Sann, Raksmey; Lai, Pei-Chun; Liaw, Shu-Yi
A icle
P ospec i e o ou ism and hospi ali y indus y: an
in eg a i e e iew on COVID-19’s impac s
Cogen Business & Managemen
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P ospec i e o ou ism and hospi ali y indus y:
an in eg a i e e iew on COVID-19’s impac s
Raksmey Sann, Pei-Chun Lai & Shu-Yi Liaw
To ci e his a icle: Raksmey Sann, Pei-Chun Lai & Shu-Yi Liaw (2024) P ospec i e o ou ism
and hospi ali y indus y: an in eg a i e e iew on COVID-19’s impac s, Cogen Business &
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Cogen Business & ManageMen
2024, VoL. 11, no. 1, 2414854
P ospec i e o ou ism and hospi ali y indus y: an in eg a i e
e iew on COVID-19’s impac s
Raksmey Sanna , Pei-Chun Laib and Shu-Yi Liawc
aDepa men o ou ism inno a ion Managemen , Facul y o Business adminis a ion and accoun ancy, Khon Kaen uni e si y,
Khon Kaen, hailand; bDepa men o Ho el and Res au an Managemen , na ional Ping ung uni e si y o science and
echnology, aiwan; cDepa men o Business adminis a ion, na ional Ping ung uni e si y o science and echnology, aiwan
ABSTRACT
This s udy aims o summa ize he c i ical idea in o a concep ual model o be e
unde s and he impac s o COVID-19 pandemic on he ou ism and hospi ali y indus y
and syn hesize ecommenda ions o u u e esea ch. U ilizing he Web o Science,
Scopus, Google Schola da abase and he judgemen sampling app oach, 140 ull
esea ch a icles (SSCI index) published in 47 leading ou ism and hospi ali y jou nals
we e ex ac ed and analyzed h ough an in eg a i e e iew consis ing o documen and
hema ic analyses. F om documen analysis, i e dimensions o COVID-19’s impac s on
ou ism and hospi ali y we e ound. Then, hema ic con en analysis iden i ied 24 opics
on COVID-19’s impac s on he ou ism and hospi ali y indus y. Con a y o p io
li e a u e e iews, his e iew de elops a esilience cycle and COVID-19 impac model
on he dis up i e ou ism and hospi ali y indus y. These heo e ical amewo ks may
o e a way o in es iga e he new pa adigm whe ein ou ism and hospi ali y i ms can
p o ide be e se ices o hei cus ome s du ing and a e he COVID-19 pandemic.
1. In oduc ion
The COVID-19 induced a el es ic ions and bo de closu es se e ely a ec ed he global economy, espe-
cially he a el, ou ism, and hospi ali y indus y (Gau e al., 2021). Nea ly 100 million ou ism and
hospi ali y jobs a e in jeopa dy, wi h 1 in 10 jobs being di ec ly ela ed o his indus y acco ding o he
Wo ld Economic Fo um by Mi ó-Pé ez (2020) (Flo ido-Bení ez, 2021; Gau e al., 2021). Tou ism is also
one o he economic main con ibu o s in se e al coun ies; howe e , because o a el bans, ou ism
became he epicen e o many in e na ional discussions and economies (Flo ido-Bení ez, 2021).
COVID-19 impac s he sec o o ou ism and hospi ali y indus y, including ho el, es au an , spo ,
ai line and o he ela ed ou ism and a el indus y. This leads o he ex aodina y di icul si ua ion in
which hund eds o housands o companies wo ldwide ha e been downsize o closed hei business, and
millions o employees ha e los hei job (Tu e al, 2021). The COVID-19 is no only limi ed o economic
loss, bu also has an impac on ou is ’s pe cep ion o isk, dining beha io , as well as d as ic li es yle
changes (Song e al., 2022). Zheng e al. (2021) also a gued ha COVID-19 caused ‘ a el ea ’ in which
ha e an impac on he numbe o ou bound ips ell signi ican ly. The e o e, ou ism and hospi ali y
en e p ises need o be e unde s and he coping and esilence agains pandemic; especially, he c i ical
ideas in pos -pandemic a el a he han p edic ou ism demand.
While e iew s udies o e an essen ial unde s anding o he heo e ical, and opic-o ien ed unde pin-
nings in he li e a u e on he COVID-19 c isis, some no able gaps exis . Fi s , mos s udies s ess only how
COVID-19 dis up ed in e na ional e en s (Aldao e al., 2021), c uise e enue managemen (Chu & Hsu,
2023), wo ke exploi a ion (Giousmpasoglou e al., 2024), ho el gues s’ expe ience (Veloso & Gomez-Sua ez,
2023), and o he sus ainabili y o co po a e social esponsibili y (CSR) ac i i ies (Jones & Com o , 2020).
© 2024 he au ho (s). Published by in o ma uK Limi ed, ading as aylo & F ancis g oup
CONTACT Raksmey sann [email p o ec ed] Depa men o ou ism inno a ion Managemen , Facul y o Business adminis a ion and
accoun ancy, Khon Kaen uni e si y, Khon Kaen, hailand
h ps://doi.o g/10.1080/23311975.2024.2414854
his is an open access a icle dis ibu ed unde he e ms o he C ea i e Commons a ibu ion License (h p://c ea i ecommons.o g/licenses/by/4.0/), which
pe mi s un es ic ed use, dis ibu ion, and ep oduc ion in any medium, p o ided he o iginal wo k is p ope ly ci ed. he e ms on which his a icle has been
published allow he pos ing o he accep ed Manusc ip in a eposi o y by he au ho (s) o wi h hei consen .
ARTICLE HISTORY
Recei ed 31 May 2024
Re ised 30 July 2024
Accep ed 2 Oc obe 2024
KEYWORDS
COVID-19 impac s;
li e a u e e iew; ou ism
and hospi ali y; hema ic
e iew; documen
analysis
SUBJECTS
Business; managemen
and accoun ing; ou ism;
hospi ali y
MANAGEMENT | REVIEW ARTICLE
2 R. SANN ETAL.
Second, e iews end o depend solely on a single me hod (Gau e al., 2021; Jones & Com o , 2020);
howe e , se e al me hodological app oaches exis o conduc ing li e a u e e iews. This limi s he na u e
and scope as well as he alidi y and eliabili y o he esul s o hese e iews (Mody e al., 2021).
