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The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel’s customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT).

The SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique.

The empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention.

The use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered.

Theoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today’s competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer’s health protection, meets customer’s newly prompted expectations and needs and ensures resilience during unsettled times.

This study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.

It is evident that while new technologies are shifting the current dynamics of the marketplace, technological innovations and Industry 4.0 are influencing the marketing activities along with our perceptions and expectations. The effects of globalization, digitalization, and Internet on marketing activities and consumers are indisputable. Almost every person, society, organization, and even the government has experienced some sense of transformation as a result of the increased connectivity and interaction. Discussion of the current concepts, theories, the way they are used in understanding the technology adoption behavior, and their role in the transformation of the consumers in the digital age is necessary in order to understand the aforementioned changes happening in the marketplace. It is also essential to focus on the transformation of marketing applications caused by Industry 4.0 in order to better understand the consumer expectations, reactions, and behavior. Hence, this study aims to investigate how Industry 4.0 affected and transformed marketing and consumer behavior, by examining the recent technological innovations. In this chapter, the basic concepts related to technology and innovation adoption are explained, and the relationship between marketing and Industry 4.0 is discussed. After reviewing the recent technological innovations and their relation to consumer behavior, a general discussion is given.

The purpose of this paper is to synthesize the extant literature on green innovation (GI), and more importantly, to provide future directions for GI research from the innovation ecosystem (IE) perspective.

A systematic literature review is conducted to summarize the status of current GI research, followed by content analysis to identify connectivity and crossovers between key concepts in the bodies of GI and IE literature. Then, the authors propose a green innovation ecosystem (GIE) framework and offer recommendations for future research on GI.

It is evident that the bodies of GI and IE literature overlap on the roles of external actors, and yet, there is scant research investigating GI activities from the IE perspective. Moreover, there are multiple directions worthy of future research applying the proposed GIE framework.

Though the concept of ecosystem has become pervasive in innovation management research, this study is one of the first works to introduce IE concepts and propositions in the GI research context. This paper provides new knowledge on GIEs and sets the basis for further investigation.

Resilience is a fundamental component of healthcare supply chains, as the quality and endurance of human life are dependent on them. However, there are numerous resilience-building measures, and there is a need for prioritization of those strategies. This research study aims to prioritize resilience strategies for healthcare supply chains while considering the risks that most severe, probable to occur and have the lengthiest periods of recovery.

This research study has used multi-criteria decision-making (MCDM) techniques for analysis. Initially, the criteria for prioritization of risks, i.e. severity, probability of occurrence and recovery time were assigned with importance weights through the fuzzy analytical hierarchy process (AHP). Then, these weights were used in the fuzzy technique for order preference by similarity to ideal solution (TOPIS) analysis for prioritization of risks. Subsequently, the identified risks were used for highlighting the appropriate resilience strategies through the fuzzy quality function deployment (QFD) technique.

Results indicate that Industry 4.0, multiple sourcing, risk awareness, agility and global diversification of suppliers, markets and operations are the most significant resilience strategies.

This study's limitation is that it is conducted in a general perspective, rather than reducing the context to a developing or developed country. Different areas have variable market factors, due to which potential risks occur in a different form. Moreover, resilience strategies work differently in different environments. Therefore, for future endeavors, the studies should be carried out in a limited context.

This research study proposes a novel MCDM-based approach for ranking resilience strategies, in light of the most probable, severe and long-lasting risks. In addition, this approach has been employed for the enhancement of resilience in healthcare supply chains.

The paper intends to show the role of fear of COVID-19 and the relevance of customer empowerment (CU_EMP) and customers’ perceived value of digital service transactions (CU_PV_DST) in promoting green bank service purchase intention (GBS_PI), despite the antagonistic impacts brought in other sectors and the relevance of customer empowerment (CU_EMP) and customers’ perceived value of digital service transactions (CU_PV_DST) as important mediating variables of the relation.

The structured questionnaire helped collect survey data from 323 small business people. The model relationship was assessed through EFA, CFA by SPSS-AMOS and SEM using bootstrapping procedures in Smart-PLS.

The findings of this study show that there is a significant effect of fear of COVID-19 pandemic (F_COVID-19P) on CU_EMP and GBS_PI. CU_EMP influences GBS_PI, whereas F_COVID-19P influences GBS_PI indirectly via CU_EMP. Furthermore, there is a substantial effect of F_COVID-19P on CU_PV_DST and GBS_PI. Thus, F_COVID-19P significantly influences GBS_PI indirectly via CU_PV_DST.

Capitalizing on the COVID-19 wave by empowering customers technologically, improving the legal framework and increasing the perceived value of green service by using an innovative mechanism. In addition, fostering cultural change and emphasizing altruistic values through green advertisements have been explored in this study.

Green services are healthier for smart/green economy and are health-protective for coping with health risks.

This study helps in understanding the theories used in this context by linking them to F_COVID-19P with CU_EMP, CU_PV_DST and GBS_PI and contributes to the literature of both. Furthermore, this is the only study that has used SEM to study this kind of interrelation.