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POST PANDEMIC HOSPITALITY RECOVERY
Post-Pandemic Hospitality Recovery -A Study of the Chinese Luxury Industry
Name
Institution
Author Note
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Literature Review
The literature review’s objective is to sift through the current literature on the nature of
the Chinese hospitality business, how it was affected by the pandemic, and how the industry
recovered post-pandemic. Additionally, the literature review chapter introduces the Chinese hotel
sector and details the incidents that occurred during the pandemic’s effects on the industry and
how it recovered from the pandemic’s severe repercussions.
2.1 Introduction
Chinese hotels have taken a significant hit since COVID-19 broke out, and the literature
study in the first section aims to find out why the COVID-19 pandemic happened and what can
be done to avoid it happening again. In the face of a weakening local economy and global
economic uncertainties, the hotel industry had a dismal year in 2019.
2.2 The Chinese Hotel Sector
2.2.1 The State Chinese Hotel Sector
The Chinese hotel industry is comprised of luxury goods, which include the products and
services provided by the hotel industry (Gil & Yan, 2020). Similar to assertions made by Gil and
Yan (2020), Yang et al.(2021) classified the hotel industry in China as a luxury sector that
contributes significantly to the country’s revenue. However, Yang et al.(2021) note a
considerable drop in spending per customer and lodging visits during the COVID-19 pandemic,
as opposed to the report documented by Gil and Yan (2020). Specifically, China’s hotel business
has grown at a breakneck pace, ranking third internationally (Gil & Yan, 2013). Hu et al.(2020)
affirm the latter by noting that the Chinese hotel supply exploded and caught up with travel
demand in the cheap hotel sector. Therefore, the Chinese hotel sector remains one of the largest
globally.
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According to Gallen (2020), the hotel industry is based on human mobility and
interaction. Valle (2020) also stated that interaction factors could significantly affect the
industry’s ability to recover. Hale (2020) initially noted that the variable nature of China’s hotel
sector would cause variations in responses to the pandemic, agreeing with Brouder (2020). Hadi,
Katrircioglu, & Adaoglu (2020) introduced the aspect of the hotel sector’s vulnerability to
recovery milestones. However, the capacity of the hotel and tourism industries to recover after a
fall necessitates several approaches, including consideration for stock markets (Zhang, Hu, & Ji,
2020; Ru, Yang, & Ji, 2020; Kizys, Tzouvanas & Donadelli, 2020). Because of the nature of the
hotel industry during the pandemic, it may face numerous challenges.
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2.2.2. The Chinese Hotel Sector During the Pandemic
The COVID-19 pandemic has greatly impacted the Chinese hotel sector. To affirm the
latter, qualitative study approach finding by Enger et al.(2020) predicts that by 2020, hotels will
be increasingly employing touchless checkouts via email and hotel applications and unique
touchless or non-contact cleaning procedures to improve profits. In a retrospective study, Hu et
al.(2020) also noted significant advancements in China’s hotels to increase its profits despite the
pandemic. Tellioglu (2021), on the other hand, contradicts Hu et al. (2020) and Enger et al.’s
(2020) conclusions by observing large drops in hotel company rates in the Chinese domain
following the COVID-19 pandemic. The losses in business rates could be ascribed to low turnout
due to the pandemic’s hygiene-related declines, as most tourists prefer clean circumstances
(Khan et al.,2021; Hu et al.,2021). Similar to Khan et al. (2021), Milovanovic (2021) highlighted
hygiene as a critical factor in hotel selection decision-making. It is worth noting that major
changes have occurred in the hotel industry’s operations in China prior to and after the COVID19 emergence.
Following the onset of the COVID-19 pandemic, several adjustments and important
developments in hotel operations and management have been documented in China (Hu et
al.,2020). Sarwari and Huq (2021) reported that occupancy rates of the hotels dropped
significantly owing to the effects of the pandemic, corroborating findings that were documented
by Hao, Xiao & Chon (2020), as indicated in Figure 3.1. Even though Hu et al. (2020)
documented decreased occupancy rates in the hotel sector, Zhang et al. (2020) conflict with the
latter by highlighting that only a few of the world’s wealthiest and most luxurious hotels saw
incomes remain flat or even climb slightly in 2020. In agreement with Hu et al.(2020), a
September 2020 research issued by STR, which employed online surveys to study the COVI-
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19pandemic effects, revealed that the COVID-19 emergence had a major influence on China’s
hotel industry. Shin & Kang (2020), however, after employing online experiments to study social
distancing, ascertained that the occupancy rate in Chinese hotels dropped by 89% by midJanuary 2020 due to such restrictions. According to Liu et al.(2021), the post-pandemic era has
resulted in a shift away from human labour toward “self-service” technology due to the
pandemic’s demands of social distancing. When it comes to the post-pandemic lodging
preferences of Chinese domestic travellers, Yang et al. (2021) provided a national overview,
which corroborated Crawford’s (2021) review of the health of China’s hotel market. Based on the
findings reported in the reviewed studies, it can be noted that the luxury hotel sector experienced
major occupancy declines owing to the COVID-19 pandemic.
Most hotels had issues during the Covid-19 outbreak due to information pollution and a
lack of crisis management expertise (Demir et al.,2021). In this regard, several popular tourist
sites and cultural institutions were forced to close (Bhuiyan et al., 2020). An online review
conducted by Baum and Hai (2020) which utilised a variety of databases, showed that visitors
attempted to reclaim payments linked with cancelled vacation plans owing to constraints,
quarantines, and social isolation throughout the process, which corresponded with findings
reported by Bhuiyan et al. (2020). However, according to Sigala (2020), potential visitors’
interest in tourism has grown as they look for alternatives to travel, such as virtual entertainment.
As a result, people turn to virtual platforms to fulfil their social needs, such as cultural
participation, by learning about new places, meeting new people, and exchanging ideas.