Addi ionally, some e iews (e.g. Gau e al., 2021) only ocus on he ole o a i icial in elligence and
obo ics on con ac - ee a el bu no mul iple sec o s. Finally, p e ious e iew s udy on pos -COVID-19
(i.e. G. D. Sha ma e al., 2021) was limi ed in sample size; and speci ically, i limi ed in he scope o solely
ou ism sec o ; hus, i did no iden i y he needs and equi emen s o he ou ism and hospi ali y indus-
y om mul iple disciplines. Con a y o p io li e a u e e iews, his s udy aims o summa ize he c i ical
ideas in o a concep ual model o be e unde s and he in luence o he COVID-19 pandemic on he
ou ism and hospi ali y indus y, and a esilience cycle model (Figu e 3) o desc ibe how hese impac s
may be ackled. Fu he mo e, we syn hesize ecommenda ions o u u e esea ch u ilizing he hema ic
con en analysis, as he opic has a as in ellec ual s uc u e, and his app oach can help in iden i ying
he eme ging esilience ends and no el esea ch a enues.
The unique con ibu ion o his in eg a i e c i ical e iew is ha i es ablishes he empo al e olu ion
o he main in ellec ual ounda ions o esea ch on he impac s o COVID-19 on he ou ism and hospi-
ali y indus y, he eby iden i ying he ou pu gaps and oppo uni ies o u he s udies. This s udy also
s uc u es he hema ic oppo uni ies o u he s udies using he mul i-le el pe spec i e (MLP) while
o e ing opic-o ien ed unde pinning conside a ions o u he esea ch (in Table 2). O e all, hese oppo -
uni ies e lec his s udy’s obse a ion ha while he e is subs an ial dep h in esea ch on he impac s
o COVID-19, and he esilience eco e y s a egies in ou ism and hospi ali y, he b ead h o ou unde -
s anding in his a ea emains somewha limi ed. Ra he han jus applying exis ing disciplina y ame-
wo ks, esea che s a e encou aged o adop me hodological echniques ha help in he de elopmen o
heo y, and es ablishmen o key cons uc s and ela ionships ela ed o COVID-19 esilience and eco e y
s a egies in he ou ism and hospi ali y sec o s. The combina ions o documen and hema ic con en
analyses will help o iangula e he s udy’s indings alidi y.
The emainde o he pape is s uc u ed as ollows: c i ical li e a u e e iew on COVID-19’s impac s
on ou ism and hospi ali y sec o s is b ie ly discussed. The nex sec ion is highligh ed he da a and
me hods u ilized in his s udy. We hen discuss ou main indings om he hema ic con en analysis and
p esen u u e esea ch agenda. Finally, his is conclusion sec ion p esen ing wi h he esilience cycle and
COVID-19’s impac model o he ou ism and hospi ali y indus y.
2. Li e a u e e iew
Documen analysis was wo ldwidely applied as one he quali a i e esea ch p ocess. Bowen (2009) de ined
documen analysis as ‘a sys ema ic p ocedu e o e iewing o e alua ing documen s—bo h p in ed and
elec onic (compu e -based and In e ne - ansmi ed) ma e ial. Like o he analy ical me hods in quali a i e
esea ch, documen analysis equi es ha da a be examined and in e p e ed in o de o elici meaning,
gain unde s anding, and de elop empi ical knowledge’. Li e a u e poin ed ou hei ‘ ela i ely na u alis ic
and unob usi e na u e’. I is clea ha he da a a e ‘ ound’ a he han ‘made’ h ough he esea che ’s
in e en ion in he ield. O he s udies claimed ha documen is simply ‘ou he e’ wai ing o be assembled
and analysed. Fu he mo e, public documen is p oduced unde na u al condi ions and esea che s ha e
no a ec ed he collec ed ma e ial. Thus, we can claim ha he documen s we deal wi h a e non- eac i e.
Howe e , he e is unclea he bo de be ween documen and li e a u e (Ka ppinen & Moe, 2012). The e a e
ou s eps o he analy ic p ocedu e o documen analysis including inding, selec ing, app aising (making
sense o ), and syn hesising da a con ained in documen s. Documen analysis yields ‘da a—exce p s, quo-
a ions, o en i e passages— ha a e hen o ganised in o majo hemes, ca ego ies, and case examples
speci ically h ough con en analysis’ (Bowen, 2009; Labuschagne, 2003). Thus, documen analysis is app o-
p ia e o his s udy. A e he documen analysis o he COVID-19 li e a u e e iew, his s udy classi ies he
impac s o COVID-19 on ou ism and hospi ali y indus y in o i e demensions as below:
2.1. COVID-19’s impac s on ou is s
T a el es ic ions and social dis ancing ban ou is s om a elling. Eji i e al. (2021) a gued ha s ay-a -
home impac s on psychological well-being o olde adul s since ou ism b ough indi iduals o na u e,
COGENT BUSINESS & MANAGEMENT 3
and na u e enhances men al heal h (Coope & Buckley, 2022). While, Alexand is e al. (2022) added ha
COVID-19 impac s on indi iduals’ physical ou doo ac i i y (i.e. willingness o s a exe cise again in he
gym) due o he long- e m closu e o ec ea ion a ea o exe cise acili ies. O he s udies also e ealed he
impac s o COVID-19 on ou is s’ willingness o a el (Hao e al., 2021; Hassan & Soliman, 2021;
Tee oo engadum e al., 2021; Zheng e al., 2021), ou is s’ des ina ion p e e ence (J. Kim e al., 2022; X.
Li e al., 2021; Rasoolimanesh e al., 2021), hei mo i a o s and demo i a o s o a el (Aebli e al., 2022;
Bichle & Pikkemaa , 2021), ou is s’ pe cei ed isk (Lee e al., 2021; X. Y. Liu e al., 2021; Yu e al., 2021),
and hei beha io al in en ion o a el in imes o public heal h c isis (Bi d e al., 2021; Ram e al., 2022;
Su e al., 2022; Sann, Pimpohnsakun, & Booncha oen, 2024). This implies ha he social isola ion and
loneliness migh a ec on indi idual men al heal h issues (e.g. dep ession, anxie y, and sel -ha m).
