Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry
Purpose: This paper aims to provide insights into service innovation (SI) during the COVID-19 crisis and its potential impact on tourism development in the medium-to-long term. The pandemic had a devastating effect on the industry, requiring immediate mitigation. It is yet to fully establish the imp...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Emerald
2024
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| Online Access: | http://psasir.upm.edu.my/id/eprint/117581/ http://psasir.upm.edu.my/id/eprint/117581/1/117581.pdf |
| _version_ | 1848867288306941952 |
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| author | Ramachandran, Sridar Ugokwe, Chizoba Kingsley Latiff, Khairunnisak Ibrahim, Mohd Romzee |
| author_facet | Ramachandran, Sridar Ugokwe, Chizoba Kingsley Latiff, Khairunnisak Ibrahim, Mohd Romzee |
| author_sort | Ramachandran, Sridar |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Purpose: This paper aims to provide insights into service innovation (SI) during the COVID-19 crisis and its potential impact on tourism development in the medium-to-long term. The pandemic had a devastating effect on the industry, requiring immediate mitigation. It is yet to fully establish the impact of SI in the face of the COVID-19 volatility, uncertainty, complexity and ambiguity (VUCA). This study discusses the potential link between SI and COVID-19 crisis mitigation and offers recommendations for tourism recovery. Design/methodology/approach: This paper synthesizes empirical evidence on post-crisis tourism SI using a theory-based general literature review approach. Findings: COVID-19 crisis spun various forms of SI, which emerged as a conventional solution to crisis prevention, encompassing the management of crisis-time competitiveness, revenue deficits and risk perception. However, resistance to innovative services is linked to situational conditions. Research limitations/implications: COVID-19 is an unprecedented crisis. Therefore, this study serves as a primer for further inquiry into SI. For instance, areas such as governance in tourism innovation and consumers' inclination toward innovation-driven services are underexplored. Practical implications: SI acts as a situational facilitator, but its characteristics can impede or facilitate adoption. Moreover, the irrelevance of innovations in some environments is evidenced. Thus, practitioners must adopt a responsive learning approach in SI adoption. To mitigate the COVID-19 impacts, reconfiguration in SI, recovery marketing strategy, knowledge gap and governance will be critical interventions. Originality/value: This paper is one of the first comprehensive discussions on the potential role of SI in mitigating the impact of COVID-19 on the THI. © 2024, Sridar Ramachandran, Chizoba Kingsley Ugokwe, Khairunnisak Latiff and Mohd Romzee Ibrahim. |
| first_indexed | 2025-11-15T14:34:07Z |
| format | Article |
| id | upm-117581 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T14:34:07Z |
| publishDate | 2024 |
| publisher | Emerald |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1175812025-05-30T02:28:55Z http://psasir.upm.edu.my/id/eprint/117581/ Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry Ramachandran, Sridar Ugokwe, Chizoba Kingsley Latiff, Khairunnisak Ibrahim, Mohd Romzee Purpose: This paper aims to provide insights into service innovation (SI) during the COVID-19 crisis and its potential impact on tourism development in the medium-to-long term. The pandemic had a devastating effect on the industry, requiring immediate mitigation. It is yet to fully establish the impact of SI in the face of the COVID-19 volatility, uncertainty, complexity and ambiguity (VUCA). This study discusses the potential link between SI and COVID-19 crisis mitigation and offers recommendations for tourism recovery. Design/methodology/approach: This paper synthesizes empirical evidence on post-crisis tourism SI using a theory-based general literature review approach. Findings: COVID-19 crisis spun various forms of SI, which emerged as a conventional solution to crisis prevention, encompassing the management of crisis-time competitiveness, revenue deficits and risk perception. However, resistance to innovative services is linked to situational conditions. Research limitations/implications: COVID-19 is an unprecedented crisis. Therefore, this study serves as a primer for further inquiry into SI. For instance, areas such as governance in tourism innovation and consumers' inclination toward innovation-driven services are underexplored. Practical implications: SI acts as a situational facilitator, but its characteristics can impede or facilitate adoption. Moreover, the irrelevance of innovations in some environments is evidenced. Thus, practitioners must adopt a responsive learning approach in SI adoption. To mitigate the COVID-19 impacts, reconfiguration in SI, recovery marketing strategy, knowledge gap and governance will be critical interventions. Originality/value: This paper is one of the first comprehensive discussions on the potential role of SI in mitigating the impact of COVID-19 on the THI. © 2024, Sridar Ramachandran, Chizoba Kingsley Ugokwe, Khairunnisak Latiff and Mohd Romzee Ibrahim. Emerald 2024 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/117581/1/117581.pdf Ramachandran, Sridar and Ugokwe, Chizoba Kingsley and Latiff, Khairunnisak and Ibrahim, Mohd Romzee (2024) Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry. Journal of Tourism Futures. pp. 1-36. ISSN 2055-5911 https://www.emerald.com/insight/content/doi/10.1108/jtf-10-2023-0221/full/html 10.1108/jtf-10-2023-0221 |
| spellingShingle | Ramachandran, Sridar Ugokwe, Chizoba Kingsley Latiff, Khairunnisak Ibrahim, Mohd Romzee Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry |
| title | Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry |
| title_full | Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry |
| title_fullStr | Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry |
| title_full_unstemmed | Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry |
| title_short | Continued innovation beyond COVID-19 crisis: toward mitigating the challenges in the tourism and hospitality industry |
| title_sort | continued innovation beyond covid-19 crisis: toward mitigating the challenges in the tourism and hospitality industry |
| url | http://psasir.upm.edu.my/id/eprint/117581/ http://psasir.upm.edu.my/id/eprint/117581/ http://psasir.upm.edu.my/id/eprint/117581/ http://psasir.upm.edu.my/id/eprint/117581/1/117581.pdf |