Prospective for tourism and hospitality industry: an integrative review on COVID-19’s impacts

Sann, Raksmey; Lai, Pei-Chun; Liaw, Shu-Yi Article Prospective for tourism and hospitality industry: an integrative review on COVID-19’s impacts Cogent Business & Management Provided in Cooperation with: Taylor & Francis Group Suggested Citation: Sann, Raksmey; Lai, Pei-Chun; Liaw, Shu-Yi (2024) : Prospective for tourism and hospitality industry: an integrative review on COVID-19’s impacts, Cogent Business & Management, ISSN 2331-1975, Taylor & Francis, Abingdon, Vol. 11, Iss. 1, pp. 1-22, https://doi.org/10.1080/23311975.2024.2414854 This Version is available at: https://hdl.handle.net/10419/326614 Standard-Nutzungsbedingungen: Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden. Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich machen, vertreiben oder anderweitig nutzen. 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If the documents have been made available under an Open Content Licence (especially Creative Commons Licences), you may exercise further usage rights as specified in the indicated licence. https://creativecommons.org/licenses/by/4.0/ Cogent Business & Management ISSN: 2331-1975 (Online) Journal homepage: www.tandfonline.com/journals/oabm20 Prospective for tourism and hospitality industry: an integrative review on COVID-19’s impacts Raksmey Sann, Pei-Chun Lai & Shu-Yi Liaw To cite this article: Raksmey Sann, Pei-Chun Lai & Shu-Yi Liaw (2024) Prospective for tourism and hospitality industry: an integrative review on COVID-19’s impacts, Cogent Business & Management, 11:1, 2414854, DOI: 10.1080/23311975.2024.2414854 To link to this article: https://doi.org/10.1080/23311975.2024.2414854 © 2024 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group Published online: 21 Oct 2024. Submit your article to this journal Article views: 2722 View related articles View Crossmark data Citing articles: 2 View citing articles Full Terms & Conditions of access and use can be found at https://www.tandfonline.com/action/journalInformation?journalCode=oabm20 Cogent Business & ManageMent 2024, VoL. 11, no. 1, 2414854 Prospective for tourism and hospitality industry: an integrative review on COVID-19’s impacts Raksmey Sanna , Pei-Chun Laib and Shu-Yi Liawc aDepartment of tourism innovation Management, Faculty of Business administration and accountancy, Khon Kaen university, Khon Kaen, thailand; bDepartment of Hotel and Restaurant Management, national Pingtung university of science and technology, taiwan; cDepartment of Business administration, national Pingtung university of science and technology, taiwan ABSTRACT This study aims to summarize the critical idea into a conceptual model to better understand the impacts of COVID-19 pandemic on the tourism and hospitality industry and synthesize recommendations for future research. Utilizing the Web of Science, Scopus, Google Scholar database and the judgement sampling approach, 140 full research articles (SSCI index) published in 47 leading tourism and hospitality journals were extracted and analyzed through an integrative review consisting of document and thematic analyses. From document analysis, five dimensions of COVID-19’s impacts on tourism and hospitality were found. Then, thematic content analysis identified 24 topics on COVID-19’s impacts on the tourism and hospitality industry. Contrary to prior literature reviews, this review develops a resilience cycle and COVID-19 impact model on the disruptive tourism and hospitality industry. These theoretical frameworks may offer a way to investigate the new paradigm wherein tourism and hospitality firms can provide better services to their customers during and after the COVID-19 pandemic. 1. Introduction The COVID-19 induced travel restrictions and border closures severely affected the global economy, especially the travel, tourism, and hospitality industry (Gaur et al., 2021). Nearly 100 million tourism and hospitality jobs are in jeopardy, with 1 in 10 jobs being directly related to this industry according to the World Economic Forum by Miró-Pérez (2020) (Florido-Benítez, 2021; Gaur et al., 2021). Tourism is also one of the economic main contributors in several countries; however, because of travel bans, tourism became the epicenter of many international discussions and economies (Florido-Benítez, 2021). COVID-19 impacts the sector of tourism and hospitality industry, including hotel, restaurant, sport, airline and other related tourism and travel industry. This leads to the extraodinary difficult situation in which hundreds of thousands of companies worldwide have been downsize or closed their business, and millions of employees have lost their job (Tu et al, 2021). The COVID-19 is not only limitted to economic loss, but also has an impact on tourist’s perception of risk, dining behavior, as well as drastic lifestyle changes (Song et al., 2022). Zheng et al. (2021) also argued that COVID-19 caused ‘travel fear’ in which have an impact on the number of outbound trips fell significantly. Therefore, tourism and hospitality enterprises need to better understand the coping and resilence against pandemic; especially, the critical ideas in post-pandemic travel rather than predict tourism demand. While review studies offer an essential understanding of the theoretical, and topic-oriented underpinnings in the literature on the COVID-19 crisis, some notable gaps exist. First, most studies stress only how COVID-19 disrupted international events (Aldao et al., 2021), cruise revenue management (Chu & Hsu, 2023), worker exploitation (Giousmpasoglou etal., 2024), hotel guests’ experience (Veloso & Gomez-Suarez, 2023), and other sustainability or corporate