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Figure 3.1: China’s hotel industry occupancy shows the occupancy rates over the past few years,
with the COVID-19 having impacted the occupancy rates (Hao, Xiao & Chon, 2020).
Several hotel organisations in China have released financial accounts showing losses
extended into the first quarter, according to a survey conducted by Khan et al. (2021). Compared
to profit rates in 2019, Zhang et al. (2020) documented Jinjiang International’s net profit drop by
42.3% to a meagre 171 million Yuan in the first quarter of 2020. A 50 percent loss in operating
cash flow and an 80 percent drop in sales was reported by Wu (2020) for Dossen International
Group, corroborating previous assertions (Zhang et al.,2020). However, earlier studies
documented major hotel losses despite failure to indicate reasons for the losses (Wu, 2020;
Zhang et al.,2020). Such declines in hotel visits and occupancy are indicators of significant
losses caused to the hotel industry by the pandemic.
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Hotel losses can be linked to underperformance. In their assertions, Krishnan et al. (2021)
noted significant underperformance in the hotel industry, causing substantial shifts and sublets
post-pandemic. Agustina and Yosintha (2020) also reported similar findings to the latter by
documenting significant closure of the hotels globally with an occupancy rate of less than 15%,
which is an indicator of underperformance. However, in the study, aspects such as low
occupancy rates and pay cuts were the drivers of underperformance. The performance of hotels,
therefore, reduced significantly following the pandemic than before the emergence of the
pandemic. To accord to the latter, the PWC advisory (2020) report indicated a 40% closure of the
hotels in China and other Asia countries, with mainland China having instituted the shutdown as
early as January 2020. Arabadzhyan et al. (2021) affirm the latter by noting a significant drop by
74% of international tourism that caused a negative performance index in most luxurious hotels
in China. UNWTO (2021) also highlighted the simultaneous change in conditions in supply and
demand alongside travel bans that caused underperformance, unlike in previous studies where
occupancy reduction and pay cuts were considered the reasons for underperformance
(Arabadzhyan et al., 2021; Inoue et al., 2018 ). These losses were evident across many hotels in
China, suggesting the impact caused by the COVID-19 on hotel underperformance and the
concomitant reporting of revenue losses.
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2.2.3 Emergent Issues and Changes in the Chinese Hotel Industry
Milovanovic (2021) established that hotel guests increased dramatically during the
COVID-19 pandemic, contradicting prior findings by Khan et al. (2020) and Tellioglu (2021),
who reported very few hotel visits during the pandemic. Goh and Baum (2021) affirmed the
latter by highlighting that the hygienic considerations in light of the restrictions and guidelines
imposed by the COVID-19 pandemic could result in low hotel admission. Thus, recovery of
hotel operations during the pandemic is contingent on the hotels’ ability to adapt quickly and
innovate to remain productive and attract more visits.
The operations following the COVID-19 pandemic have also seen significant
modifications in the hotel sector compared to previous years. Moreover, service delivery
standards in quarantine hotels have changed to become contactless and virtual client interactions
(Zhang et al., 2020). To affirm the latter, a qualitative study conducted by Tussyadiah (2020),
which employed semi-structured interviews, revealed an increase in service automation and
client experience during the COVID-19 pandemic due to the use of robots artificial intelligence
in hotels. Similar findings were highlighted in a study conducted by Jiang and Wen (2020)that
utilised surveys, which showed the role of contactless operations in China’s hotels to safeguard
against the COVID-19 virus. According to earlier studies, customers currently prefer clean hotels
and are willing to pay a premium for a cleaner, hence offering a more disinfected
accommodation (Zemke et al., 2015; Zhang et al.,2021; Adim et al.,2020). As a result of the
pandemic, hotels’ plans and management practices for accommodating visitors shifted
significantly.
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2.3 Pandemic Related Challenges
2.3.1 Reduction in Hotel Visits
This section looks at how the pandemic affected and challenged the hospitality industry.
As a result of the pandemic, customers became more concerned about safety and sanitation,
impacting the number of hotel visits (Shin & Kang, 2020). The latter can be affirmed in a study
conducted by Pappas & Glyptou (2021) that utilised online surveys. The study showed that the
COVID-19 influenced visitors’ housing preferences, resulting in vacation rentals over ordinary
hotel rooms. Zhang et al.(2021) also noted a similar trend to those documented by Pappas &
Glyptou (2021), where the COVID-19 had a large impact on the shared housing marketing a
review that utilised several databases. Sharma et al.(2021) linked reduced hotel visits to the
reduction in household and business-related travel. Unlike in Sharma et al.(2021), assertions
where business travels caused hotel visits, a semi-structured interview study conducted by Rawal
et al.(2020) highlighted safety issues as the significant cause of reduction in hotel customers.
However, Zhang et al. (2021) conflicted with the latter by outlining contactless arrangements
related to checkouts via hotel apps and emails as the major causes that resulted in a reduction in
hotel visits. Therefore, people’s perceptions have shifted due to the pandemic, which is
influencing their purchasing decisions and hotel visits.
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2.3.2 Increased Cost of Hotel Maintenance and Modification
As a result of technological improvements, the hotel industry faces new challenges,
including cleanliness, hygiene, and safety problems as maintenance approaches (Pillai et al.,
2021). The hotel industry will not return to pre-COVID-19 levels until 2023 due to the
maintenance costs and modifications required for their operation (Krishnan et al.,2020; Great
China Report, 2021; Shi & Chan, 2020). The outbreak considerably impacted hotel occupancy
rates during the pandemic, suggesting significant changes in hotel occupancy in China. This
reduction in occupancy rates is particularly attributed to high maintenance rates and high hygiene
demands (Gandhi & Dube, 2021) ( Figure 3.2). The World Tourism Organization (2020) report
corroborate findings by Krishnan et al. (2020), noting that the tourism industry is undergoing a
catastrophic slump, which requires high maintenance of social distancing and hotel hygiene. The
WTO (2020) also affirmed the latter by outlining that such maintenance costs could make it
impossible to reintroduce capacity and infrastructure into the tourism supply chain following
their loss. The latter is especially true for economies that are more vulnerable, such as those in
lower-income groups. Therefore, maintenance costs and modification of hotel operations
continue to impact the luxurious hotel after the COVI-19 pandemic.
