Are There Any Differences in the Implementation of Crisis Management Throughout the Initial Phase, During, and After the COVID-19 Pandemic? A Study from the Restaurant Industry in Indonesia

This study aims to investigate the optimal micro-level decision-making priorities as perceived by business actors or restaurant managers in relation to the COVID-19 pandemic. The Importance Performance Analysis (IPA) analysis method is employed to assess these priorities at three distinct stages: the initial phase, the ongoing phase, and the post-pandemic phase. The COVID-19 pandemic triggered a substantial shift in crisis management practises, both during and in the aftermath of the crisis. The most significant enhancements were observed in the realm of collaboration with fellow merchants, promotion of novel services, and use of outsourced or freelance personnel. In the context of the pandemic, certain attributes have demonstrated persistent significance and utilisation across all stages. These attributes include the provision of discounts, advertising across diverse media channels, introduction of new menus, supply of masks for employees, availability of disinfectants in restaurant premises, and the dissemination of COVID-19 prevention information to both employees and visitors. Keywords: COVID-19, crisis management practices, Importance Performance Anaysis (IPA), restaurant