social responsibility (CSR) activities (Jones & Comfort, 2020). © 2024 the author(s). Published by informa uK Limited, trading as taylor & Francis group CONTACT Raksmey sann [email protected] Department of tourism innovation Management, Faculty of Business administration and accountancy, Khon Kaen university, Khon Kaen, thailand https://doi.org/10.1080/23311975.2024.2414854 this is an open access article distributed under the terms of the Creative Commons attribution License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. the terms on which this article has been published allow the posting of the accepted Manuscript in a repository by the author(s) or with their consent. ARTICLE HISTORY Received 31 May 2024 Revised 30 July 2024 Accepted 2 October 2024 KEYWORDS COVID-19 impacts; literature review; tourism and hospitality; thematic review; document analysis SUBJECTS Business; management and accounting; tourism; hospitality MANAGEMENT | REVIEW ARTICLE 2 R. SANN ETAL. Second, reviews tend to depend solely on a single method (Gaur et al., 2021; Jones & Comfort, 2020); however, several methodological approaches exist for conducting literature reviews. This limits the nature and scope as well as the validity and reliability of the results of these reviews (Mody et al., 2021). Additionally, some reviews (e.g. Gaur et al., 2021) only focus on the role of artificial intelligence and robotics on contact-free travel but not multiple sectors. Finally, previous review study on post-COVID-19 (i.e. G. D. Sharma etal., 2021) was limited in sample size; and specifically, it limited in the scope of solely tourism sector; thus, it did not identify the needs and requirements of the tourism and hospitality industry from multiple disciplines. Contrary to prior literature reviews, this study aims to summarize the critical ideas into a conceptual model to better understand the influence of the COVID-19 pandemic on the tourism and hospitality industry, and a resilience cycle model (Figure 3) to describe how these impacts may be tackled. Furthermore, we synthesize recommendations for future research utilizing the thematic content analysis, as the topic has a vast intellectual structure, and this approach can help in identifying the emerging resilience trends and novel research avenues. The unique contribution of this integrative critical review is that it establishes the temporal evolution of the main intellectual foundations of research on the impacts of COVID-19 on the tourism and hospitality industry, thereby identifying the output gaps and opportunities for further studies. This study also structures the thematic opportunities for further studies using the multi-level perspective (MLP) while offering topic-oriented underpinning considerations for further research (in Table 2). Overall, these opportunities reflect this study’s observation that while there is substantial depth in research on the impacts of COVID-19, and the resilience recovery strategies in tourism and hospitality, the breadth of our understanding in this area remains somewhat limited. Rather than just applying existing disciplinary frameworks, researchers are encouraged to adopt methodological techniques that help in the development of theory, and establishment of key constructs and relationships related to COVID-19 resilience and recovery strategies in the tourism and hospitality sectors. The combinations of document and thematic content analyses will help to triangulate the study’s findings validity. The remainder of the paper is structured as follows: critical literature review on COVID-19’s impacts on tourism and hospitality sectors is briefly discussed. The next section is highlighted the data and methods utilized in this study. We then discuss our main findings from the thematic content analysis and present future research agenda. Finally, this is conclusion section presenting with the resilience cycle and COVID-19’s impact model of the tourism and hospitality industry. 2. Literature review Document analysis was worldwidely applied as one the qualitative research process. Bowen (2009) defined document analysis as ‘a systematic procedure for reviewing or evaluating documents—both printed and electronic (computer-based and Internet-transmitted) material. Like other analytical methods in qualitative research, document analysis requires that data be examined and interpreted in order to elicit meaning, gain understanding, and develop empirical knowledge’. Literature pointed out their ‘relatively naturalistic and unobtrusive nature’. It is clear that the data are ‘found’ rather than ‘made’ through the researcher’s intervention in the field. Other studies claimed that document is simply ‘out there’ waiting to be assembled and analysed. Furthermore, public document is produced under natural conditions and researchers have no affected the collected material. Thus, we can claim that the documents we deal with are non-reactive. However, there is unclear the border between document and literature (Karppinen & Moe, 2012). There are four steps of the analytic procedure of document analysis including finding, selecting, appraising (making sense of), and synthesising data contained in documents. Document analysis yields ‘data—excerpts, quotations, or entire passages—that are then organised into major themes, categories, and case examples specifically through content analysis’ (Bowen, 2009; Labuschagne, 2003). Thus, document analysis is appropriate for this study. After the document analysis of the COVID-19 literature review, this study classifies the impacts of COVID-19 on tourism and hospitality industry into five demensions as below: 2.1. COVID-19’s impacts on tourists Travel restrictions and social