The health issue has had an enormous impact on China’s hotel industry, which was
among the first to suffer, according to an interview study conducted by Zhang et al. (2020). Shin
et al. (2021) contradicted the findings reported by Zhang et al. (2021) by highlighting the
cancellation of vacation plans and hotel reservations as factors that jeopardised hotel staff’
employment and financial stability. Zhang et al. (2020) also brought in the aspect of increased
demand for hotel renovation projects to have been halted due to labour and financial constraints,
impeding the growth of local hotel chains, conflicting the previous report’s reasons for hotel
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modification changes. Therefore, the value of hotel stock has plummeted considerably,
suggesting that the outbreak caused havoc on the market and profitability of the hotel business.
Figure 3.2: Estimated occupancy rates in the hotels’ sector in China, Canada and the US between
2019-2020 (Gandhi & Dube, 2021).
2.3.3 Adjusting to Post Pandemic Restrictions
Technology also played a role in providing services to customers, which forms an
adjustment strategy for hotels to the COVID-19 repercussions (Gursoy & Chi, 2020). The
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lockdown imposed by the Chinese government altered the way businesses in the hospitality
industry function, as new norms and COVID-19 requirements such as maintaining proper
hygiene and social distance limited the number of visitors that could be hosted in such
establishments (Breier et al.,2020). Milovanovic (2021) concurs with Breier et al. (2020) by
establishing that COVID-19 disruptions adversely impacted demand for hotel services and,
consequently, the financial stability of hotels. However, despite the mentioned effects, adjusting
to the effects of the pandemic requires varied strategies (Gössling et al.,2020). According to a
semi-structured interview qualitative study conducted by Kaushal and Srivastava (2021),
numerous hotels accommodated confined individuals and displaced medical personnel caring for
COVID patients. In light of the latter, Jiang & Wen (2020) and Wong et al. (2020) posit that
hotels now have a new responsibility to meet their guests’ emotional and physical requirements
and medical personnel who care for the COVID-19 patients. According to Jung et al.(2021), the
number of hotel employees decreased significantly while the number of staff placed on leave
increased significantly. Wang et al. (2015) affirmed the latter by noting that COVID-19 was a
substantial source of workplace stress due to its direct impact on job instability and employee
fear of infection. Therefore, such aspects must be considered as they form vital challenges
brought by the COVID-19 towards the hotel sector.
The amount payable to hotels also affects the hotel admission rates post-pandemic and
during the pandemic. According to a preliminary study, one-third of restaurant customers and a
fourth of hotel visitors are willing to pay more for enhanced protection (Zhang et al.,2020). In
addition to the latter, Gursoy et al. (2020) noted that visitors would foot the bill for additional
safety and sanitary procedures, as customers have come to expect them from hospitality
establishments. Jiang and Wen (2020) note that each of the safety precautions mentioned by
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Gursoy et al. (2020) were necessary and must be addressed and considered for customers willing
to pay for hotel costs. Moreover, Sarwari and Huq (2021) agree with Gursoy et al. (2020) that
without safety precautions, the hotels would not conform to customers’ demands in light of the
changes that hotels encountered as a result of the COVID-19 pandemic. These findings suggest
that in addition to travel bans and lockdowns, the hospitality industry changes are expected to
suffer losses due to social isolation and social alienation
2.3 Post-Pandemic Recovery
2.3.1 Hotel Innovation Strategies as a Recovery Model
The third section discusses post-pandemic recovery, including stakeholder participation
and the impact of policy on recovery. The global increase in COVID -19 occurrences has
demonstrated the financial impact on lodging facilities. The listing of numerous hotel chains has
eroded Real Estate Investment Trust shareholder (REIT) confidence, and REITs cannot pay
dividends because real estate components have been severely impacted (Krishnan et al., 2020).
Because of the operational challenges, now is an excellent time to purchase distressed hotel
assets as recovery strategies (Schaffer, 2020). Moreover, Cendyn (2020) highlighted various
strategies, including asset purchase by targeting visitors as a recovery modality for these hotels,
as demonstrated in Figure 3.3. Gursoy & Chi (2020) agree with the report documented by
Krishnan et al. (2020) by suggesting the involvement of investors in the hotel sector as a
mechanism of purchasing the hotel assets for recovery ability. As a result of the latter, Dai et al.(
2020) posit that luxury hotels are not always the first choice for restoring existing assets and
should be considered the first choice to recover the hotel sector post-pandemic.
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Figure 3.3: Recovery strategy for the China hotels, which entails a variety of strategies such as
creating awareness, investments, purchasing of assets and technological adoption (Cendyn,
2020).
For health and financial reasons, hotels have advised several departments (such as
reservations, accounting, and human resources) to allow employees to work from home during
the epidemic. This preference has, it turns out, persisted even after the pandemic (Kaushal &
Srivastova, 2020). As a result of the outbreak and subsequent investigations, hotels have
expanded their investments in technological systems, tools, and apps. According to Zeng et al.
(2020), robots are frequently used in the hospitality industry to do tasks such as moving luggage,
greeting guests, and cleaning rooms. Hao et al. (2020) contribute to the latter by highlighting
hotel sectors expectations to experience a digital shift that would see very high recovery rates. In
the authors’ opinion, a wide range of technologies, including personal control devices and mobile
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payment systems, will become more commonplace shortly (Hao, Xiao, & Chon, 2020). Sam et
al.(2020)agree with assertions made by Zeng et al. (2020) and Hao et al. (2020) by suggesting
the introduction of robot-technology hotels to labour-intensive hotels during COVID-19 to act as
recovery models for the industry. Tourism and hospitality businesses are now employing a wide
range of service robots with varying technical levels due to recent advances in artificial
intelligence and robotics (Adim et al.,2020; Enger et al.,2020). Even though there were
significant reductions in hotel visits, the employment of hotels as quarantine centres also
attracted several customers creating income (Teng et al., 2021; Jones & Comfort, 2020). The
latter indicates the role of technology in hotel recovery post-pandemic.
