IIARD International Institute of Academic Research and Development

INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND MANAGEMENT RESEARCH (IJSSMR )

E-ISSN 2545-5303
P-ISSN 2695-2203
VOL. 11 NO. 3 2025
DOI: 10.56201/ijssmr.vol.11no3.2025.pg.90.99

---

Crisis Management and Organizational Performance of Small Hospitality Firms in Delta State, Nigeria

Hycienth Chukwunalu OLISEMENOGOR

---

Abstract

This paper explores the relationship between crisis management and organizational performance in small hospitality firms. The hospitality sector is highly susceptible to crises due to its dependence on external factors such as customer preferences, economic stability, and global events. Crisis management is a critical function for small hospitality firms, which often lack the resources of larger organizations but face similar vulnerabilities to disruptions. This paper explores how effective crisis management practices can influence organizational performance in small hospitality firms. Using a mixed-methods approach, the study evaluates current challenges and strategies employed during crises. This study examines existing literature, identifies key crisis management practices, and analyzes their impact on the performance of small-scale hospitality businesses. Using a combination of case studies and recent data, the findings highlight the critical role of proactive planning, effective communication, and adaptive strategies. Findings indicate that proactive planning, leadership agility, and communication strategies significantly impact recovery time and customer trust. The study concludes with actionable recommendations to enhance resilience in small hospitality operations. The paper concludes with recommendations for small hospitality firms to enhance resilience and sustainability in the face of crises.

keywords:

Crisis management, Organizational performance

---

Adeleke, A. Q., Ojo, J. A., & Adebayo, A. (2021). Crisis management in the hospitality industry:
A study of small firms in Nigeria. Journal of Hospitality and Tourism Management, 48,
1-10. https://doi.org/10.1016/j.jhtm.2021.01.002
Adeyemi, A., & Olatunji, O. (2023). Leadership styles and crisis management in small hospitality
firms: A study of transformational leadership. Journal of Hospitality Management, 45(2),
123-135. https://doi.org/10.1016/j.jhm.2023.01.005
Aguke, O.B. & Igbomor, E. (2024). Perceived Organizational Support: A strategic tool for
achieving high Organizational Performance. ISRG Journal of Economics, Business &
Management (ISRGJEBM), 2(6), 1-9. DOI: 10.5281/zenodo.14024507
Akinyemi, O. O., Ojo, J. A., & Ogunyemi, A. (2020). The role of strategic planning in crisis
management among small hospitality firms in Nigeria. International Journal of
Hospitality Management, 90, 102-110. https://doi.org/10.1016/j.ijhm.2020.102110
Baker, M. A., & Edwards, D. (2020). Crisis management in small hospitality firms: A review of
the literature. International Journal of Hospitality Management, 87, 102-112.
https://doi.org/10.1016/j.ijhm.2019.102112
Baker, T., & Nelson, R. E. (2005). Creating something from nothing: Resource construction
through entrepreneurial bricolage. Administrative Science Quarterly, 50(3), 329-366.
https://doi.org/10.2189/asqu.2005.50.3.329
Coombs, W. T. (2015). Ongoing crisis communication: Planning, managing, and responding.
SAGE Publications.
Eze, S., & Nwankwo, C. (2023). The impact of reactive crisis management strategies on small
hospitality firms in Nigeria. International Journal of Hospitality Management, 39(1), 45-
https://doi.org/10.1016/j.ijhm.2023.02.004
Gössling, S., Scott, D., & Hall, C. M. (2021). Pandemics, tourism, and global change: A rapid
assessment
of
COVID-19.
Journal
of
Sustainable
Tourism,
29(1),
1-20.
https://doi.org/10.1080/09669582.2020.1758708
Gursoy, D., & Chi, C. G. (2020). Effects of COVID-19 on the hospitality industry: A research
agenda.
Journal
of
Hospitality
Marketing
&
Management,
29(5),
1-10.
https://doi.org/10.1080/19368623.2020.1788231
Ibe, O., & Chukwu, R. (2023). Technology adoption in crisis management: Lessons from the
COVID-19 pandemic for small hospitality firms in Nigeria. Tourism Management
Perspectives, 45, 67-78. https://doi.org/10.1016/j.tmp.2023.03.002
Igbomor, E. (2023). The relationship between strategic human resource management
practices and employee performance: the moderating role of information
communication technology (ICT) usage. International Journal of Management
Studies
and
Social
Science
Research,
5(5),
294-
Doi:https://doi.org/10.56293/IJMSSSR.2022.4726
Igbomor, E. & Ogbuma, S.M. (2024). An Empirical Evidence of the Effect of
Organizational Commitment on Employee Job Performance. International
Journal of Research Publication and Reviews, 5(1), 1941-1947.
Igbomor, E. (2024). Exploring the Relationship between Transformational Leadership and Job
Satisfaction. Journal of Strategic Human Resource Management, 13(2), 31-39.
Ivanov, S., & Webster, C. (2020). COVID-19 and the future of the tourism industry: The expert
panel's
perspective.
Tourism
Management,
77,
https://doi.org/10.1016/j.tourman.2020.104302
Jones, P., & Comfort, D. (2021). The COVID-19 crisis, tourism, and sustainable development.
International Journal of Tourism Cities, 7(1), 25-35. https://doi.org/10.1108/IJTC-06-
2020-0120
Kim, H., & Lee, Y. (2022). Crisis leadership in the hospitality industry: Lessons from the COVID-
19 pandemic. Journal of Hospitality and Tourism Management, 51, 305-313.
https://doi.org/10.1016/j.jhtm.2021.12.006
Kirk, D., & Rifai, D. (2021). Crisis management in the hospitality industry: A systematic review.
Tourism
Management
Perspectives,
39,
100-110.
https://doi.org/10.1016/j.tmp.2021.100110
Kwortnik, R. J., & Thompson, G. M. (2009). Unifying service marketing and operations with
service experience management. Journal of Service Research, 11(4), 389-406.
https://doi.org/10.1177/1094670509344200
Nwankwo, C., & Eze, S. (2023). Data-driven decision-making in crisis management: The role of
technology in small hospitality firms. Journal of Business Research, 142, 234-245.
https://doi.org/10.1016/j.jbusres.2023.04.001
Ogunyemi, A., Adebayo, A., & Ojo, J. A. (2022). The impact of COVID-19 on small hospitality
firms in Nigeria: Challenges and opportunities. Tourism Management Perspectives, 43,
1-10. https://doi.org/10.1016/j.tmp.2021.100973.
Ojo, A., & Adebayo, T. (2022). Proactive crisis management strategies and organizational
performance in the Nigerian hospitality sector. African Journal of Hospitality, Tourism
and Leisure, 11(3), 456-470. https://doi.org/10.46222/ajhtl.19770720.2022
Ojo, J. A., & Adebayo, A. (2021). Proactive crisis management strategies in small hospitality
firms: A Nigerian perspective. Journal of Tourism and Hospitality Management, 9(1),
45-60. https://doi.org/10.17265/2328-2169/2021.01.005.
Okafor, E., & Nwosu, I. (2022). The influence of empathetic leadership on employee performance
during crises in small hospitality firms. International Journal of Contemporary
Hospitality Management, 34(5), 1234-1250. https://doi.org/10.1108/IJCHM-05-2022-
0523
Ritchie, B. W. (2004). Chaos, crises and disasters: A strategic approach to crisis management in
the
tourism
industry.
Tourism
Management,
25(6),
669-683.
https://doi.org/10.1016/j.tourman.2004.06.006
Wang, Y., Hong, A., Li, X., & Gao, J. (2020). Marketing innovations during a global crisis: A
study
of
COVID-19.
Journal
of
Business
Research,
116,
347-355.
https://doi.org/10.1016/j.jbusres.2020.05.02.

DOWNLOAD PDF

---

Back