distancing ban tourists from travelling. Ejiri etal. (2021) argued that stay-athome impacts on psychological well-being of older adults since tourism brought individuals to nature, COGENT BUSINESS & MANAGEMENT 3 and nature enhances mental health (Cooper & Buckley, 2022). While, Alexandris etal. (2022) added that COVID-19 impacts on individuals’ physical outdoor activity (i.e. willingness to start exercise again in the gym) due to the long-term closure of recreation area or exercise facilities. Other studies also revealed the impacts of COVID-19 on tourists’ willingness to travel (Hao et al., 2021; Hassan & Soliman, 2021; Teeroovengadum et al., 2021; Zheng et al., 2021), tourists’ destination preference (J. Kim et al., 2022; X. Li etal., 2021; Rasoolimanesh etal., 2021), their motivators and demotivators to travel (Aebli etal., 2022; Bichler & Pikkemaat, 2021), tourists’ perceived risk (Lee et al., 2021; X. Y. Liu et al., 2021; Yu et al., 2021), and their behavioral intention to travel in times of public health crisis (Bird etal., 2021; Ram etal., 2022; Su et al., 2022; Sann, Pimpohnsakun, & Booncharoen, 2024). This implies that the social isolation and loneliness might affect on individual mental health issues (e.g. depression, anxiety, and self-harm). 2.2. COVID-19’s impacts on hospitality, leisure, sport, and tourism The spread of virus COVID-19 is causing an unprecedented crisis for world’s hospitality, leisure, sport, and tourism sectors. Air-travel service industry is, one among others, disrupted due to the impose travel bans to control transmission risk (Cocolas etal., 2021; Gallego & Font, 2021; Kökény etal., 2022; Piccinelli etal., 2021). More than 60% of world’s private aircraft has no flight, while others go bankruptcy (e.g. Flybe, VA Australia) (Florido-Benítez, 2021). Event and festival sector also hardly hit due to the closure of hallmark events (X. Chi, Han, etal., 2021; Wong etal., 2021). This might lead to a transformation festival as virtual or hybrid modes (Davies, 2021; Rowen, 2020). Other studies also demonstrate the effects of COVID-19 on sport tourism (Lawrence & Crawford, 2022; McCarrick etal., 2021; Mirehie etal., 2021; Zago etal., 2022), gambling industry (Lim & To, 2022), heritage tourism (Chark, 2021; Sann, Lai, Liaw, & Chen, 2024), and cruise travel sector (Castaldo etal., 2021; T. Y. Pan etal., 2021; Quintal etal., 2022). This implied the perceived crowding related to public health crisis might influence individuals’ intention to travel 2.3. COVID-19’s impacts on employee and enterprises One among ten jobs is coming from tourism industry (Florido-Benítez, 2021). However, COVID-19 has unpredictably downsized the employees (Tu et al., 2021). While other front-line employees are fear of infection anxiety due to the contact-heavy nature of service industry (Park & Hai, 2021). For instance, flight attendants were in high risk after medical staff due to enclosed cabins and narrow working space (Cheng et al., 2022). Besides, remote working also impacts on employees’ psychological distress (Chen, 2021), their job’s commitment (Yuan et al., 2022), work-related attitudes (i.e. motivation) (Bajrami et al., 2021) and their working engagement (Abdalla etal., 2021; O. H. Chi, Saldamli, etal., 2021). Other studies also discuss the tourism enterprises’ service quality in crisis such as hygiene and cleanliness concerns (Pillai et al., 2021), customer experience and satisfaction (Bonfanti et al., 2021), and contact-free service (Hao & Chon, 2022). This led to many entrepreneurs adopted robotic service (Chuah et al., 2022), and online delivery platform (Belarmino et al., 2021; Zhao & Bacao, 2020; Sann, Lai, Liaw, Chen, 2024) to lower the direct and indirect contacts reducing the virus transmission (Kostromitina et al., 2021; R. Sharma et al., 2021; Song et al., 2022; Wilkesmann & Wilkesmann, 2021). 2.4. COVID-19’s impacts on government and DMOs Due to the international travel restrictions, flows of domestic tourism has a positive impact on regional economics (Falk et al., 2022; Williamson & Hassanli, 2020). L. Li et al. (2022) stated that comparing to large cities, rural and natural scenic spots rebounded faster. But these new opportunities last only for a short term due to the government efficiency (e.g. subsidies, crisis management equipment and technology) (Jacobsen et al., 2023; Yang et al., 2022). While other studies suggest that government and DMOs should adopt digital technology in tourism area (e.g. virtual tourism or AI and robots) to fostering contact-free travelling (Manchanda & Deb, 2022; Romero & Lado, 2021). Importantly, tourism and hospitality SMEs were hardly hit due to their size, limited resources and scarce cash flows (Burhan etal., 2021). For example, Thai Airbnb and local stakeholders (e.g. street store sellers) are worst hit (Fuchs, 2021; Xu et al., 2021). Racial discrimination (Pang, 2021), financial and economic distress (Crespí-Cladera et al., 4 R. SANN ETAL. 2021; Figini & Patuelli, 2022; Kumar & Patel, 2022; Ozdemir et al., 2021), CSR (Gürlek & Kılıç, 2021; Qiu etal., 2021; Shin etal., 2021; Tong etal., 2021) and sustainability (H. Liu etal., 2023; Sumanapala & Wolf, 2022) are among other topics that governments and DMOs are still striking for better solutions 2.5. COVID-19’s impacts on education COVID-19 pandemic hardly disrupted tourism and hospitality higher education from physical classroom to remote learning (Sigala, 2021; Varea & González-Calvo, 2021). This curriculum put more attention on job-skills and industry training to meet the customers (students) preference and expectation. As pandemic invaded, tourism degree does not meet the need of today’s customers (Mínguez et al., 2021). Birtch et al. (2021) also argue that job choice intention has an effect on hospitality management students. They concern ‘Are they choosing the right career?’ Other studies also confirmed that students might perceived anxiety and then develop to personality traits’ issues such as conscientiousness, neuroticism, openness, extraversion and agreeableness because of missing of close-contact and physical interaction (Tavitiyaman et al., 2021). Therefore, market-oriented learning and bolster learning should be replaced and ignoring the mission of the contemporary university (Choi et al., 2021; Mínguez et al., 2021) 3. Methodology This study followed prior studies (Mehraliyev et al., 2022; Mody et al., 2021) to conduct a review of the literature on the tourism and hospitality sectors which were severely affected by COVID-19 and synthesis future research directions based on the findings. An integrative review approach was used to perform a critical review using document analysis and qualitative thematic content analysis. The following subsections describe the research design, database and keyword extraction, data screening and preparation, and conceptual relevancy and analysis. 3.1. Article section Following Booth et al. (2020), the PRISMA Framework was adopted because PRISMA offers the selection and analysis of the selected sample transparency and offers a reference point for others in the domain. The PRISMA framework contains four steps: (1) identification related to the relevant items and databases, (2) screening the duplicated items, (3) eligibility of the items, including a thorough description of the inclusion and exclusion criteria, and (4) stating the selected items in the sample for further qualitative and quantitative analysis (see Figure 1). To capture all the relevant research examining the COVID’s 19 impacts on tourism and hospitality industry, a range of keyword was applied to search for articles. The primary keyword ‘COVID-19’ AND ‘Hospitality OR Leisure OR Sport OR Tourism’ in their titles, abstracts and keywords was applied in order to search for the related studies. From this stage, a total of 7,500 full-length articles were found in Web of Science, Scopus, and Google Scholar. Then we excluded conference papers, book reviews, and book chapters, 7,320 full-length articles were retrieved since full-length articles typically offer a novel contribution to the relevant research area (Sann et al., 2021). After that, the manaul screening of each publication abstract and keyword was performed to ensure the relevance of collected studies (Marzi et al., 2017). In this stage, we elimilated non-English articles, non-’COVID-19’ AND ‘Hospitality OR Leisure OR Sport OR Tourism’ keyword in their titles, abtracts or keywords, non-SSCI index and limiting the time frame to 2020–2023. A total of 752 finalized articles remained. Finally, the judgement sampling technique was applied to select articles for further analysis. Three researchers read through and examined all the articles manually in their entirety and kept only those which had the impacts of COVID-19 on tourism and hospitality industry as their main focus. 308 articles were eliminated in this stage according to the following conditions, namely, they were less discussion on the COVID-19’s impacts, or they mentioned one or more keywords but the article pertained another topic. Finally, 140 of 444 full research articles were obtained through convenient sampling technique and then manually analyzed and coded using Atlas.ti version 22. All the three researchers unanimously agreed to this selection and exclusion. COGENT BUSINESS & MANAGEMENT 5 3.2. Data analysis We conducted a qualitative thematic content analysis. Following H. Kim and So (2022), grounded theory was adopted as an analytical framework to explore the specific relevant topics on the impacts of COVID-19 on the tourism and hospitality industry through an inductive process, and subsequently, generate a theoretical understanding. This also enables new research information to be identified according to the findings of prior document analysis (H. Kim & So, 2022). Glaser et al. (1968) referred grounded theory as ‘based on the assumption that social science theory can be built from data collected systematically in a social setting which is well suited to a study using an inductive, qualitative approach’. In grounded theory, data is a heart of this cyclical research process. Data can be in the form of statements, stories, and incidents respectively and can be compared with other statements, stories, and incidents (Matteucci & Gnoth, 2017). Grounded theory studies involve with the continuous iteration between data collection and analysis. This process deemed to complete once the theorectical saturation reached. This can be happened when new theoretical insights occurred or new properties of main categories emerged during the theory development process (Glaser et al., 1968). In grounded theory, the coding procedure are different from two to three distinctive steps. The first step was called opening coding or initial coding Figure 1. a PRisMa flowchart of CoViD-19’s impacts on tourism and hospitality industry. 