Purpose In the prevailing COVID-19 pandemic, organizations now are expected to serve customers who are highly conscious of safety and sanitation. Among others, the hospitality industry is significantly and negatively influenced by this pandemic. Given the unique characteristics of services, using advanced technology is not enough to create a memorable experience without physical interaction between service providers and customers. Thus, this study aims to define the “new normal” for service customers and to explore the “new service design” for the hotel industry. Design/methodology/approach As most of the Southeast Asian countries heavily rely on the tourism industry, this study focuses on one of the emerging tourism destinations in this region, Malaysia. The data is collected through in-depth interviews with 17 potential national and international tourists. Findings The results suggest that considering the “new normal” for customers, there is an immediate need for the hotel industry to revamp their service design by mainly practicing disinfection and sanitation activities, re-designing overall infrastructure and introducing promotional offers. Originality/value This study is novel in its kind as it provides useful guidelines for both practitioners and academicians/researchers. Under this crucial time, very few research is conducted specifically focusing on the hotel industry and tourists’ behaviors amidst the COVID-19 pandemic. The study will provide in-depth knowledge about tourists’ expectations from the hotel services, especially in their own voices.

ObjectivesConstruction is one of the unsafe industrial sectors, causing a considerable amount of harm to its workforce and organizations globally. Only a handful of research evidence has been found evaluating individuals' cognitive and engagement-related constructs to improve occupational safety. Psychological Capital (PsyCap) can have a promising impact on construction workers' psychological health, possibly leading to positive performance. Limited studies have tested PsyCap and work engagement regarding safety specifically in the context of the construction industry, with non-harmonious findings.MethodsThe proposed framework was assessed through the structural equation modeling (SEM) technique along with bootstrapping for mediation analysis. Responses were collected from different states of Malaysia from 345 construction workers. PsyCap dimensions (hope, efficacy, resilience, and optimism) were measured in connection with safety compliance and safety participation, with the mediating role of work engagement.ResultsAccording to findings, hope, optimism, and work engagement have a positive and significant impact on safety compliance. Also, hope, self-efficacy, resilience, optimism, and work engagement have a positive and significant impact on safety participation. Further, self-efficacy and optimism both have a positive impact on work engagement.ConclusionsPsyCap can be a possible predictor for work engagement, which may enhance safety-related behavior. PsyCap should be treated as a multidimensional instrument to enhance occupational safety. In-depth deliberation is needed by the organization while applying PsyCap to enhance employees' work engagement as well as safety behavior. Practical interventions based on interactive training are proposed to enhance construction industry safety. Other industries can also adapt suitable dimension(s) of PsyCap to safety behavior improvements.

This study aimed to assess the impact of workforce agility on private hospital nursing staff’s safety behavior with the mediating role of mindful organizing. This study was cross-sectional. A self-administered questionnaire was used to collect data from 369 nursing staff. The structural equation modeling (SEM) technique was used to check the internal consistency, convergent validity, discriminant validity, and hypotheses testing. For mediation analysis, the bootstrapping technique was used. Our findings suggested that workforce agility is the possible predictor of mindful organizing, as all of these dimensions have a positive impact on mindful organizing. Reference to safety performance sub-dimensions, proactivity, adaptability, and resilience had a positive significant impact on (a) safety compliance, and proactivity had a positive impact on (b) safety participation. Further, mindful organizing was also found to be positively associated with safety performance. Evidence for mediation between workforce agility and safety performance was also observed. Proactivity, adaptability, and resilience can enhance safety performance for the nursing staff. Workforce agility can also help the organization to attain mindful organizing, which will help them to achieve operational excellence, whereas in the past, high-reliability organizations were mainly found practicing mindful organizing. This study demonstrated the key impact of workforce agility and mindful organizing on safety behaviors directly and indirectly.

Tenaga Nasional Berhad (TNB) as the power utility company have to deliver good services to their customers. Metering method is one of the problems that TNB have to overcome. Automatic Meter Reading (AMR) technology has proved effective in reading meter readings with TNB's large customers (LPC, Large Power Customers). Global System for Mobile communication-based (GSM) AMR technology is used.Here GSM module is attached to each LPC's meter, and data reading can be done automatically without visiting the customer's sites. The same way can be done with their domestic customers (OPC, Ordinary Power Customers), but the cost would be quite high since the numbers of OPC quite big. In this paper we described the AMR technology with least cost. The system is a combination of ZigBee and GSM technology. In this propose system, ZigBee module will be attached to the meter by using interface board and the data collector will be connected to the central computer by using GSM. The system is suitable with Malaysian environment which was already implemented GSM-based AMR in LPC. With this system TNB can save cost in doing meter reading and provide better services to their customers.

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