2.2. COVID-19’s impac s on hospi ali y, leisu e, spo , and ou ism
The sp ead o i us COVID-19 is causing an unp eceden ed c isis o wo ld’s hospi ali y, leisu e, spo , and
ou ism sec o s. Ai - a el se ice indus y is, one among o he s, dis up ed due o he impose a el bans
o con ol ansmission isk (Cocolas e al., 2021; Gallego & Fon , 2021; Kökény e al., 2022; Piccinelli e al.,
2021). Mo e han 60% o wo ld’s p i a e ai c a has no ligh , while o he s go bank up cy (e.g. Flybe, VA
Aus alia) (Flo ido-Bení ez, 2021). E en and es i al sec o also ha dly hi due o he closu e o hallma k
e en s (X. Chi, Han, e al., 2021; Wong e al., 2021). This migh lead o a ans o ma ion es i al as i ual
o hyb id modes (Da ies, 2021; Rowen, 2020). O he s udies also demons a e he e ec s o COVID-19 on
spo ou ism (Law ence & C aw o d, 2022; McCa ick e al., 2021; Mi ehie e al., 2021; Zago e al., 2022),
gambling indus y (Lim & To, 2022), he i age ou ism (Cha k, 2021; Sann, Lai, Liaw, & Chen, 2024), and
c uise a el sec o (Cas aldo e al., 2021; T. Y. Pan e al., 2021; Quin al e al., 2022). This implied he pe -
cei ed c owding ela ed o public heal h c isis migh in luence indi iduals’ in en ion o a el
2.3. COVID-19’s impac s on employee and en e p ises
One among en jobs is coming om ou ism indus y (Flo ido-Bení ez, 2021). Howe e , COVID-19 has
unp edic ably downsized he employees (Tu e al., 2021). While o he on -line employees a e ea o
in ec ion anxie y due o he con ac -hea y na u e o se ice indus y (Pa k & Hai, 2021). Fo ins ance,
ligh a endan s we e in high isk a e medical s a due o enclosed cabins and na ow wo king space
(Cheng e al., 2022). Besides, emo e wo king also impac s on employees’ psychological dis ess (Chen,
2021), hei job’s commi men (Yuan e al., 2022), wo k- ela ed a i udes (i.e. mo i a ion) (Baj ami e al.,
2021) and hei wo king engagemen (Abdalla e al., 2021; O. H. Chi, Saldamli, e al., 2021). O he s udies
also discuss he ou ism en e p ises’ se ice quali y in c isis such as hygiene and cleanliness conce ns
(Pillai e al., 2021), cus ome expe ience and sa is ac ion (Bon an i e al., 2021), and con ac - ee se ice
(Hao & Chon, 2022). This led o many en ep eneu s adop ed obo ic se ice (Chuah e al., 2022), and
online deli e y pla o m (Bela mino e al., 2021; Zhao & Bacao, 2020; Sann, Lai, Liaw, Chen, 2024) o
lowe he di ec and indi ec con ac s educing he i us ansmission (Kos omi ina e al., 2021; R.
Sha ma e al., 2021; Song e al., 2022; Wilkesmann & Wilkesmann, 2021).
2.4. COVID-19’s impac s on go e nmen and DMOs
Due o he in e na ional a el es ic ions, lows o domes ic ou ism has a posi i e impac on egional
economics (Falk e al., 2022; Williamson & Hassanli, 2020). L. Li e al. (2022) s a ed ha compa ing o
la ge ci ies, u al and na u al scenic spo s ebounded as e . Bu hese new oppo uni ies las only o a
sho e m due o he go e nmen e iciency (e.g. subsidies, c isis managemen equipmen and echnol-
ogy) (Jacobsen e al., 2023; Yang e al., 2022). While o he s udies sugges ha go e nmen and DMOs
should adop digi al echnology in ou ism a ea (e.g. i ual ou ism o AI and obo s) o os e ing
con ac - ee a elling (Manchanda & Deb, 2022; Rome o & Lado, 2021). Impo an ly, ou ism and hospi-
ali y SMEs we e ha dly hi due o hei size, limi ed esou ces and sca ce cash lows (Bu han e al., 2021).
Fo example, Thai Ai bnb and local s akeholde s (e.g. s ee s o e selle s) a e wo s hi (Fuchs, 2021; Xu
e al., 2021). Racial disc imina ion (Pang, 2021), inancial and economic dis ess (C espí-Clade a e al.,
4 R. SANN ETAL.
2021; Figini & Pa uelli, 2022; Kuma & Pa el, 2022; Ozdemi e al., 2021), CSR (Gü lek & Kılıç, 2021; Qiu
e al., 2021; Shin e al., 2021; Tong e al., 2021) and sus ainabili y (H. Liu e al., 2023; Sumanapala & Wol ,
2022) a e among o he opics ha go e nmen s and DMOs a e s ill s iking o be e solu ions
2.5. COVID-19’s impac s on educa ion
COVID-19 pandemic ha dly dis up ed ou ism and hospi ali y highe educa ion om physical class oom
o emo e lea ning (Sigala, 2021; Va ea & González-Cal o, 2021). This cu iculum pu mo e a en ion on
job-skills and indus y aining o mee he cus ome s (s uden s) p e e ence and expec a ion. As pan-
demic in aded, ou ism deg ee does no mee he need o oday’s cus ome s (Mínguez e al., 2021).
