本研究旨在探討 COVID-19 對台灣觀光旅遊業的影響並聚焦於旅館業的危 機管理。
此論文力圖描述台灣的旅館業如何因應 COVID-19。此外，本研究希望探究 商業模式和管理模式的改變，並著眼於人力資源管理的範疇。作者在文獻 回顧當中闡述該領域關鍵性的研究並透過半結構訪談調查台灣各都市旅館 經理人。研究結果顯示台灣的觀光旅遊業，包括旅館業受到 COVID-19 極 大的衝擊。然而台灣政府迅速地提供了支援並於旅館業建立起具有穩定作 用的機制。此外，台灣政府建立了一套有效打擊疫情的防疫旅館系統，旅 館業者可參與此計畫以保持財務穩定。另外，研究結果也強調了克服 COVID-19 所帶來不可預期的情況需要業務靈活性、適應性以及從過去經驗 當中學習的能力。最後，作者於全篇末段說明該領域未來研究的方向及本 篇研究限制。未來研究可調查其他區域、族群、產業或是針對同一主題進 行縱貫面研究。另外，未來研究亦可觀察個人衛生及公共衛生在此情況所 扮演的角色。

This study is an investigation of the COVID-19 impact on the tourism industry in Taiwan, especially with the hotel industry being its centrepiece, along with a focus on a specific management field, crisis management. It aims to describe the reaction of the hotel industry in Taiwan to COVID-19. Furthermore, this study discusses the change in business models and management strategies, with the emphasis on changes in the human resource sector. The pivotal studies are described in literature review and investigated through semi-structured interviews with hotel managers from different cities of Taiwan. The results indicate that COVID-19 has drastically impacted tourism, including the hotel industry in Taiwan. However, the Taiwanese government reacted promptly to provide aid and manage a somewhat stable function of this field. In addition, it constructed an effective system of quarantine hotels that provided necessary help to fight against COVID-19 in which the hotel industry may benefit greatly by joining this program and therefore maintaining financial stability. Additionally, the findings illustrate the need for business flexibility, adaptability and learning from past experiences to overcome the unpredictable situation that is COVID-19. To conclude, ideas for possible further research on this topic are presented together with the limitations to this thesis. The ideas include changing the area, demographics and industries of the research and attempting follow-up research to examine this vast topic in a different time setting. Furthermore, it is recommended to observe the involvement of hygiene and overall public health in this situation.

Table of Contents

Thesis Validation Letter i
Acknowledgements ii
Abstract (Chinese) iii
Abstract (English) iv
1 Introduction 1
2 Literature Review 3
2.1 General Overview of the Current Situation Regarding COVID-19 and Tourism 3
2.2 Crisis Management Theory 8
2.2.1 Crisis Management in Tourism in Relation to COVID-19 15
2.3 Governmental Responses to COVID-19 Regarding Tourism in Taiwan 19
2.4 Response of the Hotel Industry to COVID-19 in Taiwan 24
3 Methodology 28
3.1 Research Design 29
3.2 Research Methods and Data Collection 29
3.2.1 Interviews 31
4 Results 37
4.1 COVID-19 Impact 37
4.1.1 Finance and Occupancy Rates 39
4.2 Hotel Management Under COVID-19 41
4.2.1 Marketing 43
4.2.2 HR 44
4.2.2.1 Training 45
4.3 Crisis Management 47
5 Discussion and Recommendations 51
5.1 Limitations and Future Reference 55
5.2 Conclusion 57
References 60
Appendices 64

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