6 R. SANN ETAL. which meaned ‘breading down the data into distinct units of meaning’. Then the axial coding was applied to generate the most useful analytical codes from the vast number of codes during the initial coding. Finally, the third coding was deployed to make a connection between codes in order to form categories (Matteucci & Gnoth, 2017). This stage will help to develop an understanding of the connection ‘that give rise to the categories, their context, and their interaction and consequences’ (Matteucci & Gnoth, 2017). Then, the researchers can be able to elaborate substantive theorectical propositions (or concepts) by relating categories to each other. Taking the conding procedure in the grounded theory into account, three steps of coding were used to analyze our study’s data: first, open coding to break down the data into distinct units of meaning and then axial coding to depict the most essential initial codes to categorize data into a stronger analytic outline (see H. Kim & So, 2022). Finally, selective coding was then used to integrate the main topics from the results of open and axial coding, as well as illustrate the subtopics and their relationships (see Table 1). The title, abstract, and keyword were analyzed because these four components highlight the objectives, main ideas, and results of the studies (Mehraliyev et al., 2022). After rigorous comparison and refinement, 24 topics related to the impacts of COVID-19 emerged: (1) Air-Travel Service Industry; (2) Cruise Travel Industry; (3) CSR’s Contribution to Sustainable Tourism; (4) Disruptive Events and Festivals; (5) Domestic Leisure Tourism; (6) Employees’ Perceived Risk; (7) Financial and Economic Distress; (8) Food Service Industry; (9) Gambling Industry; (10) Heritage Tourism; (11) Mental Health and Psychological Well-being of Tourists; (12) Motivators and Demotivators to Travel; (13) Physical Outdoor Activity; (14) Racial Discrimination; (15) Sport Tourism Industry; (16) Students’ Perception Toward Online Class; (17) Tourism and Hospitality Higher Education; (18) Tourism and Hospitality Sector Small and Medium Enterprises (SMEs); (19) Tourism Digital Technology; (20) Tourism Enterprises’ Service Quality in Crisis; (21) Tourists’ Destination Preferences; (22) Tourists’ Perceived Risk; (23) Tourists’ Willingness to Travel; and (24) Travel Restrictions in Times of Public Health Crisis. These 24 topics were then integrated into five main themes related to the impacts of COVID-19: (i) COVID-19’s impacts on tourists; (ii) COVID-19’s impacts on hospitality, leisure, sport, and tourism; (iii) COVID-19’s impacts on employee and enterprises; (iv) COVID-19’s impacts on government and DMOs; and v) COVID-19’s impacts on education. Details of each theme will discuss in the following section. 4. Results and discussions 4.1. Main findings and future research recommendations The main aim of thematic content analysis is to investigate a particular phenomenon (here, the influence of COVID-19 on the tourism and hospitality industry) via an inductive process and then develop a theoretical understanding. Following H. Kim and So (2022), we utilized grounded theory as an analytical framework and identified 24 topics related to the impacts of COVID-19, and then we grouped them into five main themes. The following sections outline the main findings, discussions, and suggestions for future research for each topic, theme, and are briefly summarized in Table 2 and Figure 2. 4.1.1. COVID-19’s impacts on tourists 4.1.1.1. Mental health and psychological well-being of tourists. The stay-at-home policies as well as strict limitations like ‘lockdowns’ meant that people were asked to perform leisure activities such as physical activities, or even medical care activities at home (Scheyvens et al., 2023). The prevalence of physical activity declined, and consequently, psychological disorders soared in Europe, North America, and Asia (Ejiri et al., 2021). Cooper and Buckley (2022) noted that traveling can improve tourists’ well-being and quality of life, emotions and affect, and recovery from stress. Therefore, topics relevant to tourists’ mental health as well as the psychological well-being of people in tourism-dependent communities call for more studies. 4.1.1.2. Motivators and demotivators of travel. COVID-19 has affected tourists’ motivation to travel. However, the few studies that explore travel motivation and demotivation relevant to crises or disasters remain generic. For instance, Aebli et al. (2022) revealed that socio-psychological needs for mental wellbeing and social connectedness are primary travel motivations, while health and safety risks, and the risk COGENT BUSINESS & MANAGEMENT 7 Table 1. the study’s coding process (example). Raw data open coding (line-by-line coding) subthemes (axial coding) Main themes (selective coding) ti CoViD-19 and unpaid leave: impacts of psychological contract breach on organizational distrust and turnover intention: Mediating role of emotional exhaustion De CoViD-19; unpaid leave; Psychological contract breach; emotional exhaustion; organizational distrust; turnover intention; Zanzibar aB this study examines the influence of CoViD-19 on unpaid leave, the direct impacts of psychological contract breach on organizational distrust and turnover intention, and their indirect impact through emotional exhaustion. the study used partial least squares to analyze the data set of 238 questionnaires from hospitality establishments. Results indicate a significant direct positive impact of psychological contract breach on organizational distrust and favorable indirect effects through emotional exhaustion. However, psychological contract breach had no direct effects on turnover intention. the study has equally found the positive effect of organizational distrust on turnover intention. the research provides both theoretical and practical implications and suggests areas for further studies. CoViD-19 and unpaid leave: impacts of psychological contract breach on organizational distrust and turnover intention: Mediating role of emotional exhaustion impacts of Covid-19 on employees’ Perceived Risk  employee and enterprises  influence of CoViD-19 on unpaid leave, the direct impacts of psychological contract breach on organizational