Bi ch e al. (2021) also a gue ha job choice in en ion has an e ec on hospi ali y managemen s u-
den s. They conce n ‘A e hey choosing he igh ca ee ?’ O he s udies also con i med ha s uden s
migh pe cei ed anxie y and hen de elop o pe sonali y ai s’ issues such as conscien iousness, neu-
o icism, openness, ex a e sion and ag eeableness because o missing o close-con ac and physical
in e ac ion (Ta i iyaman e al., 2021). The e o e, ma ke -o ien ed lea ning and bols e lea ning should
be eplaced and igno ing he mission o he con empo a y uni e si y (Choi e al., 2021; Mínguez
e al., 2021)
3. Me hodology
This s udy ollowed p io s udies (Meh aliye e al., 2022; Mody e al., 2021) o conduc a e iew o he
li e a u e on he ou ism and hospi ali y sec o s which we e se e ely a ec ed by COVID-19 and syn hesis
u u e esea ch di ec ions based on he indings. An in eg a i e e iew app oach was used o pe o m a
c i ical e iew using documen analysis and quali a i e hema ic con en analysis. The ollowing subsec-
ions desc ibe he esea ch design, da abase and keywo d ex ac ion, da a sc eening and p epa a ion,
and concep ual ele ancy and analysis.
3.1. A icle sec ion
Following Boo h e al. (2020), he PRISMA F amewo k was adop ed because PRISMA o e s he selec ion
and analysis o he selec ed sample anspa ency and o e s a e e ence poin o o he s in he domain.
The PRISMA amewo k con ains ou s eps: (1) iden i ica ion ela ed o he ele an i ems and da abases,
(2) sc eening he duplica ed i ems, (3) eligibili y o he i ems, including a ho ough desc ip ion o he
inclusion and exclusion c i e ia, and (4) s a ing he selec ed i ems in he sample o u he quali a i e
and quan i a i e analysis (see Figu e 1).
To cap u e all he ele an esea ch examining he COVID’s 19 impac s on ou ism and hospi ali y
indus y, a ange o keywo d was applied o sea ch o a icles. The p ima y keywo d ‘COVID-19’ AND
‘Hospi ali y OR Leisu e OR Spo OR Tou ism’ in hei i les, abs ac s and keywo ds was applied in o de
o sea ch o he ela ed s udies. F om his s age, a o al o 7,500 ull-leng h a icles we e ound in Web
o Science, Scopus, and Google Schola . Then we excluded con e ence pape s, book e iews, and book
chap e s, 7,320 ull-leng h a icles we e e ie ed since ull-leng h a icles ypically o e a no el con i-
bu ion o he ele an esea ch a ea (Sann e al., 2021). A e ha , he manaul sc eening o each publi-
ca ion abs ac and keywo d was pe o med o ensu e he ele ance o collec ed s udies (Ma zi e al.,
2017). In his s age, we elimila ed non-English a icles, non-’COVID-19’ AND ‘Hospi ali y OR Leisu e OR
Spo OR Tou ism’ keywo d in hei i les, ab ac s o keywo ds, non-SSCI index and limi ing he ime
ame o 2020–2023. A o al o 752 inalized a icles emained. Finally, he judgemen sampling ech-
nique was applied o selec a icles o u he analysis. Th ee esea che s ead h ough and examined
all he a icles manually in hei en i e y and kep only hose which had he impac s o COVID-19 on
ou ism and hospi ali y indus y as hei main ocus. 308 a icles we e elimina ed in his s age acco ding
o he ollowing condi ions, namely, hey we e less discussion on he COVID-19’s impac s, o hey men-
ioned one o mo e keywo ds bu he a icle pe ained ano he opic. Finally, 140 o 444 ull esea ch
a icles we e ob ained h ough con enien sampling echnique and hen manually analyzed and coded
using A las. i e sion 22. All he h ee esea che s unanimously ag eed o his selec ion and exclusion.
COGENT BUSINESS & MANAGEMENT 5
3.2. Da a analysis
We conduc ed a quali a i e hema ic con en analysis. Following H. Kim and So (2022), g ounded heo y
was adop ed as an analy ical amewo k o explo e he speci ic ele an opics on he impac s o
COVID-19 on he ou ism and hospi ali y indus y h ough an induc i e p ocess, and subsequen ly, gen-
e a e a heo e ical unde s anding. This also enables new esea ch in o ma ion o be iden i ied acco ding
o he indings o p io documen analysis (H. Kim & So, 2022). Glase e al. (1968) e e ed g ounded
heo y as ‘based on he assump ion ha social science heo y can be buil om da a collec ed sys em-
a ically in a social se ing which is well sui ed o a s udy using an induc i e, quali a i e app oach’. In
g ounded heo y, da a is a hea o his cyclical esea ch p ocess. Da a can be in he o m o s a emen s,
s o ies, and inciden s espec i ely and can be compa ed wi h o he s a emen s, s o ies, and inciden s
(Ma eucci & Gno h, 2017). G ounded heo y s udies in ol e wi h he con inuous i e a ion be ween da a
collec ion and analysis. This p ocess deemed o comple e once he heo ec ical sa u a ion eached. This
can be happened when new heo e ical insigh s occu ed o new p ope ies o main ca ego ies eme ged
du ing he heo y de elopmen p ocess (Glase e al., 1968). In g ounded heo y, he coding p ocedu e
a e di e en om wo o h ee dis inc i e s eps. The i s s ep was called opening coding o ini ial coding
Figu e 1. a PRisMa lowcha o CoViD-19’s impac s on ou ism and hospi ali y indus y.
6 R. SANN ETAL.
which meaned ‘b eading down he da a in o dis inc uni s o meaning’. Then he axial coding was applied
o gene a e he mos use ul analy ical codes om he as numbe o codes du ing he ini ial coding.
Finally, he hi d coding was deployed o make a connec ion be ween codes in o de o o m ca ego ies
(Ma eucci & Gno h, 2017). This s age will help o de elop an unde s anding o he connec ion ‘ ha gi e
ise o he ca ego ies, hei con ex , and hei in e ac ion and consequences’ (Ma eucci & Gno h, 2017).
Then, he esea che s can be able o elabo a e subs an i e heo ec ical p oposi ions (o concep s) by
ela ing ca ego ies o each o he .
Taking he conding p ocedu e in he g ounded heo y in o accoun , h ee s eps o coding we e used
o analyze ou s udy’s da a: i s , open coding o b eak down he da a in o dis inc uni s o meaning and
hen axial coding o depic he mos essen ial ini ial codes o ca ego ize da a in o a s onge analy ic
ou line (see H. Kim & So, 2022). Finally, selec i e coding was hen used o in eg a e he main opics om
he esul s o open and axial coding, as well as illus a e he sub opics and hei ela ionships (see Table
1). The i le, abs ac , and keywo d we e analyzed because hese ou componen s highligh he objec-
i es, main ideas, and esul s o he s udies (Meh aliye e al., 2022).
