The repercussions and challenges of COVID-19 in the hotel industry: Potential strategies from a case study of Indonesia

What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis

“…Previous literature has explored the impacts of health pandemics on the tourism and hospitality business, entailing the influence of swine flu in the UK ( Page et al, 2012 ) and SARS in China ( Zeng et al, 2005 ). Various researches have also explored the impacts of the COVID-19 crisis on the tourism sector from several disciplines such as tourists’ mental health ( Zheng et al, 2020 ), travel preferences ( Wen et al, 2020 ), and hotel management policies ( Japutra and Situmorang, 2021 ). During this critical situation, a deep understanding of tourists’ desires can aid hoteliers in presenting a better market considering strategic business advertising, development, promotion, and service enhancement.…”

Present and prospective research themes for tourism and hospitality education post-COVID19: A bibliometric analysis

“…With the global lockdown during the COVID-19, the hospitality and tourism industry is seen to undergo unprecedented crisis like situation globally ( António& Rita, 2020 ). Studies analyse the crisis faced by managers of hospitality business ( Japutra & Situmorang, 2021 ) and highlight the importance of the resilience of managers of these businesses to overcome it ( Giousmpasoglou et al, 2021 ). Few others have also focused on the impact of the public health crisis in the hospitality industry ( Shapoval et al, 2021 ), suggesting innovative business models to create new revenue streams to better manage future crisis situations ( Breier et al, 2021 ) and improve resilience in the sector ( Duarte Alonso, 2020 ).…”

“…Though the cash-driven resilient nature and employee resilience of the tourism industry is well studied in the past ( Wieczorek-Kosmala, 2021 ), COVID-19 has opened up a new stream of resilience studies in the tourism and hospitality industry, like resilience of business owners ( Pathak & Joshi, 2021 ), managers ( Japutra & Situmorang, 2021 ) etc. Public health crisis during COVID-19 ( Shapoval et al, 2021 ) have necessitated the creation of new and innovative business models in tourism that can better address any future crisis ( Breier et al, 2021 ) and improve resilience in the sector ( Duarte Alonso, 2020 ).…”

COVID-19 Pandemic Crisis: The Recovery Strategy of Hotel Business in Bengkulu City Through Adoption New-normal

“…The contribution to encouraging consumer comment is that the government requires hotel businesses to follow SOP requirements. Even though the research in the consequences and difficulties states (Japutra & Situmorang, 2021) that hotels should stay loyal to their core brand values rather than generating new offers that stray from the brand promise of low-level service throughout the implementation of COVID-Based on TripAdvisor statistics, the online review of customer satisfaction for city hotels in Bengkulu city indicated an acceptable rating of 96.3 percent, despite the circumstances during the pandemic COVID-19 with new-normal conditions and standard procedure implemented. The outcome shows how, throughout the pandemic crisis, the customer could assist the business continuity at hotel Bengkulu City while encouraging the reviewer based on their experience.…”