Technology adoption would propel the recovery process more rapidly. While the Chinese
hotel business appears to be on the mend for the long term, there are still roadblocks to overcome
(Hu et al.,2021). Several groups predicted that the hotel would do well in 2020, and they were
not wrong. Zhang et al. (2020) indicated that if the pandemic recurs in China, the OCC will fall
to around 3.5% in 2020. Nevertheless, the reduction could reach 5.5% upon technology adoption.
However, according to the China Hospitality Association (2020), OCC would see sales fall by
41.5% year on year in the second quarter of 2020, resulting in a revenue loss of 40 billion Yuan.
There will be a flurry of trade shows and business meetings in the third quarter of 2020 when
people return from the summer holidays. The latter suggests the role of technology adoption in
the recovery of China’s hotel sector post-pandemic.
2.3.2 Role of Government in Recovery
Governments at all levels must act quickly and collaboratively to mitigate the damage
they cause and aid the economy’s recovery post-pandemic (OECD, 2020). In the light of the
report by the OECD (2020), Teng et al.(2020) add that the COVID-19 pandemic caused the hotel
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industry to gain a unique opportunity to demonstrate its commitment to social responsibility. The
COVID-19 pandemic has therefore caused the hotel industry and government to demonstrate its
corporate social responsibility in public health by opening quarantine hotels. In this regard,
Krishnan et al. (2021) note that investors are pessimistic and putting significant investment in the
hotel sector as a recovery approach following the government’s directive. Singh & Kaushik
(2020) affirm the latter by highlighting that the government is advising hotels to take great care
to appeal to their guests, from gaining access to the food delivery area to offering work-and-stay
packages and publicising low rates to arranging simulated events. In response to the pandemic,
several hotels have already implemented a variety of adjustments as directed by the government,
such as cancellation rules, among other things (Shin & Kang, 2020; Sharma et al., 2020; Singh,
2020). Therefore, the government demonstrates key efforts to recover the hotel sector despite the
impacts caused by the COVID-19 pandemic. A description of the role of the government and the
key impacts of the pandemic have been highlighted in Appendix A, indicating a summary of how
such aspects impact China’s hotel industry and its recovery.
2.3.2 Technological Advances for Hotel Industry Recovery in China
Companies are expected to adopt substantial modifications to their activities and enhance
customer willingness to utilise their services (Gursoy & Chi, 2020). According to several clients,
in order to reduce the time people spend interacting with people in the pandemic, the
employment of technologies to provide services is vital (Gursoy et al., 2020). Since they keep
guests socially isolated while delivering a safe and hygienic service, self-service kiosk check-in
machines and fully automated hotel check-in systems (such as mobile keys) have grown in
popularity recently (Shin & Kang, 2020; Zhao et al., 2020). Many prominent hotels, such as
Marriott International, Hilton, and Hyatt 4, use new or improved technology (such as cleaning
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robots, electrostatic sprayers, and other similar equipment) to improve disinfection and hygiene
in their facilities (Garcia, 2020). According to Shin & Kang (2020), little steps to limit visitor
encounters and improve cleanliness have a positive impact on hotel booking intentions during
pandemics. Furthermore, due to the pandemic, hotels have made significant organisational
changes (Gursoy et al., 2020). Rather than focusing on new products or processes, organisational
innovations try to save costs and improve human resource management methods utilised by
hotels throughout the outbreak (Kilgore, 2020). Many hotel companies adopt cost-cutting
strategies such as layoffs and decreased remuneration to maintain their liquidity (Chaturvedi,
2020). Guillet & Tasci (2021) introduced the concept of co-branding as a model for hotel
industry recovery following the COVID-19 pandemic. Horwath HTL (2020) report highlights
that investors are conquering building projects that would renovate, reposition and improve the
hotel sector in China to restore it to its prime positions. Horwath HTL (2021) also highlighted
that domestic FIT was the strongest recovery approach for the diminished Chinese hotels. Such
approaches are key to the recovery of the hotel sector in China and should be integrated into the
recovery strategies for the industry.
2.5 Research Gaps
Several theories are employed to understand research objectives, such as the grounded
theory, inductive theory, importance-performance analysis (IPA), and the nascent theory. In the
hospitality business, IPA, the grounded theory and the inductive theory are now commonly used.
Before the pandemic, China’s hotel industry was prospering, boasting the world’s largest hotels
(Lai & Hitchcock, 2015). However, there has been little research into how the hotel sector in
China progressed before, during, and after the COVID-19 pandemic, which needs to be clarified.
Similarly, much research has been conducted on the issues associated with the pandemic.
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Nonetheless, a detailed examination of how these issues arose and how each of the challenges
impacted the hotel business is lacking and, as a result, needs to be clarified. Effective crisis
management solutions are becoming vital during the pandemic, as crisis management
methodologies supporting industrial needs evolve (Lai & Wong, 2020). The demand-driven
pricing hypothesis underpins revenue management, but in practice, due to the COVID-19
pandemic’s low demand, marketing strategies and business analytics are more important (Denizci
Guillet & Chu, 2021). Few articles have been written on the issue regarding the post-pandemic
recovery modalities, indicating a research need. The latter was identified as a result of the limited
investigation, which requires further investigation, thus, forming the research gap of the current
study.
2.6 Chapter Summary
This chapter provides a synthesis of the comprehensive literature review conducted for
this study, demonstrating the role of the COVID-19 pandemic on China’s hotel sectors, the
challenges the industry faced during the pandemic, and recovery models for the hotel industry
following the COVID-19 pandemic.