distrust and turnover intention, and their indirect impact through emotional exhaustion. impacts of Covid-19 on employees’ Perceived Risk ti effects of the new CoViD-19 normal on customer satisfaction: Can facemasks level off the playing field between average-looking and attractive-looking employees? De CoViD-19; Facemasks; Physical attractiveness; Customer satisfaction; employee attractiveness; Moderating effects aB the attractiveness of service employees can have a significant impact on customer attitudes and behaviors. While frontline employees can reduce the risk of the CoViD-19 transmission and infection by wearing facemasks, doing so can also influence customers’ perceptions of employees’ attractiveness and thus affect customer satisfaction. Based on the gestalt theory, this study explores the impact of hotel employees’ facemask-wearing on customer satisfaction through two experimental studies. the results indicate that average-looking frontline employees who wear facemasks induce high levels of customer satisfaction. However, while the impact of wearing facemasks on customer satisfaction is not significant for attractive-looking male frontline employees, attractive-looking female frontline employees who wear facemasks induce lower customer satisfaction. Customers’ perception of employees’ physical attractiveness fully mediates the effects of wearing facemasks on customer satisfaction in the case of average-looking employees. Customers’ self-perceived physical attractiveness moderates the mediated effects. implications that can help hotel managers improve customers’ service evaluations during the CoViD-19 pandemic are provided. effects of the new CoViD-19 normal on customer satisfaction: Can facemasks level off the playing field between average-looking and attractive-looking employees? impacts of Covid-19 on tourism enterprises’ service Quality in Crisis While frontline employees can reduce the risk of the CoViD-19 transmission and infection by wearing facemasks, doing so can also influence customers’ perceptions of employees’ attractiveness and thus affect customer satisfaction. impacts of Covid-19 on tourism enterprises’ service Quality in Crisis not significant for attractive-looking male frontline employees, attractive-looking female frontline employees who wear facemasks induce lower customer satisfaction. Customers’ perception of employees’ physical attractiveness fully mediates the effects of wearing facemasks on customer satisfaction in the case of average-looking employees. Customers’ self-perceived physical attractiveness moderates the mediated effects. impacts of Covid-19 on tourism enterprises’ service Quality in Crisis (Continued) 14 R. SANN ETAL. 4.1.4.2. Tourism digital technology. COVID-19 is expected to enhance tourism and hospitality digital technology transformation, such virtual tourism (Manchanda & Deb, 2022), AI and robotics for contactfree travel (Gaur et al., 2021), and service robots (Romero & Lado, 2021). Romero and Lado (2021) revealed that service robots decrease contagion risk, and provoke better attitudes and higher booking intentions for Gen Z members. Manchanda and Deb (2022) found that total satisfaction and immersion with multisensory virtual reality (MVR) tourism positively and directly influence behavioral intention to physically visit a destination. Further studies may also consider cultural differences as moderators for guests’ visits to various hotel types (i.e. budget, mid-market, or luxury), as well as examine MVR-mediated virtual tourism across customer segments and regions. 4.1.4.3. Tourism and hospitality sector SMEs. Due to the global and local travel declines caused the lockdowns, SMEs were worst hit given their limited cash flows, size, and scarce resources (Burhan et al., 2021). Micro-entrepreneurs (hosts) and peer-to-peer accommodation (e.g. Airbnb) also faced challenges not only due to revenue loss but also due to less support from governments and cooperative booking partners (Xu etal., 2021). For example, small local businesses in Phuket, Thailand, were strongly disrupted due to the lack of international tourist arrivals (Fuchs, 2021). Future research should investigate the stress and coping strategies of host or SME owners in different social groups (e.g. very stressful life events and daily hassles) during/after the pandemic. 4.1.4.4. Racial discrimination. COVID-19 is not just one but two concurrent crises: the Othering of Chineseness. Pang (2021) found that one out of seven people in the UK would avoid contact with a person of Chinese appearance or origin. The author reported that the long-term impact of pandemic on Chinese students’ leisure and health-related experiences is not the actual virus, but bullying, abuse, exclusion, and racism. This study calls for more papers on ‘Chinese communities’ leisure and healthrelated experiences that are silenced and/or misrepresented by a resurgence of fear and hypervisibility amidst and post the crisis’. 4.1.4.5. Financial and economic distress. In many countries, the tourism and hospitality industry is the main sector driving economic development and improving living standards (Kumar & Patel, 2022). However, the COVID-19 crisis has had substantial negative influences on the world economy, the fragile nature of the hospitality industry to external shocks such as pandemics and financial crises (Ozdemir et al., 2021), the industry’s financial distress (Crespí-Cladera et al., 2021), and the resulting economic impacts on employment, value added, total production, taxes, or imports (Figini & Patuelli, 2022). Future research should focus on the causes or effects of the decrease in hotel performance, and investigate the influences of the pandemic in various segments, operational structures or regions. 