Integrating Digital Technology for Crisis Management in Hospitality Industry: A Case Study on City Relay

This research aims to determine the importance of integrating various types of technology within the hospitality sector for the purpose of managing a crisis within City Relay organization. The research includes data collected from the secondary as well as the primary sources. The present report will be helpful for the students in learning the advantages and significance of digital technology within the hospitality industry and manage the conflicts that arise within the same.

RESEARCH PROJECT

Table of Contents
ABSTRACT ....................................................................................................................................4
CHAPTER – 1: INTRODUCTION.................................................................................................5
Research Aim and Objectives......................................................................................................5
Research Questions .....................................................................................................................5
Project Background .....................................................................................................................5
Research rationale........................................................................................................................6
Scope of research ........................................................................................................................6
Overview of methodology ...........................................................................................................6
Chapter preview...........................................................................................................................7
CHAPTER-2 LITERATURE REVIEW..........................................................................................7
Theme 1: To identify the concept of integrating new digital technology....................................7
Theme 2: To assess the current practices of new digital technology beneficial for crises
management.................................................................................................................................8
Theme 3: To discussion on benefits and importance of integrating digital technology for
managing crises into hospitality industry.....................................................................................9
CHAPTER -3 RESEARCH METHODOLOGY ............................................................................9
Research type...............................................................................................................................9
Research approach.....................................................................................................................10
Research philosophy..................................................................................................................10
Data collection...........................................................................................................................10
Sampling....................................................................................................................................10
Data analysis..............................................................................................................................11
Reliability and validity...............................................................................................................11
Research limitations...................................................................................................................11
Ethical considerations................................................................................................................12
CHAPTER-4 ANALYSIS AND FINDINGS ...............................................................................12
Interpretation .............................................................................................................................19
CHAPTER 5 RECOMMENDATIONS ........................................................................................19
CHAPTER 6 CONCLUSION .......................................................................................................20

REFLECTION ..........................................................................................................................21
REFERENCES...............................................................................................................................22
APPENDIX A..................................................................................................................................1
Section Two: Project summary .........................................................................................1
Section Three: Participants ...............................................................................................1
Section Five: Ethical issues ..............................................................................................5
Section Six: Declaration ...................................................................................................5
APPENDIX : B ...............................................................................................................................7
APPENDIX C..................................................................................................................................9

ABSTRACT
The present research aims to determine the importance of integrating various types of
technology within the hospitality sector for the purpose of managing a crisis within City Relay
organization. The research has been successful in determining the importance of integrating
different types of technology within the hospitality industry. It has been determined with the help
of this research that there is a need to implement the use of digital technology and integrate them
within the City Relay organization. This will help the company in increasing the effectiveness of
their crisis management strategies. The present research includes data collected from the
secondary as well as the primary sources which in order to determine the efficiency, importance
and role of the subject of the study. The research report states that the use of effective technology
and different types software can help the City Relay organization in eliminating the threats
associated with business operations conducted by the insiders within the organization.

ACKNOWLEDGEMENT
I would like to thank my esteemed professor for his invaluable supervision, time, support and
instruction during the dissertation. Additionally, I would like to thank my friends, colleges,
research team for cherished time spend together and sharing of useful information which helps
me a lot while completing my dissertation report. My appreciation also goes for my family and
friends for their encouragement and support all through my studies.
Title: To assess the impact of integrating new digital technology into crises management A Case
study on City relay hospitality industry.

CHAPTER – 1: INTRODUCTION
Research Aim and Objectives
Research Aim: The aim of conducting this research is “To identify the impact of integrating
new digital technology into crises management”. Case study on City relay hospitality industry.
Research Objectives
1. To identify the concept of integrating new digital technology
2. To assess the current practices of new digital technology beneficial for crises
management
3. To discuss the benefits and importance of integrating digital technology for managing
crises into hospitality industry
Research Questions1. What is the main concept of integrating new digital technology?2. How can integrating new digital technology beneficial for crises management?3. What are the benefits and importance of integrating new digital technology for managing
crises into hospitality industry?
Project Background
The use of technology has been constantly increasing in the business processes conducted
by an organization. The information technology companies are working hard in order to bring
innovativeness in the technology they provide for the purpose of solving various types of issues
faced by the organization (Ali, 2022). There are various types of crisis which an organization
falling under the category of hospitality industry has to face. Therefore, it is essential for them to
decide and plan their course of action which they will be implementing in the times of the need
and emergency situation. Therefore, there is a need for the organizations and hotels to implement
the use of technology and integrate the same within their organization for the purpose of
managing a crisis. The major aim of this research is to determine the importance of integrating
digital technology within their organization for the purpose of managing a crisis within the same.