As a consequence of our study project, we hope to learn more about the hospitality
industry’s post-pandemic recovery, notably in China’s luxury hotel sector, and how the two issues
overlap. The hotel industry in China improved in performance and hotel visits after the COVID19 pandemic (Shin & Kang, 2020). In order to find trends in a large amount of data, the
researchers used semi-structured interviews. Theories can help fill in knowledge gaps about
luxury hotel recovery in China after the pandemic. One of the study’s main contributions is to
help the hotel industry recover from the outbreak by recommending several ways to help.
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The themes highlighted are similar to those reported in the hospitality and hotel business
during the pandemic, and they include post-pandemic profit losses, issues linked to hotel
management, and enhanced methods as recovery models for hotels. Tables 2.1 and 2.2
summarise the main points raised in the literature review based on the specified topics (Author,
2021).
Table 2.1: Sources of data that influenced China’s hotel sector and the challenges caused by
these sources (Author, 2021).
Influencing Factors
Data Sources
Internal
Challenges
Social media
Limited strategies for recovery
External
COVID-19
Customers data
Hotel management
Records of hotels
amid the pandemic
visits from the
models of hotels
hotels
Hotel consumer’s
Qualitative data
Government
Restrictions imposed by the
preferences
from studies
media sites
government affecting hotel
sustainability
Best recovery
Financial records
models
from hotels
Hotel
underperformance
Decreased hotel
visits
Public views
Limited hotel visits
Hotel workers
Tourism
Change in customer preferences
and staff
journals and
for hotel services
responses
websites
Delivery records
International
Modification by hotels towards
hotel records
accommodating new rules
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Table 2.2: Enablers, challenges and benefits of the hotel sectors recovery strategies amid
COVID-19 effects (Author, 2021).
Key Success Factors
Benefits
Challenges
COVID-19
Customers data
Integrating hotel
Increased profitability
Poor strategic planning and installation
recovery strategies post-
and recovery
could cause failure
Adapting to the new
Improves customer
Some demands may be challenging to
Hotel consumer’s
admission and meet’s
implement
preferences
their demand
Adjusting to guidelines
Reduces the risk of
Some restrictions and guidelines are strict
set by the health
disease contraction and
in that they affect the industry
protocols regarding the
enhances customer
substantially.
COVID-19 pandemic
safety, hence, attract
pandemic
more customers
Involving stakeholders
Enhances proper
and customers in
decision making to suit
decision making
people’s needs
regarding hotel activities
post-pandemic
Some decisions may be too demanding
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31
Appendices
Appendix A: Literature Review Table
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Adim, C. V.,
Technological
Secondary
Finance and
Technology adoption
Amadi, A.F.S.,
adoption and
methodology
Management
was a remedy post-
& Konya, K. T.
innovation in
qualitative
pandemic owing to its
(2020).
Hotels
literature
accelerated influence
review
on service delivery
while ensuring social
distancing and
hygiene, unlike when
humans are involved.
Arabadzhyan,
Prices of hotels and
Secondary
Tourism
Hotel prices
A., Figini, P., &
risk premium
methodology
Research
significantly rose
Zirulia, L.
qualitative
amid the COVID-19
(2021).
Case study
pandemic due to the
modifications and
high maintenance
costs.
Baum, T. &
COVID-19 Impact
Secondary
Hospitality
COVID-19 greatly
POST PANDEMIC HOSPITALITY RECOVERY
Hai, T.N.
on Hotels
(2020).
methodology
32
management
impacted the tourism
qualitative
industry, tourism and
literature
human rights by
review
affecting the
occupancy levels in
the hotel and
international travel
schedules
Breier, M.,
Business innovation
Kallmuenzer,
role on hospitality
Secondary
A., Clauss, T.,
industry during the
methodology
the tourism industry,
Gast, J., Kraus,
pandemic
qualitative
such as the
Case study
employment of
S., & Tiberius,
Hospitality
Innovative business
management
strategies can reform
V. (2021).
technology and
adopting certain
measures.
Bhuiyan, M. A.
Sustainable tourism
Secondary
Hospitality
Tourism can be
H., Hassan, S.,
in the pandemic
methodology
management
developed to sustain
Darda, M. A., &
qualitative
the pandemic’s
Habib, M. W.
literature
impacts due to the
(2020).
review
pandemic’s effects on
the industry.
Brouder
Tourism
Secondary
Tourism and
The COVID-19
POST PANDEMIC HOSPITALITY RECOVERY
P.(2020).
33
transformation
methodology
Environment pandemic greatly
amid COVID-19
qualitative
impacted tourism in
pandemic
literature
that travel and
review
accommodation was
affected.
Cendyn, A.
Hotel recovery
Secondary
Tourism and
Several strategies,
(2020).
strategies
methodology
Hospitality
including technology
qualitative
adoption, could result
literature
in hotel recovery.
review
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Chaturvedi, A.
Effects of the
Secondary
Hospitality
The pandemic greatly
(2020)
pandemic on hotel
methodology
impacted hotels’
workers
qualitative
financial capacity
literature
causing pay cuts due
review
to low occupancy and
high maintenance
costs.
China
Impact of the
Secondary
Hospitality
The pandemic greatly
Hospitality
pandemic on
methodology
and tourism
impacted hotels’
Association
lodging
qualitative
financial capacity and
POST PANDEMIC HOSPITALITY RECOVERY
(2020).
34
literature
the lodging industry
review
due to low occupancy
and hospital visits.
Dai, J. (2020).
China investment
Secondary
Hospitality
China has invested
in the hotel
methodology
and tourism
greatly in the Hotel
industry
qualitative
industry, with much
literature
of the capital
review
investment directed
towards hotel
innovation.
Demir, M.,
Impact of the
A qualitative
Demir, Ş. Ş.,
pandemic on hotels study
Dalgiç, A., &
involving
Ergen, F. D.
