Chapter 5: An Overview of Crisis Management in Hospitality Enterprises: The Case of Operating at an International Level Hotel in Adiyaman

Crisis management is a critically important issue that needs to be addressed in today's turbulent, uncertain, dynamic, complex and threatening environment for businesses to succeed and survive. In times of crisis and chaos dominated by major global formations and changes, businesses seek a way out for themselves to overcome these situations where uncertainty is more prominent (Kara, 2019, p. 73). Crisis management is one of the key success factors for the survival of businesses in a turbulent time, especially in sectors for instance tourism and accommodation industry are highly vulnerable to wide variety of crises and disasters (Alzoubi & Jaaffar, 2020; Abo-Murad & Al-Khrabsheh, 2019; Kubickova, Kirimhan, & Li, 2019; Kumar, Valeri, & Asthana, 2021; Santos, Ramos, Sousa, Almeida, & Valeri, 2021; Santos, Sousa, Ramos, & Valeri, 2021). The tourism sector is extremely vulnerable to internal and external crises (Bilić, Pivčević, & Čevra, 2017; Ivkov et al., 2019; Jiang & Wen, 2020; Jiang, Ritchie, & Benckendorff, 2019; Karam, 2018; Malhotra & Venkatesh, 2009; Paraskevas & Altinay, 2013; Sönmez, Apostolopoulos, & Tarlow, 1999), and it has been observed that more and more research on crisis management has been conducted in recent years. For example, in the study conducted by Jiang et al. (2019), it was aimed to classify and understand crises, to understand the effects of the crisis and to develop approaches to crisis management.