Crisis Favors the Prepared Firm

This chapter examines the interplay of the fundamental constructs of perceived organizational resilience and organizational ambidexterity by providing insights from a case study of an integrated service company in the tourism and leisure industry located in the Swiss Alps. The authors theorize that organizational ambidexterity (i.e., the balance between adaptability and alignment) leads to higher levels of resilience by boosting the capability of the firm to mitigate and adapt to major disruptions in its environment. Data from a survey with non-family employees show that establishing structures of alignment and adaptability and imprinting an “and/or”-mindset into the company culture has enabled all employees to constantly navigate new challenges while staying aligned on priorities throughout the hardships of the COVID-19 pandemic. However, the positive effects of alignment and adaptability can only unfold if they are combined with clear communication and transparency by the company's leadership.