Interview
Tourism,
The impact of the
research and
pandemic on hotels
theory
was immense in that
occupancy rates and
(2021).
hotel accommodation
rates decreased.
Denizci Guillet,
Revenue
A qualitative
Hospitality
Revenue
B., & Chu, A.
management of
study
Management
management ranged
M. C. (2021).
hotels during
involving a
from pricing
COVID-19
Semi-
strategies to
structured
modelling demand.
interview
Authors
Context
Methods
Discipline
Key Empirical
POST PANDEMIC HOSPITALITY RECOVERY
35
Contribution
Crawford, M. A.
China’s hotel
Secondary
Hospitality
Management
(2021).
development
methodology
strategies to increase
qualitative
revenue are diverse
literature
post-pandemic,
review
which ensures a
greater recovery of
the industry.
Enger, W.,
China travel
Secondary
Logistics and
The travel restart can
Saxon, S., Suo,
restarts post-
methodology
Infrastructure
result in a major
P., & Yu, J.
COVID-19
qualitative
boost to the tourism
(2020).
pandemic.
literature
industry due to
review
enhanced hotel visits
and tourism
attractions.
Gallen S.
Tourism business
Secondary
Tourism and
Businesses responded
AIEST (2020).
responses post-
methodology
economics
by putting measures
pandemic
qualitative
to restore the
literature
industry, such as
review
improving assets and
accommodating new
COVID-19 measures
to suit customers’
POST PANDEMIC HOSPITALITY RECOVERY
36
interests.
Gandhi, A., &
Hospitality based
Secondary
Hospitality
The high technology-
Dube, L..
high technology
methodology
management
based hospitality
(2021).
resilience
qualitative
sector recovered
literature
based on system
review
convergence.
Garcia, I.
New hotel
Secondary
Hospitality
New cleaning
(2020).
Cleaning Protocols
methodology
protocols have been
qualitative
enacted to manage
literature
the pandemic, such as
review
the use of robotics
and high-level
disinfection.
Goh, E., &
Interception of
Secondary
Hospitality
Many jobs were
Baum, T.
jobs during the
methodology
Management
intercepted amid the
(2021).
COVID-19
qualitative
COVID-19 pandemic
pandemic
literature
due to high
review
maintenance costs
and low hotel visits.
Gil A., M.J.,
Cessation of
Secondary
Hospitality
Luxury hotels ceased
&Yan W.
Luxury hotels
methodology
and Tourism
pose pandemic owing
(2013).
qualitative
to the negative
literature
impact of the
POST PANDEMIC HOSPITALITY RECOVERY
37
review
pandemic.
Gössling, S.,
Global tourism
Secondary
Scott, D., &
change post-
methodology
changed post-
Hall, C. M.
pandemic
qualitative
pandemic in that
literature
travel rates and
review
accommodation was
(2020).
Tourism
Global tourism
impacted.
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Goh,
Jobs and hotel
A qualitative
Hospitality
Jobs in hotels
E.andBaum,
management in
study
and tourism
reduced in pandemic
T.(2021).
pandemic
involving
due to lay off and pay
Interviews
cuts
Gursoy, D., &
Current hospitality
Secondary
Hospitality
The hospitality
Chi, C. G.
situations
methodology
and tourism
industry experienced
(2020).
qualitative
major changes post-
literature
pandemic, such as
review
introducing new
measures to curb the
virus.
Hadi D. M.,
Tourism film’s
Secondary
Tourism
The tourism industry
Katircioglu S.,
vulnerability to
methodology
was affected by
& Adaoglu C.
terrorist attacks
qualitative
terrorism, which
POST PANDEMIC HOSPITALITY RECOVERY
(2020).
38
Case study
greatly impacted
hotel visits.
Hale, T., A.
Government
Secondary
Hospitality
Petherick, T.
responses
methodology
and
Phillips, and S.
variations towards
qualitative
Management
Webster.
COVID-19
literature
pandemic, with some
review
heavy posing
(2020).
Several governments
showed varied
responses towards the
restrictions while
other posing minor
restrictions.
Hao, F., Xiao,
China’s hotel
Secondary
Hospitality
Changes occurred in
Q., & Chon, K.
industry
methodology
and tourism
China’s hotel industry
(2020).
qualitative
post-pandemic.
literature
review
Horwath HTL.
Pandemic impact
Secondary
Hospitality
The pandemic
(2021).
on hotels
methodology
and tourism
affected the hotel
qualitative
sector significantly
literature
by affecting hotel
review
attendance alongside
measures to be
enacted to curb the
virus.
POST PANDEMIC HOSPITALITY RECOVERY
Hu, X., Ma, X.,
Pandemic impact
Ren, L.,& Chen, on hotels
P.(2021).
39
Secondary
Hospitality
The pandemic
methodology
and tourism
affected the hotel
qualitative
sector significantly
literature
buy affecting the
review
tourism industry and
travel rates.
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Hu, X., Flahault, Pandemic impact
Secondary
Hospitality
Pandemic had a great
A., Temerev,
and Chinese
methodology
and tourism
impact and Chinese
A., &
government’s role
qualitative
government’s took a
Rozanova, L.
literature
major role
(2021).
review
Inoue, A.,
Pandemic impact
A qualitative
Hospitality
Pandemic had an
Kawakami, N.,
on hotels and jobs
study
and tourism
impact on hotels and
Eguchi, H.,
involving
jobs owing to the
Tsutsumi, A.
Interviews
introduction of
(2018).
restrictions.
Jiang, Y., Wen,
Pandemic impact
Secondary
Hospitality
Pandemic had an
J. (2020).
on hotels
methodology
and tourism
impact on hotels and
qualitative
jobs due to lay off
literature
and pay cuts.
review
POST PANDEMIC HOSPITALITY RECOVERY
40
Jones, P., &
Pandemic impact
Secondary
Hospitality
Pandemic impacted
Comfort, D.
on hotels
methodology
and tourism
hotels and jobs due to
(2020).
