Web Information in Face of COVID-19 Crisis: Evidence from Tourism Sector

Abstract

Due to COVID-19, the global health crisis has had an unprecedented effect on the tourism industry. Academics and politicians are asked to point out solutions that will help people and the economy mitigate such a bad impact. This paper aims to answer the following research questions: (i) How the pandemic caused by COVID-19 was treated by tourism e/m-commerce companies, (ii) What kind of information is available on social media about COVID-19, (iii) What economic and financial information can be access on the web regarding these companies. This is an exploratory study based on multiple case-study approaches that combine different methodologies and techniques. The content analysis focuses on two main pillars: COVID-19 related information available in websites and social networks;the economic and financial information available and freely accessible on the web. The results indicate that, in general, companies have strengthened their presence in the digital world. Services that were previously provided face-to-face or in a mixed format, are now exclusively remote. Communication with customers about pandemic awareness, public health care and, especially, procedures to be carried out, were also distributed through digital channels. Financial data of companies with a diversified business portfolio evidence systematic risk, while companies that deal exclusively with tourism business already show expected losses due to their exposure to specific risk, expected for the tourism sector.