COPING WITH THE PANDEMIC: RESILIENCE AND RECOVERY ACROSS THE HOSPITALITY AND GAMBLING INDUSTRIES DURING COVID-19

This study investigates the professional experiences of executives in gambling and hospitality orga-nizations from jurisdictions around the world during the COVID-19 pandemic. This qualitative research uses semistructured interviews centering around three phases of crisis management: pre-paredness, in terms of crisis/disaster plans before COVID-19; response, addressing topics such as current COVID-19 crisis management, employment conditions, and marketing strategies; and future, concerning future plans for investments and expected changes in customers' behaviors. Leaders' pre-dictions of customers' behaviors, especially with regard to the use of online platforms, can help set the foundation for future technology-based service interactions. Moreover, this analysis investigates how the COVID-19 crisis can represent an opportunity for innovation and diversification, especially in terms of new technologies and corporate social responsibility. Future research opportunities in crisis management in hospitality are discussed.