Authors
Context
qualitative
new measures that
literature
had to be put in
review
place.
Methods
Discipline
Key Empirical
Contribution
Jung, H. S.,
The effects of job
Secondary
Hospitality
Pandemic had an
Jung, Y. S.,
insecurity on the
methodology
and tourism
impact on job
Yoon, H. H.
job engagement
qualitative
security due to
literature
layoffs.
(2021).
review
Kaushal, V.,
Pandemic impact
A qualitative
Hospitality
Pandemic had an
Srivastava, S.
on hotels
study
and tourism
impact on hotels,
(2021).
involving
particularly from the
Interview
Indian perspective, a
need for innovation.
Khan, K.I.
Pandemic
A qualitative
Hospitality
Pandemic had an
Niazi, A. Nasir,
impacted the
study
and tourism
impact on hotels and
A. Hussain, M.
hospitality
involving a
jobs, causing a need
and Khan, M.I
industry.
Survey
for innovation
Pandemic impact
Secondary
(2021).
Kilgore, T.
Hospitality
Pandemic had an
POST PANDEMIC HOSPITALITY RECOVERY
(2020).
on hotels and jobs
methodology
41
and tourism
qualitative
impact on hotels and
jobs
literature
review
Kizys R.,
Governments role
Secondary
Tourism and
Government
Tzouvanas P., & in restrictions
methodology
Hospitality
restrictions heavily
Donadelli M.
during COVID-19
qualitative
affected International
(2020).
pandemic
literature
stock markets.
review
Krishnan, V.,
COVID-19 effect
Secondary
Hospitality
Pandemic affected
Mann, R.,
on the hospitality
methodology
and tourism
the hospitality and
Seitzman, N., &
and tourism
qualitative
tourism sector to an
Wittkamp, N.
industry sector.
literature
extent where new
review
measures had to be
(2020).
introduced to recover
the industry.
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Kolb, S. M.
Grounded theory
Secondary
Education
Grounded theory and
(2012).
and constant
methodology
research and
constant comparative
comparative
qualitative
policy studies
methods were
method for
literature
effective for
educators
review
educators.
POST PANDEMIC HOSPITALITY RECOVERY
42
Lai, I. K. W., &
Importance of
A mixed-
Tourism
APA framework is
Hitchcock, M.
performance
method
management
vital for tourism
(2015).
tourism analysis
involving
analysis
Experimental
surveys
Lai, I. K. W., &
Pandemic impact
Qualitative
Hospitality
Hotels tended to
Wong, J. W. C.
on hotels
Follow up in-
management
employe forced
(2020).
person
labour into unpaid
interviews
vacations
Liu, C. & Hung,
Preference for
A qualitative
Hospitality
Hotels prefferd
K. (2021).
service technology
multilevel
management
serevice tehcbology
versus human staff
study
over huam staff
involving
Interviews
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Milovanović, V.
Pandemic impact
Secondary
(2021).
on hotels
methodology
impact on hotels and
qualitative
jobs, with technology
literature
paving ways for
review
recovery.
OECD. (2020).
Tourism
Pandemic had an
Rebuilding tourism Secondary
Hospitality
Rebuilding the
for the future
and tourism
tourism industry
methodology
POST PANDEMIC HOSPITALITY RECOVERY
43
following COVID-
qualitative
following the
19 policies,
literature
pandemic requires
recovery and
review
resilience and
responses
sustainability for the
future of the industry.
Pappas, N.,
Decision making
Qualitative
Hospitality
The pandemic
Glyptou, K.
towards
Comparative
management
changed individuals
(2021).
accommodation
analysis study
accommodation
during COVID-19
decision making,
in Greece
with most people
inclining towards
house based
accommodation.
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Pillai, S. G.,
Redefining hotel
Qualitative
Hospitality
Hospitality
Haldorai, K.,
operations during
Case study
management
technology-enhanced
Seo, W. S., &
the COVID-19
hygiene and hotel
Kim, W. G.
pandemic
operations during the
(2021).
pandemic
Polemis, M. L.
Pandemic impact
Qualitative
Hospitality
National lockdown
(2021).
on hotel
methodology
and tourism
mitigated hotel
performance
involving
performance
POST PANDEMIC HOSPITALITY RECOVERY
44
Differences in
differences
methodology
PwC Advisory.
Responding to
Qualitative
COVID-19
Survey
Hospitality
Responses to
COVID-19 posed
pandemic
restrictions towards
the hotel industry
Rawal, Y. S.,
Hotel industry
Qualitative
Bioscience
Technology such as
Pal, S., Bagchi,
situation amid
Interview
and
the Artificial industry
P., & Dani, R.
COVID-19
(2020).
pandemic
Ru H., Yang E.,
Global stock
Secondary
& Zou K .
markets and
methodology
the stock markets and
(2020)
COVID-19
qualitative
hotel industry
Biotechnology can help to revive the
hotel industry.
Hospitality
COVID-19 impacted
literature
review
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Sarwari, S.,
The manner in
Secondary
Hospitality
Luxury hotels
Huq, S., &
which the luxury
research
management
employ technology as
Minar, T. A.
industry deals with
methodology
a means of dealing
(2020).
the coronavirus
involving
with the COVID-`9
pandemic
Online review
pandemic.
POST PANDEMIC HOSPITALITY RECOVERY
45
Schaffer, S.
Distressed hotels
Secondary
Hospitality
Distressed luxury
(2020).
and the rising
methodology
and tourism
hotels could rise
investment
qualitative
drastically based on
literature
new strategies to
review
cope up with the
COVID-19
pandemic.
