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Drawing from the compensation effects in social cognition theory, this study aims to investigate the interactive effects of employees’ warmth and competence and service failure types on customer’s service recovery cooperation intention after a service failure and before service recovery is completed.

This study used a scenario-based experiment with a 2 (high vs low) warmth × 2 (high vs low) competence × 2 (outcome failure vs process failure) service failure between-subjects design. Data were collected using an online panel.

This study finds that employees’ low warmth and high competence in outcome failure situations and high warmth and low competence in process failure situations are most effective at increasing customers’ service recovery cooperation intention. The findings further suggest that customers’ cooperation intention is prone to tradeoffs between customers’ perceptions of employees’ warmth and competence as suggested by compensation effects in social cognition theory, such that the effectiveness of employees’ warmth (competence) is curtailed by employees’ competence (warmth).

The findings of this study provide insights to hospitality managers for effective service recovery management. Hospitality companies can enhance customers’ behavioral intentions by training employees to demonstrate appropriate warmth and competence combination that meet customers’ expectations for a specific failure type.

This study argues that customer’s service recovery cooperation intention depends on the combination of warmth and competence displayed by employees after a service failure. The expected combination of warmth and competence varies depending on the service failure context.

In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty.

To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study.

The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty.

The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry.

This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

The effect of COVID-19 has undoubtedly left a vacuum in all sectors of the economy in the world, and this is the case especially in the hospitality sector in Nigeria. This vacuum has dealt negatively with the huge investment in the industry to the extent that all stakeholders are at cross-roads on the way out of the predicament. This therefore calls for strategic thinking among the stakeholders in order to reposition the industry to regain its lost trust occasioned by the pandemic. The year 2020 was declared as the worst year in tourism industry, and with the significance of the industry to the well-being of the people across nations, ‘out of the box’ solutions are required to reposition the industry for maximum effectiveness to regain its lost glory. Hence, the question: Can innovative thinking enhance hospitality industry recovery in Nigeria and will new product development reposition the industry? The outcome of the study will be of benefit to the industry stakeholders. Hospitality industry recovery will increase the revenue of Government, touch positively on customers’ emotions who lost loved ones during the pandemic as patronage increases and put smiles on investors' faces as a result of higher returns. The study reviews relevant literature and interviewed stakeholders in the industry. It x-rays the challenges, proffers innovative solutions, such as development of offerings that touch people's emotions, embarks on facility upgrade and makes recommendations that will re-brand the hospitality industry, so that it can better appeal to the customers coupled with safety and security measures.

The purpose of this study is to examine the mediating effect of psychological well-being between organizational dehumanization and two outcome variables: service recovery performance and service sabotage. This research also investigates whether organizational tenure moderates the relationship between organizational dehumanization and psychological well-being.

Using survey methodology, 200 hotel frontline service employees (FLEs) in Turkey were sampled over two time points. Additionally, employees’ direct supervisors rated their service recovery performance. The partial least squares method, specifically SmartPLS 3.3.3, was used for data analysis.

The results indicate that organizational dehumanization negatively influences employees’ psychological well-being. However, organizational tenure moderates this relationship, in which organizational dehumanization has less of a negative effect on employees’ psychological well-being in those with longer tenure. Psychological well-being was found to mediate the relationship between organizational dehumanization and service recovery performance. Finally, psychological well-being mediates the relationship between organizational dehumanization and service sabotage.

Managers should consider the negative effect organizational dehumanization has on FLEs’ psychological well-being and aim to establish an organizational culture that values these employees as individuals and as invaluable resources for the organization. Further, this study has found that less tenured employees are less likely to have the psychological resources to cope with organizational dehumanization and are more susceptible to decreased productivity (i.e. service recovery performance) and engaging in counterproductive work behaviors (i.e. service sabotage) due to mistreatment in the workplace.

This study furthers our understanding of organizational dehumanization, an understudied concept in hospitality research, which influences employee outcomes. The findings of this study contribute to the advancement of the self-determination theory and how organizational dehumanization impacts psychological well-being. It also contributes to the conservation of resources theory and current literature on service recovery performance and service sabotage.

