 pandemic has presented significant challenges to the hospitality industry, yet there remains a limited understanding of the response strategies by international hotel chains (IHCs) during this crisis. This study fills a knowledge gap by investigating crisis-driven innovation activities of the top IHCs during the COVID-19 pandemic. Additionally, it explores the relationship between crisis-driven innovation and the subsequent recovery. A robust qualitative methodology is employed, involving content analysis of the annual reports and websites of 15 IHCs. Through this analysis, 106 codes are identified and categorized into three themes: innovation enablers, innovative activities, and innovation outcomes. The findings highlight the IHC’s focus on stakeholder-oriented innovation during crises. The study's main contribution lies in integrating the findings into a guiding framework and providing theoretical insights into the connections between a global crisis, innovation, and recovery. •Covid-19 crisis can trigger innovation and transformation in the hospitality sector.•Response strategies of International Hotel Chains (IHCs) are investigated through a robust qualitative methodology.•Emerging themes include innovative activities, innovation enablers, and innovation outcomes.•IHCs focus on stakeholder-oriented innovation during crises.•Results integrated into a Stimulus-Response-Outcome Model for crisis-driven innovation.