PurposeThis study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.Design/methodology/approachThe study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.FindingsThe study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.Practical implicationsThis paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.Originality/valueThe paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.

Purpose The purpose of this paper is to analyse the potential of “homestays” and also observe the trends related to this emerging concept in India. This paper also discusses various challenges faced by the owners of homestays. Design/methodology/approach This paper is based on an exploratory study that sought to collect factual data about the present scenario and the emerging trends related to homestays. A qualitative case study method was used to analyse the actual practices followed by stakeholders. This paper expresses the viewpoint of the authors on the augmented demand for homestay supported by secondary data published in several academic papers and reports published by various government departments. The author interviewed a number of homestay owners to obtain a first-hand perspective. Findings This paper brings to light the rising trend toward homestays, the benefits of homestay tourism from the perspective of homestay stakeholders (both tourists and owners) and the impact on economic, social and cultural life, as a result of growth in the homestay concept. Originality/value The current level of discussion about homestays is limited, as there are relatively few prior studies reported in the literature.

This study examines the predictors of environmentally responsible tourism behaviour during the COVID-19 pandemic. As the tourism industry keeps expanding and the effects of tourism on the environment become increasingly obvious, the idea of responsible tourism has received a lot of attention recently. Also, the COVID-19 outbreak, lead to a decrease in travel and a shift in consumer behaviour. This paper studies the impact of destination image, environmental concern and experience quality on environmentally responsible tourism behaviour. The study was performed using a cross-sectional survey with a 321 sample size and analysed using multiple regression. The study identified the advantageous and positive effects of destination image, environmental concern and experience quality on environmentally responsible tourism behaviour. This study can benefit destination managers and other tourism stakeholders to maintain the responsible behaviour of tourism among visitors.

Rich and colorful festivals are a witness to our diversified arts and heritage around the world. Festivals are increasingly finding a place in every segment with integrity, where tangible and intangible heritage treasures are combined. To reveal the potential for tourism through promoting festivals as a resource of heritage, this research uses bibliometric analysis to carry out a systematic analysis of the literature. From the Web of Science data over the last 10 years (2012–2022), 199 English-language publications were gathered for analysis using VOS viewer. The most cited articles, contributions to heritage festivals research by various authors, nations, organizations, journals, and so on for innovations in the tourism sector, provided useful insights. This research entails a thorough examination of recent advancements in festival tourism, as well as a discussion of the researchers' future plans.

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