The purpose of this paper is to provide a critical synthesis of research conducted within the hospitality and tourism industries in response to the impact of the COVID-19 pandemic, identify key perspectives and themes relating to the recovery and resilience of the two sectors and put forward recommendations that help address organizational and consumer behavior changes produced by the pandemic.

This study adopted a critical reflection approach to identify, select and synthesize relevant research based on which recommendations are drawn.

This study offers a contemporary framework discussing three distinct themes that emerged from existing research regarding the impact of COVID-19 on the hospitality and tourism industries: management, marketing and consumer behavior.

This study offers operational, practical and actionable recommendations for organizations about how to adapt and recover from the impact of the COVID-19 pandemic by guiding the industry in sustaining long-term resilience.

This study provides a critical and current synthesis of selected literature and theory that discuss key implications of the COVID-19 pandemic for the recovery and resilience-building of the hospitality and tourism sectors.

The purpose of this paper is to discuss the evolving interpretations of the Covid crisis and its impact on hospitality and tourism.

Scenario planning paper following Framework Foresight about the Covid pandemic and its impact on hospitality and tourism. Research input was gathered from research reports in different disciplines and discussions with an expert panel.

The paper argues that hypothesized recovery scenarios were founded on hope and inaccurate extrapolations, and that hospitality and tourism may head for permanently lower volumes.

The paper contributes to the debate on tourism resilience and hopeful visions of a sustainable restart.

Instead of just focusing on direct pandemic impact and that of governmental measures, a third variable of consumer confidence will be decisive, and more important than expected by many initially, in future scenarios for hospitality and tourism.

The proposed scenarios that were designed with executive level industry input have so far proven more realistic than prevalent views of a swift recovery.

This paper provides a conclusion to the theme issue by commenting on the contributions made by the writing team. Moreover, this paper advocates the use of interdisciplinary teams to build resilience in the tourism and hospitality industries.

This paper draws on research and best practices cited in the preceding papers and offers viewpoints that link theory and practice.

Although there is no one specific way to summarize the contents of this theme issue, the findings build on the idea of forging trust and alliances to advance local and global resilience.

Post-disaster resilience is certainly relevant to the tourism and hospitality industries amid the ongoing COVID-19 pandemic. Findings and implications from this series of articles, interviews, and viewpoints can be used to aid the recovery of the tourism and hospitality industries.

This paper aims to introduce an under-researched concept, travel medicine, to the hospitality field and proposes future research directions. This paper also highlights the need to acknowledge the missing link between hospitality and medical science and encourages research on the health of hotel guests, especially those with mental disorders.

By synthesizing relevant literature, this study proposes a conceptual framework focused on identifying and filling knowledge gaps between hospitality and medical science. Pathways for empirical research on hotel guests’ travel health are suggested accordingly.

This paper reveals that the topic of travel medicine has been neglected in hospitality, especially in relation to vulnerable hotel guests. Additionally, this study suggests that researchers should move beyond the confines of social science and conduct interdisciplinary hospitality studies. In-depth analyses of hotel guests’ health and safety are also recommended.

This conceptual piece serves as a “provocation” that is exploratory, thus laying a foundation for future interdisciplinary studies bridging hospitality and medical science. This paper offers practical significance for hospitality stakeholders (i.e. academics, practitioners, hotel guests and society) and also provides guidelines on how to create vulnerability-friendly hospitality environments.

To the best of the authors’ knowledge, this study takes an important step toward interdisciplinary research between hospitality and medical science through the lens of travel medicine. This paper offers insight to bridge these disciplines and extend hospitality research into medical science. This paper further identifies an under-investigated topic and feasible research avenues that can offer timely solutions for hospitality academics and practitioners.

This paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure.

The scenario-based experimental method was designed to perform hypothesis testing and SPSS was used to analyze the data from the 363 questionnaires collected.

The results indicate that (1) employees' emotional labor recovery has a double-edged sword effect. Deep acting improves customer satisfaction, while surface acting undermines the effectiveness of service recovery and leaves customer satisfaction below previous levels. (2) Customers' responsibility attributions for service failure moderate the effect of service recovery.

To the best of the authors’ knowledge, this is the first study to focus on the role of frontline employees' emotional labor in robot service failure contexts, which not only enriches and expands the relevant literature in this domain, but also deepens the understanding of how emotional labor and responsibility attribution effect the customer satisfaction.