4.1.4.6. CSR contributing to sustainable tourism.CSR and sustainability within the tourism and hospitality industry have gained tremendous attention from researchers during the COVID-19 crisis (Jones & Comfort, 2020). Qiu et al. (2021) stated that CSR activities could increase stock returns and stakeholder attention, whereas Shin et al. (2021) argued that hotel CSR for strategic philanthropy has a negative influence on customer booking behavior and firm market value. Therefore, the value of CSR relies on its nature and environmental context. Future research should investigate the impact of CSR on multiple stakeholders, as well as the financial performance for both private and public companies. Furthermore, exploring safety concerns as the mediating role in the relationship between CSR perceptions and hotel booking intentions should be examined more closely (Qiu et al., 2021; Shin et al., 2021). 4.1.5. COVID-19’s impacts on education 4.1.5.1. Students’ perception toward online class. The unprecedented spread of the COVID-19 crisis has impacted the classroom environment, which changed from face-to-face to online/distance learning; thus, close contact and physical interaction were missing. According to the UNESCO 2020 report, global school closure influenced close to 90% of all learners in March 2020 (Choi et al., 2021). Moreover, it caused greater levels of anxiety and other mental health problems among university learners (Sann, & Siripipattaworn, 2024). Tavitiyaman et al. (2021) revealed that learners with high levels of openness and agreeableness to experience perceived a high degree of financial anxiety, technical, and learning; meanwhile, students with high levels of neuroticism, extraversion, and conscientiousness partially sensed COGENT BUSINESS & MANAGEMENT 15 a low degree of these anxieties. Future studies should examine the relationship between their need for collaboration and participation in class and student personality types, as well as access to the opportunity of online learning to develop students’ social skills and cultural on a global scale. 4.1.5.2. Tourism and hospitality higher education.COVID-19 caused a decline in hospitality jobs (i.e. mass layoffs and business failures), which created stress and fear among hospitality service providers (Birtch etal., 2021). This impacted the future hospitality career of students, who might have asked ‘Am I choosing the right career?’, and hospitality education providers, who were forced to transformation to the new normal. Mínguez etal. (2021) added that tourism degrees might not meet the needs of today’s students and called for further transforming tourism pedagogy in higher education. Sigala (2021) suggested that future research should consider the digitization of teaching environment, engaged in virtual and AIenabled career planning and management for students. 5. Conclusions The main purpose of this study is to summarize the critical idea into a conceptual model to better understand the impacts of COVID-19 pademic on the tourism and hospitality industry and synthesize recommendations for future research agenda. Through an integrative review approach utilizing document analysis and thematic content analysis, this study identified the main intellectual foundations of research on the impacts of COVID-19 and the research output gaps as well as opportunities for further research. The results from the integrative technique were coherent and offer a clear picture that while research on the influence of COVID-19 in tourism and hospitality has reached significant depth, new knowledge on our understanding of these impacts remains somewhat limited. Each of the two methods reveals specific thematic areas suggestions for future studies. The document analysis uncovers a comprehensive gap between research and industry in terms of the impacts of COVID-19 on five different demensions. Then, the thematic content analysis identifies 24 relevant topics on the impacts of COVID-19 on the tourism and hospitality industry; this also helps identify new research information from the findings of the previous document analysis. These specific topics outline several future research opportunities to advance a more nuanced and holistic understanding of the disruptions in the tourism and hospitality industry during the pandemic, and identify resilience recovery strategies after the crisis. We also present additional research suggestions in Table 2. These suggestions were structured thematically using the MLP 5.1. Theorectical contributions This study offers several theoretical contributions. First, this study contributed by extending the resilience cycle and the impact model of Lew et al. (2020) and Aldao et al. (2021) and incorporating COVID-19’s impact to develop new resilience cycle and COVID-19 impact model on the tourism and hospitality industry. Importantly, this study summarizes the important ideas identified from the critical review into a conceptual model. This model can help better understand the influences of the COVID-19 pandemic on the tourism and hospitality industry, and how it may be tackled by a resilience cycle model (see Figure 3). Second, the current study filled the research gap by proposing a forward-looking perspective that might be acquired to reset the industry in the post-COVID-19 world. A pandemic impacts people on an individual, collective, and institutional level (Aldao et al., 2021). The individual level refers the tourist’s impacts by COVID-19. The collective dimension constitutes two aspects: i) the hospitality, leisure, sports, and tourism industry aspect, and ii) employees and enterprises aspect. The institution level includes