Research rationale
Crisis management can be referred to as certain strategies used by organizations in order
to eliminate the negative impact of a particular action within the enterprise. The use of digital
tools and technology can be an effective opportunity which can be used by different sorts of
enterprises in order to mitigate the impact of a negative action and thus, eliminate the same from
the company (Khanna, 2020). Similarly, the organizations falling under the hospitality industry
can make effective use of digital technology in order to manage a crisis arising within that
industry. The main objective behind this research is to gain more clarity with respect to the
application of digital technology within the hospitality sector. The present research will be
helpful in determining how digital technology leads to high consistency in the business
operations of an organization. The current report will be helpful for the students in learning the
advantages and significance of digital technology within the hospitality industry and manage the
conflicts that arises within the same.
Scope of research
The scope of this research is to determine a range of new and emerging digital
technologies within a nation and how it plays an effective role in the crisis management within
the City Relay Hospitality Industry. The main objective of this research is to focus specifically
on the key aspects which proves to beneficial with respect to the crisis management within the
hospitality industry. The present study will put emphasis on the theories of digital technology
and how it helps an organization in resolving the differing types of conflicts within the industry
and help the hotels in improving the same.
Overview of methodology
The present research includes both primary sources as well as secondary sources of
information with respect to the subject of the study. The present research analyses the
information collected from the secondary sources which includes online journals, websites,
books, magazines, etc. Similarly, an evaluation of the findings and the data collected from the
primary sources with the help of a questionnaire from the employees of the City Relay in order to
determine the effectiveness and significance of the use of digital technology within the context of
hospitality industry. In the present research, a sample size of 30 respondents has been taken into
consideration. Since, the research is qualitative in nature, the thematic perception test technique

has been used within the research as this technique is helpful in formation of themes on the basis
of the qualitative data collected.
Chapter preview
There are 6 chapters within the research. The first chapter is introduction which provides
a brief introduction about the subject of the research. It includes an aim, objective, research
questions, scope and rationale of the study (Alabbadi, and Al-Masaeed, 2021). The second
chapter of the research is of the literature review which discuss about the several aspects of this
research. The third chapter is based on the research methodology in which the research
philosophy, techniques, method of study, design and other tools and techniques used in order to
conduct the research has been mentioned. The chapter four is based on the findings and analysis
in which interpretations of the survey conducted among the workforce of the City Relay has been
mentioned. The chapter five of the study provides recommendations and suggestions on the basis
of the findings and discussions of the study and the chapter six is conclusion which involves all
the key aspects and findings of the study.
CHAPTER-2 LITERATURE REVIEW
Theme 1: To identify the concept of integrating new digital technology
As per the views of Nabil, and Abderraouf, (2018), it has been determined that
integrating new technology refers to the use of digital tools and applications within different
parts and departments of a business organization in order to enhance the effective of the business
processes within an enterprise. The use of digital tools involves technology such as artificial
intelligence, project management tools, recruitment management tools, cloud storage, CRM
tools, new generation intranet platform and many more of such digital tools and technologies
within the business processes of an organization in order to receive enhanced and effective
outcomes.
According to Hassan, and Hamed, (2022), if an organization plans to digitally transform
itself, it can be benefited from the digital technology in a number of ways. The implementation
of the use of digital technology within the business operations helps the enterprises in enhancing
their productivity and efficiency within the company, organizing and efficiently utilizing the
resources available to the company, helps the organization in increasing the customer
engagement and enhancing the responsiveness of the customers with the company and thus,

