“…Therefore, in times of crisis, developing or changing business strategies is helpful (Bronner & De Hoog, 2014) as these impact an organisation performance (Sobaih, Elshaer, Hasanein & Abdelaziz, 2021). Targeted business planning, leadership, creativity and innovation of hospitality organisations have a significant impact on their performance (O'Shea et al, 2022;Sobaih et al, 2021;Wang, Wen, Liu, Gao & Madera, 2024). Operational managers are the ones who take action or not to mitigate the negative effects of a crisis (Williams et al, 2017) and to make significant contributions to new, innovative or changing business strategies (Doern et al, 2019).…”