Sharma, A.,
Performance and
Secondary
Tourism
Innovation of hotels
Shin, H., Santa-
innovation during
methodology
research
improves their
María, M. J., &
COVID-19
qualitative
performance during
Nicolau, J. L.
literature
the pandemic
(2021).
review
Shin, H., &
Reduction of
Quantitative
Hospitality
Technology
Kang, J. (2020).
health risks to
Experimental
management
innovation, hygiene
attract customers
study
and social distancing
in hotels
improved customer
attraction to hotels
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Shin, H.,
Hotel CSR impact
Quantitative
Tourism
Good strategic
Sharma, A.,
on hotel
Experimental
management
philanthropy
Nicolau, J. L., &
performance and
Kang, J. (2021).
booking behaviour
studies
improved hotel
performance.
POST PANDEMIC HOSPITALITY RECOVERY
46
Sigala, M.
Impacts of
Secondary
Business
Resetting and
(2020).
resetting and
methodology
research
advancing research
advancing research
qualitative
improves tourism
in tourism during
literature
during the COVID-
the pandemic
review
19 pandemic.
Singh, V.
Hotel marketing
Secondary
Hospitality
Hotels could be
(2020).
strategies during
methodology
and tourism
marketed using
COVID-19 in New
qualitative
technological
Delhi
literature
advancements to
review
boots their
performance postpandemic
STR. (2021).
Hotel performance
Secondary
Hospitality
Hotel performance
following the
methodology
management
increased in mainland
pandemic in China
qualitative
China after the
literature
pandemic
review
Tellingly, S .
Impact COVID-19
Qualitative
Tourism and
Companies didn’t
(202 1 ).
on supply chains
Semi-
Geosites
face challenges when
structured
supplying food
interviews
Authors
Context
Methods
Discipline
Key Empirical
Contribution
POST PANDEMIC HOSPITALITY RECOVERY
47
Teng, X., Teng,
Corporate Social
Secondary
Public health
Cooperate social
Y.-M., Wu, K.-
Responsibility in
methodology
responsibility plays a
S., & Chang, B.- public health
qualitative
vital role in workers
G. (2021).
during the corona-
literature
health in hotels
virus pandemic
review
Tussyadiah, L.
Technology in
Secondary
Tourism
Technology and
(2020).
hotels, including
methodology
research
artificial intelligence
automation and
qualitative
improve hotels
artificial
literature
operations post-
intelligence and its
review
pandemic
effect on tourism
UNWTO.
Tourism state post- Secondary
Hospitality
Tourism declined
(2020).
pandemic due to
methodology
and tourism
significantly post-
falling in tourism
qualitative
pandemic by 60-80%
numbers
literature
in 2020
review
Valle A.S.D.
The tourism
Secondary
Hospitality
COVID-19 caused a
(2020).
industry and
methodology
management
major shift in the
COVID-19 impact
qualitative
tourism industry
proposals
literature
operation, causing
review
losses
Yang, F. X., Li,
China luxury
Qualitative
Hospitality
Taste and brand
X., Lau, V. M.-
hotels and 020
study Analysis
management
credibility were latent
POST PANDEMIC HOSPITALITY RECOVERY
48
C., & Zhu, V. Z. food delivery
of customer
factors due to 020
(2021).
reviews
platform integration
platforms during
the pandemic crisis
Authors
Context
during the pandemic.
Methods
Discipline
Key Empirical
Contribution
Wang, H.J., Lu,
Job performance
Qualitative 2-
Applied
Employees received a
C.Q., Siu, O.l.
and job insecurity
wave data
psychology
low level of
(2015).
Interview
organisational justice.
Wong, A.K.F.,
Impact COVID-19
Quantitative
Hospitality
Findings revealed
Kim, S., Kim,
on hotel employee
paired t-test
management
key stressors to
J., Han, H.
stress
and structural
employees in hotels
equations
amid COVID-
(2021).
pandemic
WTO. (2020).
Wu, W (2020).
Trade set and
Qualitative
COVID-19 effects
Case analysis
Hospitality
Trade plunged during
the COVID-19
on the global
pandemic upending
economy
the global economy
Hotel large scale
Secondary
Hospitality
Brand output post-
brand output post-
methodology
management
pandemic increased
pandemic
qualitative
in large scale hotels.
literature
review
Zemke, D.,
Hotel cleanness
Secondary
Hospitality
Level of hotel
POST PANDEMIC HOSPITALITY RECOVERY
49
Neal, J.,
importance amid
methodology
Shoemaker, S.
the pandemic
qualitative
disinfection as key to
and Kirsch, K.
literature
customer attraction
(2015).
review
Authors
Context
Methods
management
Discipline
cleanliness and
Key Empirical
Contribution
Zeng, Z., Chen,
Robotics adoption
Qualitative
Tourism
High technology
P. J., & Lew, A.
by hotels during
Survey
geographies
utilisation such as
A. (2020).
the COVID-19
robotics increased
pandemic
post-pandemic
improving
performance.
Zhang, C., Cui,
Chinas response to
Secondary
Hospitality
The pandemic
R., Xu, C., &
pandemic and
methodology
and tourism
affected hotel
Wang, J. (2020). impact of the
qualitative
performance in
pandemic on the
literature
China.
hotel industry
review
Zhang, M.,
Accommodation
Qualitative
Hospitality
COVID-19 was
Geng, R.,
hosts in China in
Multi case
management
found to be an
Huang, Y., Ren,
response to the
study
S. (2021).
accelerator of the
pandemic
PSP industry.
Zhang, J., Xie,
Chinas response to
Qualitative
Hospitality
The government took
C., Wang, J.,
pandemic
Interviews
management
a major role in
POST PANDEMIC HOSPITALITY RECOVERY
50
Morrison, A.
mitigating the
and Coca-
pandemic to save the
Stefaniak, A.
hotel industry.
(2020).
Authors
Context
Methods
Discipline
Key Empirical
Contribution
Zhao, Y.,
Chinas public
A qualitative
Medical
Social media can be a
Cheng, S., Yu,
attention to the
study
Internet
measure of public
X., & Xu, H.
COVID-19
involving Sina
research
attention towards
(2020).
pandemic
Microblog Hot
public health
search
emergencies.
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