Hotel experiences during the COVID-19 pandemic: high-touch versus high-tech

Purpose The purpose of this paper is to provide a critical synthesis of research conducted within the hospitality and tourism industries in response to the impact of the COVID-19 pandemic, identify key perspectives and themes relating to the recovery and resilience of the two sectors and put forward recommendations that help address organizational and consumer behavior changes produced by the pandemic. Design/methodology/approach This study adopted a critical reflection approach to identify, select and synthesize relevant research based on which recommendations are drawn. Findings This study offers a contemporary framework discussing three distinct themes that emerged from existing research regarding the impact of COVID-19 on the hospitality and tourism industries: management, marketing and consumer behavior. Practical implications This study offers operational, practical and actionable recommendations for organizations about how to adapt and recover from the impact of the COVID-19 pandemic by guiding the industry in sustaining long-term resilience. Originality/value This study provides a critical and current synthesis of selected literature and theory that discuss key implications of the COVID-19 pandemic for the recovery and resilience-building of the hospitality and tourism sectors.

Section: Marketing Innovationmentioning

confidence: 99%

“Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries

Colmekcioglu

Dineva

2022

“…In recent years, AI has been applied to various fields, including management for event lodging, travel agencies, supply chains, restaurants and sales and marketing (Davari et al , 2022; Doborjeh et al , 2022; Fu et al , 2022). AI applications in front-line services may focus on assisting or complementing employees doing more routine tasks.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Smart dining, smart restaurant, and smart service quality (SSQ)

Wong

Huang

Lin

et al. 2022

Purpose Have you been to a smart restaurant, and how were its services? A common limitation of hospitality studies stems from the lack of research on how service quality is shaped within smart technology. This study aims to fill this literature void not merely to reiterate the importance of technology but also to recast service quality through the lens of information technology. It synthesizes the 5-S model of smart service quality (AKA SSQ) as a new conceptualization of service quality application in smart hospitality contexts such as smart restaurants. Design/methodology/approach This study undertook a qualitative research design based on theoretical synthesis from service quality, information technology and attention restoration. Drawing from online review comments and semistructured interviews from smart restaurants, the authors improvised the SSQ model to identify the essence of smart service in smart dining establishments. Findings “5-S” reflects an extension of the literature to denote a new SSQ abstraction pertinent to s-servicescape, s-assurance, s-responsiveness, s-reliability and s-empathy. A nomological network was posited to better understand the importance of smart design and consequence of SSQ. Research limitations/implications The emergence of smart dining gives rise to smart restaurants, which puts technology at center stage. As consumers are becoming increasingly comfortable with self-service technology, auto-payment and ordering systems and robotic services, technology in foodservice will continue to play an essential role to better serve diners. Geared with advanced innovations and intelligent devices, smart restaurants are now more than mere eateries. It is a trend and a lifestyle. Originality/value This novel SSQ concept adds new nuances to the literature by acknowledging the technological essence in today’s hospitality industry. By integrating smart technology into the service quality paradigm, the authors are able to observe several interesting behaviors exhibited during smart dining, including tech-induced restoration, which opens a new avenue to understand how attention restoration could be attained through immersion in a technologically advanced setting. By synthesizing theoretical essence from service quality, attention restoration and information technology, the authors are able to create a new dialog that should warrant a forum of discussion in future studies.

“…In heritage villages, an increasing number historic buildings have been renovated into B&B accommodations aiming to achieve dual objectives of conservation of living heritage and community participation in tourism - a more attractive economic activities (Bui et al , 2020; Tritto, 2020). However, the market turbulence, such as caused by the COVID-19 pandemic, has posted tremendous challenges for many small-scale rural B&B, requiring them to enhance their offerings by innovating in services and products (Davari et al , 2022; Yan et al , 2022). B&B is a sub-sector of hotel industry; many other studies have advocated the importance for hotel to continue innovation to maintain competitive advantage and growth (Gomezelj, 2016; Wikhamn et al , 2018; Fissi et al , 2020).…”

Section: Introductionmentioning

confidence: 99%

Process framework for innovation through tradition and its antecedents in rural heritage B&B

Wang

Liu

Chan

et al. 2022

Purpose Innovation through tradition (ITT) is an increasingly important area of research particularly in the creative and cultural industries. The purpose of this study is to develop a process framework of ITT for rural heritage bed and breakfast (B&B) sector and investigate the antecedents and challenges of ITT implementation. Design/methodology/approach Nine heritage B&Bs displaying successful ITT in Songyang county in China were selected as the research site. Multiple cases of B&B were interviewed, and some observations were conducted. This study adopted the process-oriented reflexive critical incident technique to collect qualitative data and analysed it thematically. Findings Based on the findings, a five-phase innovation framework is proposed to demonstrate how ITT could be achieved in practice. These phases are idea generation, idea evaluation, initial implementation, continuing implementation and sustaining improvement. Three key antecedents (experience corridors, networks and institutional pressures) of ITT implementation were also identified. Practical implications This study has showed that rural heritage B&Bs can differentiate themselves from competition by the means of ITT. This study proposes a process framework for this kind of innovation bringing to light the required steps, the antecedents and key activities which the practitioners should pay great attention. This study highlights the needs for continuing and sustaining innovations in the long term. Originality/value This study proposes a novel five-phase process framework of ITT to encompass the innovation activities in heritage setting. For practitioners, this study recommends enhancing the sensing capability of local entrepreneurs through personal travel experience and establishing business networks as the key antecedents of a successful ITT under rural heritage setting.