helps the company in increasing their revenue and profitability of the company. When
organizations automate the business processes within a company, it helps the companies in
saving a lot of time and utilizing the same in the development of new and innovative strategies
which can be found helpful in increasing the effectiveness of the company. Similarly, the use of
chat bots and other tools which are developed as a result of using the artificial intelligence within
the organizations helps a company in easing the business processes within the company and
increasing the efficiency of the employees which in turns helps in increasing the customer
engagement with the products and services offered by the organization.
Theme 2: To assess the current practices of new digital technology beneficial for crises
management
As investigated by Hetu, and et.al (2018), it has been identified that there is wide range of
technology which is used by hospitality industry for the purpose of managing a crisis within the
hotels. The digital technology includes the use of chatbots, self-service kiosks, artificial
intelligence, industry robots, internet of things, voice and face recognition technologies. In
today’s time, the hotels and the hospitality industry make effective use of artificial intelligence in
order manage a range of activities. The hospitality industry makes use of artificial intelligence
for the purpose of checking on the guests, room service and answering to the questions of the
customers. This helps the hospitality sector to manage and solve the issues faced by the
customers and thus helps them in managing a crisis. The artificial intelligence is also used by the
hospitality sector for the purpose of enhancing the customer experience with respect to bookings.
For the same, the hotels use AI in order to automate and integrate their functions within all the
departments. This helps them in saving their time, cost and increases the customer experience
and satisfaction with the hotels and helps then in saving themselves from a crisis by increasing
their revenue.
According to Guembour, and Raki, (2020), the chatbots are also considered as one of the
most important tools which helps the hotel industry during the times of a crisis. For instance, at
the time of sudden outbreak of COVID 19, the hospitality industry had to take certain steps in
order to safeguard the interest of customers and ensure their health and safety. Since, the
COVID19 was spreading very quickly all over the world, the government of different nations
were constantly issuing guidelines which needed to be followed by different industries within the

country. It was difficult for the hospitality industry to streamline the flow of information and
guidelines in order to safeguard the health of the customers. For the same, the hospitality
industry made effective use of chat bots. Chatbots were used during that phase in order to answer
the queries and important issues faced by the customers. The use of chatbots made it easy for the
hospitality sector to easily update the information and guidelines and thus, was found to be
helpful in managing the crisis.
Theme 3: To discussion on benefits and importance of integrating digital technology for
managing crises into hospitality industry
As investigated by Yan, and et.al (2022), the digital technology can be used for the
purpose of managing an emergency situation quickly as it helps the hospitality sector in
determining the actions that needs to be taken in order to mitigate the impact of the crisis faster.
The hospitality sector makes use of artificial intelligence and chatbots in order to quickly update
the rules and regulations with respect to crisis situation. On their official website and also make it
easy for the hotel staff to communicate about the situation to the customers and try to mitigate its
impact as soon as possible.
Summary
The present section discusses the concept of integrating the use of digital technology for
the purpose of managing a crisis within the hospitality sector. It discusses the advantages of
employing the use of digital technology within crisis management in the hotel industry.
CHAPTER -3 RESEARCH METHODOLOGY
Research type
There are basically two types of research, namely, qualitative research and quantitative
research. Qualitative research refers to the use of data that is qualitative in nature i.e., the data
which is not in the numerical format. On the other hand, the quantitative data refers to the use of
data in the forms of numeric values (Babii, 2020). The present research is qualitative research
which involves the use of data that is in the form of behaviour of individuals. The present report
will evaluate the findings of the research collected on the basis of the survey conducted among
the workforce of the City Relay.

Research approach
There are majorly two types of the research approaches which are used by the research
scholars in order to conduct a research. The two research approach are inductive research
approach and the deductive research approach. In the present research, the inductive research
approach has been used. This approach is helpful in the qualitative research and helps in
developing the themes and theories on the basis of the responses received from the respondents
and make necessary conclusions by deeply examining the received responses.
Research philosophy
The research philosophy can be divided into two parts, namely, Interpretivism and
Positivism. The interpretivism philosophy of the research is used in the qualitative research and
the positivism philosophy is used in quantitative research (Zawacki-Richter, and et.al 2020).
Since, the present research i.e., determining the impact of integrating new digital technology in
the crisis management within the hospitality industry is a qualitative research, the interpretivism
philosophy of research has been used. the interpretivism philosophy has been found helpful and
effective in making observations on the basis of the data collected in order to analyse the same
and form relevant conclusions on the basis of the data collected in order to carry out the research.
Data collection
Generally, there are two ways in which the research scholars collect the data in order to
conduct research. These ways involve collection data from either secondary sources or primary
sources. the data collection from secondary sources refers to the gathering of data from books,
journals, websites, and other such sources of information (Pennington-Gray, 2018). On the other
hand, collection of data from primary sources refers to collecting the data by conducting
interviews, surveys. However, in the present research, both, the secondary sources as well as the
primary sources of information have been used. In order to collect the data from primary sources,
a survey has been conducted among the 30 employees of the City Relay in order to determine
their views and opinions with respect to integration of digital technology within the crisis
management under the hospitality sector.
Sampling
Sampling can be referred to as a group of people selected from a large audience or
population in order to determine their views with respect to a particular situation. The responses
received from the sample of a research are indicative of the views a large population. In the

