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This paper aims to provide answers to the question: “What innovations would enable the tourism and hospitality industry to re-build?”.

At the outset, it redefines the concept of ‘Innovation” in the context of the hospitality and tourism industry. It then focuses on post-pandemic re-building best practices in tourism and hospitality. It captures the essence of the articles in this theme issue collection on innovative actions from around the world and presents concluding remarks.

This article summarises the key findings of this theme issue and it draws generalized conclusions about re-building the tourism and hospitality industry. In conclusion, 14 key learning outcomes are presented. These include topics such as: rethinking tourism and hospitality products and services, sustaining resilience, collaboration between the government, academia and industry, special interest tourism, domestic tourism, crisis management, digital transformation, the health and safety of all stakeholders, operational efficiencies and environmental sustainability.

This research contributes to the emerging research theme of tourism and hospitality post-pandemic re-building.

There are a number of practical implications in terms of industry approaches to the adoption of innovative strategies to re-build tourism and hospitality operations around the world.

Readers who are interested in international best practices of hospitality and tourism should find this concluding article of interest.

This study began with the following question: how hospitality concepts have contributed to the quality of cities and to the qualification of urban tourist destinations. Therefore, the purpose of this paper is to analyze the historical evolution of the concepts of hospitality and their implications in the contemporary concept of the hospitality of the built space.

In this study an analytical empirical approach was used, focusing on the concepts and paradigms that support the studies of the hospitality of built space. The method was based on the representation of hospitality as spatial reading indexes according to the categories of analysis: identity, accessibility, and readability, as stated by Grinover (2007), Raymond (1997) and Lynch (1997). The empirical study, in the Brazilian context, took as its object of analysis the urban hospitality of the three cities that were capitals of Brazil throughout its history: Salvador da Bahia, Rio de Janeiro and Brasília.

The results of the research confirm the pertinence of the categories of analysis proposed for the understanding of hospitality of the built space and proposes other categories of analysis related to accessibility in its interfaces with identity and readability.

This study can contribute with new understandings in the field of the hospitality of the built space as support to public managers and trade tourist managers that can give quality to the urban space for tourists, and for the citizens as well. Because, in the Brazilian context, the formulation of public policies for public transport services, mobility, accessibility and recreation areas are linked to public managers; in the same way that private initiatives and incentives for leisure, entertainment, and tourism are linked to the managers of the tourist trade.

New possibilities of the understanding of urban hospitality in tourist destinations by the categories of analysis listed – identity, readability and accessibility. Accessibility was the spatial condition that most needed attention as urban hospitality in the Brazilian tourist destinations studied. Otherwise, a contribution was made to the area of study in urban hospitality, given the scarcity of scientific literature on the subject.

Operations management involves utilizing given resources as efficiently as possible to deliver services to customers and meet business goals. Developing efficient business operations requires a hospitality organization to design efficient service environments, as part of its mission. This chapter articulates the key design and planning strategies for the development of a successful hospitality organization. The first section covers the process of location selection, as the most important factor leading to the success of a hospitality organization. The second section discusses strategies for estimating the number of users (service employees and customers) during peak and idle times to justify a costly financial investment. The third section concerns the readers with the topic of layout planning, with the goal of service optimization for a targeted number of customers. The fourth section deliberates workflow conditions, and finally, the last section addresses the ambience and design of the physical hospitality environment, which is crucial for customer evaluation of a hospitality organization as it creates a first impression.

While acknowledging the importance of innovation capability and its potential for creating competitive advantage for firms, the purpose of this paper is to further explain how firms can gain the most from this potential. In the face of the low success rate of innovations and innovation activities in the hospitality sector, this study explains – through the dynamic capability perspective – that building a flexible organization is instrumental in creating competitive advantage out of innovation capabilities.

The study uses data from hospitality firms operating in an emerging economy with a fast-growing hospitality sector. As this study uses survey and statistical methods, the possibility of common method bias is addressed by partial least squares structural equation modeling to test the hypothesized relationships.

The study finds that organizational flexibility (OF) is an important mediator in the relationship between innovation capabilities and competitive advantage. The study explains that building a flexible organization is instrumental in creating competitive advantage out of innovation capabilities in hospitality firms.

This study suggests that relying only on innovation capability offers hospitality firms just a fraction of what would be gained if such capabilities are properly aligned with OF. This is because such alignment generates better response power to changing needs as the firm becomes more mobile, responsive and agile to rapidly identify market trends, adjust internal operations and respond quickly to new market demand.

This paper aims to synthesize the services marketing and hospitality marketing literature, identify a gap in hospitality specific marketing models and develop the constituency model for hospitality marketing.

This study is a research through extensive review of relevant literature in hospitality marketing and services marketing.

