... more effective crisis management strategies. Originality/value There is a lack of research investigating hotel crisis management from the customer's perspective. By adopting effective crisis management practices, hotel managers could reduce the negative outcomes of crises such as fires...

...Diane Roberts; Daniel Hin‐Wing Chan Contributes towards the research into the potential dangers of unprotected hotel rooms by highlighting the incidence, and cause, of some major hotel fires in Asia and USA. Additionally, through the use of fire modelling computer software, predicts various fire...