present research, a sample size of 30 employees of the City Relay have been taken into
consideration (Ngozwana, 2018). The responses received from these 30 individuals are used in
order to represent the views of a large population within the hospitality industry. The responses
received from these 30 employees of the City Relay have been used in order to determine the use
and impact of new digital technology for the purpose of crisis management under the hospitality
sector.
Data analysis
The techniques used in order to analyse the data collected during the research can be
bifurcated into two parts, i.e., the thematic perception test analysis technique and the SPSS
technique. Since, the present study is qualitative in nature, the thematic perception test technique
has been used within the same. The use of thematic perception test technique has been found
helpful in effectively analysing the beliefs and opinions of the workforce within the organization
with respect to the use of technology in the crisis management. Also, this has been found helpful
in the development of several themes on the basis of the analysis.
Reliability and validity
In order to ensure the validity and reliability of the secondary data, only those articles,
books, and content has been taken into consideration which has been published in or after the
year 2018. All the data that was published before 2018 with respect to the effectiveness of the
digital technology in enhancing the crisis management within the hospitality industry has been
ignored (Zangirolami-Raimundo, Echeimberg, and Leone, 2018). While collecting the data from
the secondary sources, it has been made sure that only the data that is relevant to the subject of
the study gets considered in order to carry out the research. Also, it has been made sure that only
that data is considered which has been taken from copyright protected sources in order to ensure
that the information is correct and significant to the topic of the study. All of these actions
ensures the reliability and authenticity of the information collected.
Research limitations
The major limitations associated with the current study includes time, unavailability of
proper resources and money. Since, the time was limited for the purpose of conducting the
present study, a sample size of only 30 employees of the City Relay have been taken into
consideration. Also, due to the unavailability of time and money, the SPSS technique has not
been taken into use. However, in order to eliminate the limitations faced during the research, the

thematic perception test technique has been used for the purpose of conducting the research.
Since, the data was qualitative in nature, the thematic perception test technique was found to be
the most effective technique in order to analyse the data collected and form relevant conclusions
on that basis.
Ethical considerations
All the ethical aspects have been considered while carrying out this study. For the
purpose of complying with the ethical aspects while conducting a research, the research scholar
has made use of consent forms before asking them to participate within the survey (Cr, 2020).
The employees of the City Relay were asked to fill the consent form in order to ensure that they
participated within the survey on their own and were not forced.
CHAPTER-4 ANALYSIS AND FINDINGS
Theme 1: Do you understand the concept of crisis management?
Particulars Respondents
Yes 25
No 5
Total 30
Interpretation

On the basis of the present theme, it can be stated that a majority of the employees within
the City Relay organization are aware of the concept of the crisis management within the
hospitality industry. Around 25 employees from a total of 30 voted yes that they understand the
concept and meaning of crisis management. However, there were 5 employees who do not had
any knowledge with respect to this field and were unaware of the same.
Theme 2: Do you think, technology is useful in managing a situation of crisis within the
hospitality industry?
Particulars Respondents
Yes 28
No 2
Total 30
Interpretation
From a sample size of 30 employees of the City Relay organization, a total of 28
employees stated that they think technology plays an essential role in managing a crisis within
the hospitality industry. On the contrary, there were two employees who did not believe in the
concept of using technology in order enhance the ability to manage the crisis within the
organization. On the basis of this, it can be stated that a major portion of the sample believes that
technology should be used manage a crisis effectively.

Theme 3: In your opinion, what are the advantages of using digital technology in managing
a crisis within your company?
Particulars Respondents
Increases the ability of the workforce to deal
with the situation
5
Determining in advance the flaws associated
with certain tasks which might hinder the
functioning of the hotel
3
Preparation of the evacuation plans 2
All of the above 20
Total 30
Interpretation
On the basis of the responses received, it can be interpreted that the most of the
employees within the company believes that there are a number of advantages of using
technology for the purpose of managing a crisis within the company. The advantages include
increasing the ability of the workforce to deal with the situation, determination of the flaws
which might affect the operations of the company and preparation of the evacuation plans .

