Измерване на кризата в сектора – хотелиерство и ресторантьорство, в следствие на пандемията от COVID-19
Measuring the Crisis in the Hotel and Restaurant Sector, as a result of the COVID-19 Pandemic

Author(s): Bogomila Koleva
Subject(s): Social Sciences, Media studies, Communication studies
Published by: Факултет по журналистика и масова комуникация, Софийски университет „Св. Кл. Охридски”
Keywords: crisis; reputation; reputation crisis; institutional crisis; trust; media influence
Summary/Abstract: This article presents a case-studies analysis of crises arising in the hospitality and Restaurant sector due to the COVID-19 pandemic. The motives for writing it relate to tracing and exploring the inextricable relationship between business, government, and the media. In difficult times of crisis, businesses are highly dependent on legislative, health, and regulatory changes introduced by authorities. Managers are faced with making difficult decisions in which they must strike a balance between the various interests of their stakeholders. In addition to prioritizing their employees’ health and safety and responding to health authorities’ requirements to limit the spread of the COVID-19 virus, they must also preserve the overall organizational operation while adhering to the core goals and interests of the company. By measuring more than 450 media publications, following Chavdar Hristov’s algorithm for measuring and analyzing reputational crises, the crisis in the Hospitality and Restaurant industry related to the protest actions of restaurateurs, hoteliers, and tour operators and the frequent shifts of the ministers of tourism in the period2020-2022. Crises are investigated by determining the public impact and the role of the media in covering the crisis and, more specifically, in maintaining/undermining public trust in the relevant organization.

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