Crisis Management during the COVID-19 Pandemic: A Case Study of Ctrip

Abstract

The COVID-19 pandemic has created significant developments in the year since 2020, particularly in the worldwide tourist sector. Tourist-related sectors have suffered significant damage, with China's domestic tourism industry in critical condition. Not only did this industry's income plummet, but allied businesses such as restaurants and transportation also experienced significant losses. This unprecedented public health crisis, marked by its suddenness, intensity of injury, and uncertainty about future development, has had a massive impact on a wide variety of individuals. This article depicts the influence of COVID-19 on China's tourist business, taking into consideration the industry's present development before and after the pandemic. Using Ctrip (a Chinese tourism company) as an example, this paper employs the case analysis method to examine Ctrip's operational capabilities, organizational leadership, and organizational culture as embodied in its fight against the pandemic, as well as its handling measures in the face of the tourism crisis. Finally, several ideas are proposed to promote tourism development in the post-pandemic era: integrating the digital economy and promoting the innovative development of digital tourism; changing business mindsets to make the relevant industrial chain bigger and stronger; establishing a regular management organization to deal with tourism crises and improving the tourism crisis management mechanism. This study may be useful for future tourism enterprises' response plans in the event of a public health crisis. © 2022, Success Culture Press. All rights reserved.