However, there were a few employees who voted I the favour of individual advantages stated
above.
Theme 4: According to you, if the use of various types technologies is integrated with one
another for the purpose of managing a crisis within your enterprise , will it help your
organization in enhancing their course of action?
Particulars Respondents
Yes 22
No 8
Total 30
Interpretation
From a sample of 30 employees working within the City Relay, it has been noted that
around 22 employees thinks that integrating the use of different types of technologies within the
company will help their organization in enhancing their course of action in managing a crisis
within the company. On the contrary, there were 8 such employees who did not believe that
integrating the various types of technology will help the company in managing a crisis situation.

Theme 5 : In your opinion, what will be the change if your enterprise plans to integrate the
use of digital technologies for the purpose of managing a crisis?
Particulars Respondents
Enhanced communication 5
All in services 1
Better accessibility to important information 1
All of the above 23
Total 30
Interpretation
A majority of responses were stating that the integration of differing technologies for the
purpose managing a crisis within their organization will help their company in enhancing their
communication, all in service and will provide them with better accessibility towards accessing
an information. However, there were a few employees which voted for the individual advantages.
Theme 6 : According to your view points, are the current practices used by your
organization effective in managing an emergency or crisis?
Particulars Respondents

Yes 10
No 20
Total 30
Interpretation
Among a sample of 30 employees selected for the purpose of conducting the survey, 10
stated that the current practices used by their organization are effective in managing an
emergency situation but a majority of the responses stated that they not think that the current
practices of crisis management are efficient and effective in managing a crisis within their
organization. This states that the City relay organization needs to focus on enhancing their
strategies and practices of managing a crisis within their organization.
Theme 7: Currently, what are the issues faced by your company in responding to a crisis?
Particulars Respondents
Risk assessment 5
Training and coordination 15
Identification of the cost associated with the
risk
5
All of the above 5
Total 30

Interpretation
On the basis of the responses received, it can be interpreted that 5 employees thinks that
their organization faces issues in assessing the risks in advance, 15 employees state the issues
with respect to the training and coordination of the workforce under such situation , 5 states that
their organization is weak in assessing the cost attached with the risks and 5 believes that their
organization has to deal with all the stated issues while managing a crisis within their company.
Theme 8: Do you think, that your organization should integrate the use of technology for
the purpose of crisis management as soon as possible ?
Particulars Respondents
Yes 25
No 5
Total 30

Interpretation
Among a sample size of 30 employees from the City Relay organization, a total of 25
employees stated that their organization needs to implement and integrate the use of technology
in order to effectively manage a crisis. On the contrary, 5 employee states that they do not think
that there is any need of doing the same.
Summary
On the basis of the analysis and findings collected from the primary research conducted
within the City Relay organization, it has been determined that the organization needs to
implement the use technology as well as integrate differing technologies within their
organization. This will help the company in enhancing their strategies and effectiveness of the
crisis management. It has been determined that the use of digital tools and technologies will help
the company in enhancing the communication, planning their course of action in order manage a
risk , identifying the risks and the cost associated with it, enhancing the training and development
of employees working within the organization and increasing the level of coordination among
them.
CHAPTER 5 RECOMMENDATIONS
On the basis of the above analysis, it has been determined that the current practices of the
crisis management within the City Relay organization is not that effective in nature. Therefore,
there is a need within the organization to implement and integrate the use of digital solution in

order to manage a crisis effectively within the company. For the same, there are certain
recommendations provided to the organization in order to implement the same:
 The City Relay organization should implement the use mobile devices as it has become
one of the most important tool which helps the organization in carrying out a good
amount of actions (Pandey, and Pandey, 2021). In today's times, the mobile phones are
capable of doing those tasks which were earlier performed by the use of computers. The
use of mobile phones will be helpful in communicating under the organization clearly and
quickly. The features available within the same that includes high mp camera, internal
storage, ability to access the internet , data transmission are all very important for the
purpose of communicating about a crisis within the staff of the company and decide the
course of action for the same.
 The organization can also implement the use of technology within the company which
can help them to prevent the organization from the threat of being attacked by the insiders
(Snyder, 2019). The City Relay organization can use technological software which helps
in data activity monitoring, whitelisting, network flow analysis, data loss prevention, and
security information management, log analysis. The use of the software which can help
the company in solving the insider threats will also help the City Relay organization in
eliminating various types of risks ad crisis which were associated with operations
conducted by the insiders within the company.
CHAPTER 6 CONCLUSION
From the above research, it can be concluded that integrating the use of different types of
technology within the organizations falling under the hospitality industry can benefit them in the
process of managing a crisis within the company. The present research discusses about the
concept and meaning of integrating the use of different types of technologies respect to the crisis
management under the hospitality industry. The present research states the importance of
integrating technologies within an organization for the purpose managing a crisis. O the basis of
the findings and observations made, it has been determined that a majority of the employees
within the City Relay believes that their company needs to update their strategies and methods of
crisis management. The workforce of the City Relay also states that their organization should
implement the use of technology and integrate all the essential software within their enterprise.