A e igo ous compa ison and e inemen , 24 opics ela ed o he impac s o COVID-19 eme ged: (1)
Ai -T a el Se ice Indus y; (2) C uise T a el Indus y; (3) CSR’s Con ibu ion o Sus ainable Tou ism; (4)
Dis up i e E en s and Fes i als; (5) Domes ic Leisu e Tou ism; (6) Employees’ Pe cei ed Risk; (7) Financial
and Economic Dis ess; (8) Food Se ice Indus y; (9) Gambling Indus y; (10) He i age Tou ism; (11)
Men al Heal h and Psychological Well-being o Tou is s; (12) Mo i a o s and Demo i a o s o T a el; (13)
Physical Ou doo Ac i i y; (14) Racial Disc imina ion; (15) Spo Tou ism Indus y; (16) S uden s’ Pe cep ion
Towa d Online Class; (17) Tou ism and Hospi ali y Highe Educa ion; (18) Tou ism and Hospi ali y Sec o
Small and Medium En e p ises (SMEs); (19) Tou ism Digi al Technology; (20) Tou ism En e p ises’ Se ice
Quali y in C isis; (21) Tou is s’ Des ina ion P e e ences; (22) Tou is s’ Pe cei ed Risk; (23) Tou is s’ Willingness
o T a el; and (24) T a el Res ic ions in Times o Public Heal h C isis. These 24 opics we e hen in e-
g a ed in o i e main hemes ela ed o he impac s o COVID-19: (i) COVID-19’s impac s on ou is s; (ii)
COVID-19’s impac s on hospi ali y, leisu e, spo , and ou ism; (iii) COVID-19’s impac s on employee and
en e p ises; (i ) COVID-19’s impac s on go e nmen and DMOs; and ) COVID-19’s impac s on educa ion.
De ails o each heme will discuss in he ollowing sec ion.
4. Resul s and discussions
4.1. Main indings and u u e esea ch ecommenda ions
The main aim o hema ic con en analysis is o in es iga e a pa icula phenomenon (he e, he in luence
o COVID-19 on he ou ism and hospi ali y indus y) ia an induc i e p ocess and hen de elop a he-
o e ical unde s anding. Following H. Kim and So (2022), we u ilized g ounded heo y as an analy ical
amewo k and iden i ied 24 opics ela ed o he impac s o COVID-19, and hen we g ouped hem in o
i e main hemes. The ollowing sec ions ou line he main indings, discussions, and sugges ions o
u u e esea ch o each opic, heme, and a e b ie ly summa ized in Table 2 and Figu e 2.
4.1.1. COVID-19’s impac s on ou is s
4.1.1.1. Men al heal h and psychological well-being o ou is s. The s ay-a -home policies as well as s ic
limi a ions like ‘lockdowns’ mean ha people we e asked o pe o m leisu e ac i i ies such as physical
ac i i ies, o e en medical ca e ac i i ies a home (Schey ens e al., 2023). The p e alence o physical
ac i i y declined, and consequen ly, psychological diso de s soa ed in Eu ope, No h Ame ica, and Asia (Eji i
e al., 2021). Coope and Buckley (2022) no ed ha a eling can imp o e ou is s’ well-being and quali y
o li e, emo ions and a ec , and eco e y om s ess. The e o e, opics ele an o ou is s’ men al heal h
as well as he psychological well-being o people in ou ism-dependen communi ies call o mo e s udies.
4.1.1.2. Mo i a o s and demo i a o s o a el. COVID-19 has a ec ed ou is s’ mo i a ion o a el.
Howe e , he ew s udies ha explo e a el mo i a ion and demo i a ion ele an o c ises o disas e s
emain gene ic. Fo ins ance, Aebli e al. (2022) e ealed ha socio-psychological needs o men al well-
being and social connec edness a e p ima y a el mo i a ions, while heal h and sa e y isks, and he isk
COGENT BUSINESS & MANAGEMENT 7
Table 1. he s udy’s coding p ocess (example).
Raw da a open coding (line-by-line coding) sub hemes (axial coding)
Main hemes
(selec i e coding)
i CoViD-19 and unpaid lea e: impac s o
psychological con ac b each on
o ganiza ional dis us and u no e
in en ion: Media ing ole o emo ional
exhaus ion
De CoViD-19; unpaid lea e; Psychological
con ac b each; emo ional exhaus ion;
o ganiza ional dis us ; u no e in en ion;
Zanziba
aB his s udy examines he in luence o
CoViD-19 on unpaid lea e, he di ec
impac s o psychological con ac b each on
o ganiza ional dis us and u no e
in en ion, and hei indi ec impac h ough
emo ional exhaus ion. he s udy used
pa ial leas squa es o analyze he da a se
o 238 ques ionnai es om hospi ali y
es ablishmen s. Resul s indica e a signi ican
di ec posi i e impac o psychological
con ac b each on o ganiza ional dis us
and a o able indi ec e ec s h ough
emo ional exhaus ion. Howe e ,
psychological con ac b each had no di ec
e ec s on u no e in en ion. he s udy has
equally ound he posi i e e ec o
o ganiza ional dis us on u no e in en ion.
he esea ch p o ides bo h heo e ical and
p ac ical implica ions and sugges s a eas o
u he s udies.
CoViD-19 and unpaid lea e: impac s o
psychological con ac b each on
o ganiza ional dis us and u no e
in en ion: Media ing ole o
emo ional exhaus ion
impac s o Co id-19 on
employees’ Pe cei ed
Risk
employee and
en e p ises
in luence o CoViD-19 on unpaid lea e,
he di ec impac s o psychological
con ac b each on o ganiza ional
dis us and u no e in en ion, and
hei indi ec impac h ough
emo ional exhaus ion.
impac s o Co id-19 on
employees’ Pe cei ed
Risk
i e ec s o he new CoViD-19 no mal on
cus ome sa is ac ion: Can acemasks le el
o he playing ield be ween
a e age-looking and a ac i e-looking
employees?