This paper presents the constituency model of hospitality marketing which conceptualizes hospitality marketing activities as being predominately either external marketing (links between management and target market segments), interactional marketing (links between frontline providers and target market segments) or internal marketing (links between management and frontline providers). According to this model, each of these three areas has planning, implementation and control functions.

Builds upon the hospitality literature by presenting the constituency model.

Practitioners, marketers and academics in the field of hospitality will find this useful in guiding the future growth of hospitality marketing literature and related pedagogy. The aim of this paper is to stimulate dialogue regarding the dominant paradigm in the field.

This research examines the hospitality and services marketing and presents a new model for hospitality marketing.

The purpose of this study is to review the past technology in hotel and forecast the future direction of technology adoption in hotels.

Academic papers not only from hospitality journals but also from technology-related journals were collected and reviewed to propose the future hospitality technology development trends.

The hospitality software application has moved from local-based to server-based to Web-based to cloud-based platforms. Business data analysis methods have also undergone an evolution from descriptive analysis using historical data to predictive analysis by mining big data collected from the sensors and web-crawlers, which consolidates both commercial data and macro-environment data. Future hotel buildings could provide ambient management that responses to external environments automatically to provide an eco-friendly and cosy environment to hotel guests. Responsive building envelopes, façade systems and autonomous furniture will allow hotel managers to customised the function space layout according to customers’ needs and maximise unoccupied space utilisation.

Reviewed 75 years of IT evolution and forecast future hotel intelligent building with ambient intelligence to provide customizable, eco-friendly and cosy environment for hotel guests.

For the developed economies in Europe, to which refugees move, and as refugees’ enterprising expectations evolve, emerging cognitive factors have become closely intertwined with their post-arrival encounters. However, the link between refugees’ social cognition and entrepreneurship commitment tends to be overlooked. This paper aims to join the international debates regarding cognitions of refugee entrepreneurship and explain the bewildering effects of refugees’ social cognitive dissonance on refugee business support.

This paper reviews the extant knowledge of refugee entrepreneurship and refugee business support. It synthesizes the literature on cognitive dissonance, multiple embeddedness and hospitality to inform a conceptual model and explain the ramifications of refugees’ entrepreneurial cognition on refugee business support and how public attitudes in the destination transform accordingly.

This paper illustrates the prevalent imbalance between the provision of support and refugees’ anticipations in developed economies. A conceptual toolkit is framed to disclose the succeeding influence of cognitive dissonance on the performances of refugee business support. This framework indicates that the cognitive dissonance could elicit heterogeneous aftermath of refugee business support service, resulting in a deteriorated/ameliorated hospitality context.

This conceptual toolkit unfolds cognitive ingredients in the refugee entrepreneurship journey, providing a framework for understanding refugee business support and the formation of hospitality under cognitive dissonance. Practically, it is conducive to policymakers nurturing rational refugee anticipation, enacting inclusive business support and enhancing hospitality in the host country.

The purpose of this paper is to examine the effects of trust on an employee's job satisfaction and dedication. This study also extends Flaherty and Pappas's findings regarding the role of trust in salesperson‐sales manager relationships and Gill and Mathur's findings related to employee dedication and pro‐social behavior.

Employees from hospitality industry were interviewed to examine if employee trust in a hospitality manager improves job satisfaction and dedication.

Degree of employee job satisfaction and dedication is related to degree of employee trust in a hospitality manager.

If employees perceive higher degree of trust in a hospitality manager, the degree of their job satisfaction and dedication is perceived higher and vice‐versa.

This paper offers useful insights for hospitality managers based on empirical evidence.

Corporate social responsibility (CSR) marketing has become ubiquitous in the hospitality industry. The purpose of this paper is to examine the effectiveness of donation appeals containing warmth-focused versus competence-focused messages in hospitality CSR marketing. Moreover, we offer an innovative visual design strategy focusing on the typeface (handwritten vs machine-written) in donation appeals to encourage consumers’ donations and boost their brand loyalty.

This research used a 2 (message framing: warmth-focused vs competence-focused) × 2 (typeface: handwritten vs machine-written) between-subjects experimental design.

The findings suggest that donation appeals featuring warmth-focused messages combined with handwritten typeface and competence-focused messages combined with machine-written typeface can maximize donation intention and brand loyalty. Furthermore, results from the moderated mediation analyses indicate that brand trust is the psychological mechanism underlying these effects.

Hospitality managers should use typeface design, which is easy and inexpensive to manipulate, to enhance the effectiveness of CSR marketing. Specifically, for donation appeals featuring warmth-focused (competence-focused) messages, the handwritten (machine-written) typeface can boost consumers’ donation intention and brand loyalty.

To the best of the authors’ knowledge, this research is the first to reveal the competitive advantage of typeface design in hospitality CSR marketing. This research sheds light on the congruency effects of message framing and typeface design in donation appeals on consumers’ donation intention and brand loyalty while using the contemporary context of The Coronavirus Disease 2019 to test the theory.