This will help the company in managing a crisis effectively. Also, implementing the use of
mobile phones and software which are specially built for data activity monitoring, data loss
prevention, security information system and other such software will help the company in
eradicating the insider threats within the company. And, also help the enterprise in mitigating its
impact as soon as possible without affecting many operations and efficiency of the enterprise.
REFLECTION
The present research has helped me in enhancing my knowledge about the concept of
technology and its role in the crisis management within the hospitality sector. I have conducted a
secondary and a primary research within the subject in order to understand the perspective of the
employees working within this sector and also compare their views with the data that has been
collected from the secondary sources. This has been done to ensure that any of the important
concept do not get ignored while conducting the research. With the help of the data collected
from the primary and the secondary sources, I have realized the importance of digital technology
and its integration and how it can lead to positive results in managing a crisis situation that arises
within an enterprise. While conducting the research, I have also developed an understanding
towards types of crisis which an organization falling under the category of hospitality industry
might face. This knowledge that I have gained while conducting the research will be helpful in
my future careers. This is so because, it has been found helpful in enhancing my knowledge with
respect to the use of technology and how it has become essentially important in each and every
department of an organization.

REFERENCES
Books and journals
Alabbadi, H. and Al-Masaeed, S., 2021. E-readiness and crisis management. International
Journal of Management and Enterprise Development. 20(2). pp.162-176.
Ali, M.B., 2022. A Systematic Review of Information Technologies to Assist Policymaking in
Crisis Management. Future Role of Sustainable Innovative Technologies in Crisis
Management. pp.1-12.
Babii, A., 2020. Important aspects of the experimental research methodology. Вісник
Тернопільського національного технічного університету. 97(1). pp.77-87.
Cr, K., 2020. Research methodology methods and techniques.
Guembour, A. and Raki, N., 2020. Role of Communication and Technology in Crisis
Management. European Journal of Engineering and Formal Sciences Articles, 4.
Hassan, N.K. and Hamed, S.A., 2022. The role of digital leadership in the effectiveness of
organizational crisis management. Journal of Positive School Psychology. pp.5373-5379.
Hetu, S.N., and et.al 2018. A simulation framework for crisis management: Design and
use. Simulation Modelling Practice and Theory. 85. pp.15-32.
Khanna, S., 2020. ICT Enabled Learning: A tool in Crisis Management. Aptisi Transactions on
Technopreneurship (ATT). 2(2). pp.127-130.
Nabil, H. and Abderraouf, G., 2018. Role of Communication and technology in crisis
management.
Ngozwana, N., 2018. Ethical dilemmas in qualitative research methodology: Researcher’s
reflections. International Journal of Educational Methodology. 4(1). pp.19-28.
Pandey, P. and Pandey, M.M., 2021. Research methodology tools and techniques. Bridge Center.
Pennington-Gray, L., 2018. Reflections to move forward: Where destination crisis management
research needs to go. Tourism management perspectives. 25. pp.136-139.
Snyder, H., 2019. Literature review as a research methodology: An overview and
guidelines. Journal of business research. 104. pp.333-339.
Yan, M., and et.al 2022. Cross Reality in Crisis Management. In Cases on Virtual Reality
Modeling in Healthcare (pp. 187-214). IGI Global.

Zangirolami-Raimundo, J., Echeimberg, J.D.O. and Leone, C., 2018. Research methodology
topics: Cross-sectional studies. Journal of Human Growth and Development. 28(3).
pp.356-360.
Zawacki-Richter, O., and et.al 2020. Systematic reviews in educational research: Methodology,
perspectives and application (p. 161). Springer Nature.