De CoViD-19; Facemasks; Physical
a ac i eness; Cus ome sa is ac ion;
employee a ac i eness; Mode a ing e ec s
aB he a ac i eness o se ice employees can
ha e a signi ican impac on cus ome
a i udes and beha io s. While on line
employees can educe he isk o he
CoViD-19 ansmission and in ec ion by
wea ing acemasks, doing so can also
in luence cus ome s’ pe cep ions o
employees’ a ac i eness and hus a ec
cus ome sa is ac ion. Based on he ges al
heo y, his s udy explo es he impac o
ho el employees’ acemask-wea ing on
cus ome sa is ac ion h ough wo
expe imen al s udies. he esul s indica e
ha a e age-looking on line employees
who wea acemasks induce high le els o
cus ome sa is ac ion. Howe e , while he
impac o wea ing acemasks on cus ome
sa is ac ion is no signi ican o
a ac i e-looking male on line employees,
a ac i e-looking emale on line
employees who wea acemasks induce
lowe cus ome sa is ac ion. Cus ome s’
pe cep ion o employees’ physical
a ac i eness ully media es he e ec s o
wea ing acemasks on cus ome sa is ac ion
in he case o a e age-looking employees.
Cus ome s’ sel -pe cei ed physical
a ac i eness mode a es he media ed
e ec s. implica ions ha can help ho el
manage s imp o e cus ome s’ se ice
e alua ions du ing he CoViD-19 pandemic
a e p o ided.
e ec s o he new CoViD-19 no mal
on cus ome sa is ac ion: Can
acemasks le el o he playing ield
be ween a e age-looking and
a ac i e-looking employees?
impac s o Co id-19 on
ou ism en e p ises’
se ice Quali y in C isis
While on line employees can educe
he isk o he CoViD-19
ansmission and in ec ion by
wea ing acemasks, doing so can
also in luence cus ome s’
pe cep ions o employees’
a ac i eness and hus a ec
cus ome sa is ac ion.
impac s o Co id-19 on
ou ism en e p ises’
se ice Quali y in C isis
no signi ican o a ac i e-looking
male on line employees,
a ac i e-looking emale on line
employees who wea acemasks
induce lowe cus ome sa is ac ion.
Cus ome s’ pe cep ion o employees’
physical a ac i eness ully
media es he e ec s o wea ing
acemasks on cus ome sa is ac ion
in he case o a e age-looking
employees. Cus ome s’
sel -pe cei ed physical a ac i eness
mode a es he media ed e ec s.
impac s o Co id-19 on
ou ism en e p ises’
se ice Quali y in C isis
(Con inued)
14 R. SANN ETAL.
4.1.4.2. Tou ism digi al echnology. COVID-19 is expec ed o enhance ou ism and hospi ali y digi al
echnology ans o ma ion, such i ual ou ism (Manchanda & Deb, 2022), AI and obo ics o con ac -
ee a el (Gau e al., 2021), and se ice obo s (Rome o & Lado, 2021). Rome o and Lado (2021)
e ealed ha se ice obo s dec ease con agion isk, and p o oke be e a i udes and highe booking
in en ions o Gen Z membe s. Manchanda and Deb (2022) ound ha o al sa is ac ion and imme sion
wi h mul isenso y i ual eali y (MVR) ou ism posi i ely and di ec ly in luence beha io al in en ion o
physically isi a des ina ion. Fu he s udies may also conside cul u al di e ences as mode a o s o
gues s’ isi s o a ious ho el ypes (i.e. budge , mid-ma ke , o luxu y), as well as examine MVR-media ed
i ual ou ism ac oss cus ome segmen s and egions.
4.1.4.3. Tou ism and hospi ali y sec o SMEs. Due o he global and local a el declines caused he
lockdowns, SMEs we e wo s hi gi en hei limi ed cash lows, size, and sca ce esou ces (Bu han e al.,
2021). Mic o-en ep eneu s (hos s) and pee - o-pee accommoda ion (e.g. Ai bnb) also aced challenges
no only due o e enue loss bu also due o less suppo om go e nmen s and coope a i e booking
pa ne s (Xu e al., 2021). Fo example, small local businesses in Phuke , Thailand, we e s ongly dis up ed
due o he lack o in e na ional ou is a i als (Fuchs, 2021). Fu u e esea ch should in es iga e he s ess
and coping s a egies o hos o SME owne s in di e en social g oups (e.g. e y s ess ul li e e en s and
daily hassles) du ing/a e he pandemic.
4.1.4.4. Racial disc imina ion. COVID-19 is no jus one bu wo concu en c ises: he O he ing o
Chineseness. Pang (2021) ound ha one ou o se en people in he UK would a oid con ac wi h a
pe son o Chinese appea ance o o igin. The au ho epo ed ha he long- e m impac o pandemic on
Chinese s uden s’ leisu e and heal h- ela ed expe iences is no he ac ual i us, bu bullying, abuse,
exclusion, and acism. This s udy calls o mo e pape s on ‘Chinese communi ies’ leisu e and heal h-
ela ed expe iences ha a e silenced and/o mis ep esen ed by a esu gence o ea and hype isibili y
amids and pos he c isis’.
4.1.4.5. Financial and economic dis ess. In many coun ies, he ou ism and hospi ali y indus y is he
main sec o d i ing economic de elopmen and imp o ing li ing s anda ds (Kuma & Pa el, 2022).
Howe e , he COVID-19 c isis has had subs an ial nega i e in luences on he wo ld economy, he agile
na u e o he hospi ali y indus y o ex e nal shocks such as pandemics and inancial c ises (Ozdemi
e al., 2021), he indus y’s inancial dis ess (C espí-Clade a e al., 2021), and he esul ing economic
impac s on employmen , alue added, o al p oduc ion, axes, o impo s (Figini & Pa uelli, 2022). Fu u e
esea ch should ocus on he causes o e ec s o he dec ease in ho el pe o mance, and in es iga e he
in luences o he pandemic in a ious segmen s, ope a ional s uc u es o egions.
