Revisiting social-mediated crisis communication model: The Lancôme regenerative crisis after the Hong Kong Umbrella Movement

Social Media During the COVID-19 Era in 5* Hotels in Attica, Greece

“…The hoteliers did not change their communication tactics, continuing to make the usual offers of the period. Over time, under the guidance of the specialized media agency (Marketing Greece), hoteliers began to ignore the current negative situation [30,32] by focusing through social networks on positive images of the future [21,33].…”

“…This situation can be paralleled with the case of tourism destinations when they are in a position to confront crises caused by terrorism (e.g. Middle East) [21]. There are times when tourism destinations choose to totally ignore the crisis, announce a new era or disseminate different positive images for example, by promoting events and festivals [21].…”

“…or businesses (e.g. tour operators, airline companies, hotels) [20,21]. If a crisis was a matter of bad service provision or operational failures, organizations could have adopted a basic crisis communication strategy that follows a reasoning like expressing regret, acting to resolve the issue, providing reassurance that the situation will not reoccur and offering compensation and support [21].…”

“…tour operators, airline companies, hotels) [20,21]. If a crisis was a matter of bad service provision or operational failures, organizations could have adopted a basic crisis communication strategy that follows a reasoning like expressing regret, acting to resolve the issue, providing reassurance that the situation will not reoccur and offering compensation and support [21]. In the case of Covid-19, such a model is not appropriate as the tourism business cannot promise that the situation will change soon neither can it act to resolve or to assign blame.…”

“…Middle East) [21]. There are times when tourism destinations choose to totally ignore the crisis, announce a new era or disseminate different positive images for example, by promoting events and festivals [21].…”