APPENDIX A
ETHICS FORM
Section Two: Project summary
Please select all research methods that you plan to use as part of your project:
Interviews
Questionnaires
Observations
Use of Personal Records
Data Analysis
Action Research
Focus Groups
Other (please specify)
Section Three: Participants
No
Will your research involve human participants? Yes
Who are the participants? Tick all that apply

Young people
aged 17-18:
Ages 12-16 Adults:
How will participants be recruited (identified and approached)?
Employee those are working into Coty Relay hospitality industry because they do have great
idea which essential practices and factors can manage organization sustainability.
Describe the process you will use to inform participants about what you are doing:
 Prepare questioner chart from identification of essential factors
 Information distribution of topic requirement
 Distribution of idea of topic needs
 Clear instructions to participators that they not share information of research to
others.
How will you obtain consent from participants? Will this be written? How will it be made clear
to participants that they may withdraw consent to participate at any time?

Clear instruction with notes that individual not share information to others otherwise
organization will take strict action against on it. Participators has responsibility to develop
safety of questioners. Within notes provide clear instruction that they do not share information
to others. And individual participants have responsibility to develop loyalty in answers.
Studies involving questionnaires: Will participants be given the option of omitting questions
they do not wish to answer?
No:
Yes:
If No, please explain why below and ensure that you cover any ethical issues arising from this:
Studies involving observation: Confirm whether participants will be asked for their informed
consent to be approved.
No:
Yes:
Will you debrief participants at the end of their participation? (e.g. give them a brief
explanation of the study)
No:
Yes:
No:
Will participants be given information about the findings of your study? (This could
be a summary of your findings generally)
Yes:
Section Four: Data storage and security

Confirm that all personal data will be stored and processed in compliance with the Data
Protection Act (1998)
No:
Yes:
Who will have access to the data and personal information?
Application of computer device with proper safety from password and appropriate
safety tools involvement.
During the research
Where will the data be stored?
Computer device
Will mobile devices, such as USB storage and laptops, be used?
No:
Yes:
If yes, please provide further details: Because its very safe and secure tool and individual can
easily develop safety of information.
After the research
Where will the data be stored?
Laptop
How long will the data and records be kept, and in what format?

Question and answers format
Will the data be kept for use by other researchers?
No:
Yes:
If yes, please provide further details:
Section Five: Ethical issues
Are there any particular features of your proposed work which may raise ethical concerns? If
so, please outline how you will deal with these:
It is important that you demonstrate your awareness of potential risks that may arise as a result
of your research. Please consider/address all issues that may apply. Ethical concerns may
include, but are not limited to the following:
• informed consent
• potentially vulnerable participants
• sensitive topics
• risks to participants and/or researchers
• confidentiality/anonymity
• disclosures/limits to confidentiality
• data storage and security, both during and after the research (including transfer, sharing,
encryption, protection)
• reporting
• dissemination and use of your findings.
Section Six: Declaration
I have read, understood, and will abide by the [Nelson College London ] Research Ethics
Policy:

No:
Yes:
I have discussed the ethical issues relating to my research with my tutor:
No:
Yes:
I confirm that, to the best of my knowledge, the above information is correct and that this is
a full description of the ethical issues that may arise in the course of my/our research.
Student Name(s) Date

APPENDIX : B
Questionnaire
Do you understand the concept of crisis management?
a) Yes
b) No
Do you think, technology is useful in managing a situation of crisis within the hospitality
industry?
a) Yes
b) No
3.In your opinion, what are the advantages of using digital technology in managing a crisis
within your company?
a) Increases the ability of the workforce to deal with the situation
b)Determining in advance the flaws associated with certain tasks which might hinder the
functioning of the hotel
c)Preparation of the evacuation plans
d)All of the above
4.According to you, if the use of various types technologies is integrated with one another for the
purpose of managing a crisis within your enterprise , will it help your organization in enhancing
their course of action?
a) Yes
b) No
5.In your opinion, what will be the change if your enterprise plans to integrate the use of digital
technologies for the purpose of managing a crisis?
a)Enhanced communication
b)All in services
c)Better accessibility to important information
d)All of the above
6.According to your view points, are the current practices used by your organization effective in
managing an emergency or crisis?
a) Yes

b) No
7.Currently, what are the issues faced by your company in responding to a crisis?
a) Risk assessment
b) Training and coordination
c) Identification of the cost associated with the risk
d) All of the above
8.Do you think, that your organization should integrate the use of technology for the purpose of
crisis management as soon as possible ?
a) Yes
b) No

APPENDIX C
GANTT CHART