4.1.4.6. CSR con ibu ing o sus ainable ou ism.CSR and sus ainabili y wi hin he ou ism and hospi ali y
indus y ha e gained emendous a en ion om esea che s du ing he COVID-19 c isis (Jones & Com o ,
2020). Qiu e al. (2021) s a ed ha CSR ac i i ies could inc ease s ock e u ns and s akeholde a en ion,
whe eas Shin e al. (2021) a gued ha ho el CSR o s a egic philan h opy has a nega i e in luence on
cus ome booking beha io and i m ma ke alue. The e o e, he alue o CSR elies on i s na u e and
en i onmen al con ex . Fu u e esea ch should in es iga e he impac o CSR on mul iple s akeholde s,
as well as he inancial pe o mance o bo h p i a e and public companies. Fu he mo e, explo ing
sa e y conce ns as he media ing ole in he ela ionship be ween CSR pe cep ions and ho el booking
in en ions should be examined mo e closely (Qiu e al., 2021; Shin e al., 2021).
4.1.5. COVID-19’s impac s on educa ion
4.1.5.1. S uden s’ pe cep ion owa d online class. The unp eceden ed sp ead o he COVID-19 c isis has
impac ed he class oom en i onmen , which changed om ace- o- ace o online/dis ance lea ning; hus,
close con ac and physical in e ac ion we e missing. Acco ding o he UNESCO 2020 epo , global school
closu e in luenced close o 90% o all lea ne s in Ma ch 2020 (Choi e al., 2021). Mo eo e , i caused
g ea e le els o anxie y and o he men al heal h p oblems among uni e si y lea ne s (Sann, &
Si ipipa awo n, 2024). Ta i iyaman e al. (2021) e ealed ha lea ne s wi h high le els o openness and
ag eeableness o expe ience pe cei ed a high deg ee o inancial anxie y, echnical, and lea ning;
meanwhile, s uden s wi h high le els o neu o icism, ex a e sion, and conscien iousness pa ially sensed
COGENT BUSINESS & MANAGEMENT 15
a low deg ee o hese anxie ies. Fu u e s udies should examine he ela ionship be ween hei need o
collabo a ion and pa icipa ion in class and s uden pe sonali y ypes, as well as access o he oppo uni y
o online lea ning o de elop s uden s’ social skills and cul u al on a global scale.
4.1.5.2. Tou ism and hospi ali y highe educa ion.COVID-19 caused a decline in hospi ali y jobs (i.e. mass
layo s and business ailu es), which c ea ed s ess and ea among hospi ali y se ice p o ide s (Bi ch
e al., 2021). This impac ed he u u e hospi ali y ca ee o s uden s, who migh ha e asked ‘Am I choosing
he igh ca ee ?’, and hospi ali y educa ion p o ide s, who we e o ced o ans o ma ion o he new
no mal. Mínguez e al. (2021) added ha ou ism deg ees migh no mee he needs o oday’s s uden s
and called o u he ans o ming ou ism pedagogy in highe educa ion. Sigala (2021) sugges ed ha
u u e esea ch should conside he digi iza ion o eaching en i onmen , engaged in i ual and AI-
enabled ca ee planning and managemen o s uden s.
5. Conclusions
The main pu pose o his s udy is o summa ize he c i ical idea in o a concep ual model o be e
unde s and he impac s o COVID-19 pademic on he ou ism and hospi ali y indus y and syn hesize
ecommenda ions o u u e esea ch agenda. Th ough an in eg a i e e iew app oach u ilizing docu-
men analysis and hema ic con en analysis, his s udy iden i ied he main in ellec ual ounda ions o
esea ch on he impac s o COVID-19 and he esea ch ou pu gaps as well as oppo uni ies o u he
esea ch. The esul s om he in eg a i e echnique we e cohe en and o e a clea pic u e ha while
esea ch on he in luence o COVID-19 in ou ism and hospi ali y has eached signi ican dep h, new
knowledge on ou unde s anding o hese impac s emains somewha limi ed. Each o he wo me hods
e eals speci ic hema ic a eas sugges ions o u u e s udies. The documen analysis unco e s a comp e-
hensi e gap be ween esea ch and indus y in e ms o he impac s o COVID-19 on i e di e en demen-
sions. Then, he hema ic con en analysis iden i ies 24 ele an opics on he impac s o COVID-19 on
he ou ism and hospi ali y indus y; his also helps iden i y new esea ch in o ma ion om he indings
o he p e ious documen analysis. These speci ic opics ou line se e al u u e esea ch oppo uni ies o
ad ance a mo e nuanced and holis ic unde s anding o he dis up ions in he ou ism and hospi ali y
indus y du ing he pandemic, and iden i y esilience eco e y s a egies a e he c isis. We also p esen
addi ional esea ch sugges ions in Table 2. These sugges ions we e s uc u ed hema ically using he MLP
5.1. Theo ec ical con ibu ions
This s udy o e s se e al heo e ical con ibu ions. Fi s , his s udy con ibu ed by ex ending he esilience
cycle and he impac model o Lew e al. (2020) and Aldao e al. (2021) and inco po a ing COVID-19’s
impac o de elop new esilience cycle and COVID-19 impac model on he ou ism and hospi ali y
indus y. Impo an ly, his s udy summa izes he impo an ideas iden i ied om he c i ical e iew in o a
concep ual model. This model can help be e unde s and he in luences o he COVID-19 pandemic on
he ou ism and hospi ali y indus y, and how i may be ackled by a esilience cycle model (see Figu e 3).
Second, he cu en s udy illed he esea ch gap by p oposing a o wa d-looking pe spec i e ha
migh be acqui ed o ese he indus y in he pos -COVID-19 wo ld. A pandemic impac s people on an
indi idual, collec i e, and ins i u ional le el (Aldao e al., 2021). The indi idual le el e e s he ou is ’s
impac s by COVID-19. The collec i e dimension cons i u es wo aspec s: i) he hospi ali y, leisu e, spo s,
and ou ism indus y aspec , and ii) employees and en e p ises aspec . The ins i u ion le el includes wo
aspec s: i) go e nmen and des ina ion managemen o ganiza ions (DMOs) aspec and ii) educa ion
aspec . The e ec s on he h ee le els o impac s con ibu e o he complexi y o he dis up ions in he
ou ism and hospi ali y indus y, as he in e ac ion be ween a ious le els has unexpec ed impac s.
