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While service failures and recoveries (SFR) constitute a well-explored research domain, such negative consumption experiences have been understudied in the luxury context. The current study undertakes a systematic review to capture current knowledge and stimulate research in this vital domain.

This study adopts a systematic literature review methodology and employs the Theory-Context-Characteristics-Methods (TCCM) framework.

Guiding theories, industry and national contexts, relevant constructs and their relationships, and research methods employed in studying SFR in luxury consumption are identified and synthesized.

A comparative analysis of the luxury SFR with broader extant knowledge is offered. Further, hospitality is revealed as the dominant context, meriting its emphasis.

The world is changing and key change agents include climate change and scarcity of resources. The purpose of this paper is to address how New Zealand and tourism could address the future and generate appropriate strategic responses.

Using the process of scenario analysis and drawing upon recent research from the www.tourism2050.com project, this paper describes the circumstances, drivers, economic consequences and key decisions that New Zealand would have to take in order to position itself as an eco paradise. The background to the scenario presumes overarching behaviours in a cooperative world in which resources are scarce.

The scenario portrays a future of collective individualism, where a high degree of personal freedom exists but within the constraints of a world in which there is a scarcity of resources. A communitarian ethos drives policy making with an emphasis on efficient resource use and waste minimisation. New Zealand is a nation favoured by climate change. Environmental intellectual property is one of the nation's key resources and in the spirit of achieving a global environmental equilibrium these technologies are shared with the rest of the world. Life is simple. Competitive individualism is equated with excess and resource waste, while cooperation, harmony, and the continuation of a global cooperative psyche are seen as the foundation stones of the continued, relatively comfortable survival of humanity. Tourism is a luxury and activities are environmentally ethical. Visitors are well‐off, purposeful, highly respectful and careful to prove their worth.

Eco paradise represents the classic tale of a prisoner's dilemma in which decision makers and consumers ponder the betterment of humankind against individualism. The scenario concludes with a strategic map of the core decisions New Zealand's tourism industry would have to take. The significance of the paper is its portrayal of a possible future to industry leaders, researchers and stakeholders thereby facilitating decision making in order to adapt to this future.

This study attempts to answer how values and holiday preferences were shaped by the pandemic, how travellers view the future of tourism and how they are willing to contribute to potential changes. Furthermore, it examines the impact of socio-structural background factors, basic values and holiday preferences, and pandemic-related factors on the views of post-pandemic tourism.

A longitudinal online survey was conducted in which 155 frequent travellers were interviewed both before and during the pandemic about their values and holiday preferences, attitudes towards travelling during the pandemic, and their prospective views regarding tourism.

The findings revealed that values remained rather stable, but nature experiences, heritage tourism and beach offers gained more relevance when it came to holiday preferences. Concerning travellers’ expectations of future tourism, environmental concern was ranked higher than economic profit. However, those striving for self-direction, stimulation and city tourism offers stated to be less willing to restrict their travel behaviour in the future.

Although our study is just based on a convenience sample, the authors were still able to address notable research gaps. First, because a longitudinal design was selected, it was possible to investigate any potential transitions in basic values and travel style and trace these changes back to the pandemic. Second, thanks to a sophisticated online survey, all concepts could be measured with well-developed scales, which increased the quality of the measurements and led to stable results. Third, young travellers can be considered proponents of future travel styles. Their way of acting and thinking about future tourism could significantly impact the prospective direction of tourism.

This study makes a valuable contribution to changing holiday preferences and provides useful insights for the tourism industry about travellers’ willingness to change their travel behaviour.

Since this study primarily considers human values and socio-structural factors, the findings are of particular interest from a sociological perspective and are also interpreted from this viewpoint.

This study is one of only a few longitudinal studies focusing on holiday preferences and shifting values during COVID-19 and attempting to detect crucial drivers of potential tourism transformations in terms of perceptions from the demand side.