two aspects: i) government and destination management organizations (DMOs) aspect and ii) education aspect. The effects on the three levels of impacts contribute to the complexity of the disruptions in the tourism and hospitality industry, as the interaction between various levels has unexpected impacts. Therefore, as proposed in the resilience cycle, there are four stages of crisis management: collapse, reorganization, growth, and consolidation (c.f. Aldao et al., 2021; Lew et al., 2020). Each stage has a set of measures to be implemented and stakeholders that should be involved. Finally, the effects on the three level of impacts are distributed throughout the four phases of the resilience cycle. Importantly, these effects evolve unpredictably, depending on the measures 16 R. SANN ETAL. implemented in each crisis management phase (Aldao etal., 2021; Lew et al., 2020). The resilience cycle and COVID-19 impact model depicted in Figure 3 shows how the three dimensions interact between ‘impact’ and ‘solutions’, and entails complex scenarios for the management of the crisis, with unexpected consequences for tourism systems (Aldao etal., 2021). This proposed model may show the way to a new paradigm wherein tourism and hospitality individuals can facilitate better services to their customers during and after the COVID-19 pandemic. 5.2. Limitations of the study Limitations of this study are inevitable. This study limited key search word ‘COVID-19’ AND ‘Hospitality OR Leisure OR Sport OR Tourism’ which might not cover all the relevant COVID-19’s research. Future study can consider to complementary this study by key search word ‘COVID-19 OR Corona-virus 2019 OR 2019-nCoV OR Coronavirus Disease 2019’ AND ‘Hospitality OR Leisure OR Sport OR Tourism’, ‘Sport AND Tourism OR Tourist’ and ‘Travel OR Travelling’. Authors’ contributions Raksmey Sann • Substantial contributions to the conception or design of the work; or the acquisition, analysis, or interpretation of data for the work; AND • Drafting the work or reviewing it critically for important intellectual content; AND • Final approval of the version to be published; AND • Agreement to be accountable for all aspects of the work in ensuring that questions related to the accuracy or integrity of any part of the work are appropriately investigated and resolved. Pei-Chun Lai • Supervision Figure 3. Resilience cycle and CoViD-19 impact model on the tourism and hospitality industry. COGENT BUSINESS & MANAGEMENT 17 Shu-Yi Liaw • Supervision Disclosure statement The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper. About the authors Dr. Raksmey Sann is a full-faculty member at Department of Tourism Innovation Management, Faculty of Business Administration and Accountancy, Khon Kaen University, Thailand. He received his Ph.D. with subject major in International Tourism, Hospitality and Event Management, National Ping-Tung University of Science and Technology, Taiwan. His research interests are on the topics relate to service marketing, service quality, e-commerce, e-WOM, consumer behavior, cross-cultural studies, dark tourism, natural language processing, data mining, and big data analytics. His publications (over 20 articles) have appeared in many international peer-reviewed high-impact journals, such as IJHM, JHTM, JHT, IJQSS, JAMS, IJERPH, IJCTHR, JHTI, CBTH, Leisure Studies, Applied Sciences, Anatolia, Sustainability and so on. Dr. Pei-Chun Lai is a full professor in the Department of Hotel and Restaurant Management, National Ping-Tung University of Science and Technology, Taiwan. She holds her PhD degree in the hospitality management from the Scottish Hotel School, University of Strathclyde, Glasgow, U.K. Her research interests are on the topics relate to flexibility in HRM, outsourcing and hotel operation management. Pei-Chun has published over 20 articles in peer-reviewed high-impact journal, such as International Journal of Human Resource Management, The Service Industries Journal, Total Quality Management & Business Excellence, Tourism Economics, and International Journal of Hospitality Management. Dr. Shu-Yi Liaw is a professor in the Department of Business Administration, National Ping-Tung University of Science and Technology, Taiwan. He holds his PhD degree in the Industrial Management from the Institute of Information Management, National Cheng Kung University, Taiwan. His research interests are on the topics relate to service marketing, e-commerce and internet marketing. Shu-Yi has published over 40 articles in peer-reviewed high-impact journal, such as Asia Pacific Journal of Tourism Research, Journal of Future Internet, Electronic Markets, Sustainability, and Industry Management & Data System. ORCID Raksmey Sann http://orcid.org/0000-0002-5526-8376 Data availability statement The data that support the findings of this study are openly available in Mendeley Data repository at doi: 10.17632/ kkt4sz4hkm.1 [SANN, RAKSMEY (2024), ‘Replication Data for: Prospective for Tourism and Hospitality Industry: An Integrative Review on COVID-19’s Impacts’, Mendeley Data, V1, doi: 10.17632/kkt4sz4hkm.1]. References Abdalla, M. J., Said, H., Ali, L., Ali, F., & Chen, X. (2021). COVID-19 and unpaid leave: Impacts of psychological contract breach on organizational distrust and turnover intention: Mediating role of emotional exhaustion. Tourism Management Perspectives, 39, 100854. https://doi.org/10.1016/j.tmp.2021.100854 Aebli, A., Volgger, M., & Taplin, R. (2022). A two-dimensional approach to travel motivation in the context of the COVID-19 pandemic. Current Issues in Tourism, 25(1), 60–75. https://doi.org/10.1080/13683500.2021.1906631 18 R. SANN ETAL. 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