The e o e, as p oposed in he esilience cycle, he e a e ou s ages o c isis managemen : collapse, eo -
ganiza ion, g ow h, and consolida ion (c. . Aldao e al., 2021; Lew e al., 2020). Each s age has a se o
measu es o be implemen ed and s akeholde s ha should be in ol ed.
Finally, he e ec s on he h ee le el o impac s a e dis ibu ed h oughou he ou phases o he
esilience cycle. Impo an ly, hese e ec s e ol e unp edic ably, depending on he measu es
16 R. SANN ETAL.
implemen ed in each c isis managemen phase (Aldao e al., 2021; Lew e al., 2020). The esilience cycle
and COVID-19 impac model depic ed in Figu e 3 shows how he h ee dimensions in e ac be ween
‘impac ’ and ‘solu ions’, and en ails complex scena ios o he managemen o he c isis, wi h unexpec ed
consequences o ou ism sys ems (Aldao e al., 2021). This p oposed model may show he way o a new
pa adigm whe ein ou ism and hospi ali y indi iduals can acili a e be e se ices o hei cus ome s
du ing and a e he COVID-19 pandemic.
5.2. Limi a ions o he s udy
Limi a ions o his s udy a e ine i able. This s udy limi ed key sea ch wo d ‘COVID-19’ AND ‘Hospi ali y OR
Leisu e OR Spo OR Tou ism’ which migh no co e all he ele an COVID-19’s esea ch. Fu u e s udy
can conside o complemen a y his s udy by key sea ch wo d ‘COVID-19 OR Co ona- i us 2019 OR
2019-nCoV OR Co ona i us Disease 2019’ AND ‘Hospi ali y OR Leisu e OR Spo OR Tou ism’, ‘Spo AND
Tou ism OR Tou is ’ and ‘T a el OR T a elling’.
Au ho s’ con ibu ions
Raksmey Sann
• Subs an ial con ibu ions o he concep ion o design o he wo k; o he acquisi ion, analysis, o
in e p e a ion o da a o he wo k; AND
• D a ing he wo k o e iewing i c i ically o impo an in ellec ual con en ; AND
• Final app o al o he e sion o be published; AND
• Ag eemen o be accoun able o all aspec s o he wo k in ensu ing ha ques ions ela ed o he
accu acy o in eg i y o any pa o he wo k a e app op ia ely in es iga ed and esol ed.
Pei-Chun Lai
• Supe ision
Figu e 3. Resilience cycle and CoViD-19 impac model on he ou ism and hospi ali y indus y.
COGENT BUSINESS & MANAGEMENT 17
Shu-Yi Liaw
• Supe ision
Disclosu e s a emen
The au ho s decla e ha hey ha e no known compe ing inancial in e es s o pe sonal ela ionships ha could ha e
appea ed o in luence he wo k epo ed in his pape .
Abou he au ho s
D . Raksmey Sann is a ull- acul y membe a Depa men o Tou ism Inno a ion Managemen ,
Facul y o Business Adminis a ion and Accoun ancy, Khon Kaen Uni e si y, Thailand. He ecei ed
his Ph.D. wi h subjec majo in In e na ional Tou ism, Hospi ali y and E en Managemen , Na ional
Ping-Tung Uni e si y o Science and Technology, Taiwan. His esea ch in e es s a e on he opics
ela e o se ice ma ke ing, se ice quali y, e-comme ce, e-WOM, consume beha io , c oss-cul u al
s udies, da k ou ism, na u al language p ocessing, da a mining, and big da a analy ics. His publi-
ca ions (o e 20 a icles) ha e appea ed in many in e na ional pee - e iewed high-impac jou nals,
such as IJHM, JHTM, JHT, IJQSS, JAMS, IJERPH, IJCTHR, JHTI, CBTH, Leisu e S udies, Applied Sciences,
Ana olia, Sus ainabili y and so on.
D . Pei-Chun Lai is a ull p o esso in he Depa men o Ho el and Res au an Managemen , Na ional
Ping-Tung Uni e si y o Science and Technology, Taiwan. She holds he PhD deg ee in he hospi al-
i y managemen om he Sco ish Ho el School, Uni e si y o S a hclyde, Glasgow, U.K. He esea ch
in e es s a e on he opics ela e o lexibili y in HRM, ou sou cing and ho el ope a ion manage-
men . Pei-Chun has published o e 20 a icles in pee - e iewed high-impac jou nal, such as
In e na ional Jou nal o Human Resou ce Managemen , The Se ice Indus ies Jou nal, To al Quali y
Managemen & Business Excellence, Tou ism Economics, and In e na ional Jou nal o Hospi ali y
Managemen .
D . Shu-Yi Liaw is a p o esso in he Depa men o Business Adminis a ion, Na ional Ping-Tung
Uni e si y o Science and Technology, Taiwan. He holds his PhD deg ee in he Indus ial Managemen
om he Ins i u e o In o ma ion Managemen , Na ional Cheng Kung Uni e si y, Taiwan. His esea ch
in e es s a e on he opics ela e o se ice ma ke ing, e-comme ce and in e ne ma ke ing. Shu-Yi
has published o e 40 a icles in pee - e iewed high-impac jou nal, such as Asia Paci ic Jou nal o
Tou ism Resea ch, Jou nal o Fu u e In e ne , Elec onic Ma ke s, Sus ainabili y, and Indus y
Managemen & Da a Sys em.
ORCID
Raksmey Sann h p://o cid.o g/0000-0002-5526-8376
Da a a ailabili y s a emen
The da a ha suppo he indings o his s udy a e openly a ailable in Mendeley Da a eposi o y a doi: 10.17632/
kk 4sz4hkm.1 [SANN, RAKSMEY (2024), ‘Replica ion Da a o : P ospec i e o Tou ism and Hospi ali y Indus y: An
In eg a i e Re iew on COVID-19’s Impac s’, Mendeley Da a, V1, doi: 10.17632/kk 4sz4hkm.1].
Re e ences
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