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The impact of a mixture of positive and negative media coverage on long-run hotel survival remains unknown. This paper aims to investigate how the mixed positive and negative media coverage, namely, inconsistent media coverage, influences long-run hotel survival.

A yearly panel data set covering 792 news-reported hotels in Guangdong province of China, over the period 2010–2020, is analyzed using an inconsistency analysis framework consisting of text mining and survival analysis. The estimates of exponential models on the same observations and Cox estimates on alternative observations are used for robustness checks.

The inconsistency calculation method proposed here can measure the controversy degree well. There exists a U-shaped relationship between inconsistency of media coverage and hotel longevity, and hotel survival is significantly reduced only when the degree of inconsistency is within the range of 17.8%–53.6%. The U-shaped relationship is moderated by negative hotel image and by online media coverage on hotel operation strategy topics.

This study provides suggestions for hotel managers to use media coverage inconsistency to increase long-run hotel survival in the digital era.

To the best of the authors’ knowledge, this paper is one of the first to investigate long-run hotel survival factors from the perspective of media coverage inconsistency. It also proposes a method to calculate the degree of media coverage controversy, which helps to quantify the relationship between the degree of inconsistency and hotel survival.

This study aims to examine variables influencing resort hotels’ survival in Spain, which had not previously been analysed. In this country, determining whether the reasons resort hotels close are different from other hotels could be imperative to resort hotels’ survival.

The survival analysis used Cox’s semi-parametric proportional hazards regression to determine which variables influence hotel closure and how much each variable increases risk of closure.

Resort hotel closure depends on hotel size, location, executive management and the business cycle. Survival is not affected by hotel type or financial structure.

While this methodology is common in business survival analyses, it has seldom been applied to hotels and has never been used to study the survival of resort hotels.

Companies need to rethink the location of new hotels. For already-built facilities, good management practices are strategically important for resort hotels’ survival.

This paper explores the reasons why resort hotels survive. The study’s selection of variables and methodology and its conclusions are unique.

This study aims to analyzes the effects of the consumer-generated media (CGM) boom on hotel managers’ investment behavior concerning quality signals.

Survival analysis has been conducted, considering the permanence/dropout of the Spanish hotels in a quality certification system during the 1998–2020 period.

The number of hotels certified since 2010 has been progressively falling, pointing to a decreasing interest of the managers in these certifications. Nevertheless, this is not a generalized phenomenon: the hotel characteristics and the number and nature of reviews about them in CGM significantly affect their permanence decisions in certification systems.

The findings provide several keys to optimizing investment management in quality signals considering hotel characteristics and their positioning in CGM.

To the best of the authors’ knowledge, this is the first study that analyses the relationship between the presence of hotels in CGM and their investments in alternative quality signals. The results will allow future investment decisions based on previous real business experiences.

The purpose of this study was to examine the impact of strategic leadership (SL) on business operational resilience (OR) in the hotel industry in Egypt, namely, during and after the pandemic. This investigation also aimed to explore the mediating function of crisis response strategies (CRSs) and organisational e-readiness (Oe-R) in this relationship.

The researchers conducted a cross-sectional study using a questionnaire as the primary data collection method. Using partial least squares structural equation simulation (PLS-SEM), the study used a comprehensive sample that targets the general managers of all five-star hotels in Egypt.

Results indicated that SL has a positive impact on CRSs and Oe-R. Furthermore, the results reveal a positive influence of Oe-R on both CRSs and hotel OR. On the other hand, CRSs do not influence hotel OR. The findings showed that CRSs fully mediate the link between SL and OR. However, CRSs do not serve as a mediator between Oe-R and OR. Furthermore, the findings showed that Oe-R partially mediates the link between SL and both OR and CRSs.

The study yields unique and valuable theoretical and practical insights to guide hotel leaders and managers towards adaptive recovery and resilience in turbulent and crisis-ridden environments by demonstrating that the combined mediating function of CRS and Oe-R is more effective in strengthening the relationship between SL and OR.

This study represents a pioneering investigation that establishes a correlation between SL and OR, either through direct or indirect means. The research examines the involvement of CRSs and Oe-R as collaborative mediators in this relationship. Previous studies undertaken in the hotel industry and service sector have not investigated this specific element.

The COVID-19 pandemic has long-lasting effects that necessitate business revision, innovation, and transformation in the hospital industry. The research in this field is, however, still incredibly underdeveloped. Hotels have faced unprecedented pressure due to the outbreak of novel COVID-19, forcing many to close temporarily or permanently. The aim of this study is to assess COVID-19 effect on hotels within the Bono region of Ghana, as the protocols are currently relaxed.

Using a quantitative approach, a stratified and purposive sampling method was used and 174 hotel managers in the Bono region responded to the research questions in relation to how their businesses were affected by the COVID-19 pandemic.

The findings showed that the most prominent and recurring measures among hotels are the application of hygiene standards, employee training and awareness, reduction of employees’ guest contact and ensuring a safer environment for both guests and employees.

The study’s sample frame covers hotels in the Bono region of Ghana with lower star classifications, ranging from affordable to three stars in quality and service. Hotels should emphasize the importance of providing their personnel with ongoing training and education to prepare them to deal with the outbreak of the pandemic.

As a result, the study suggests that hotel operators give innovative, fascinating and delightful accommodation experiences that may boost customers’ authentic happiness, as well as offer possibilities for customers to gain positive, memorable experiences from their experience.

Academia and hotel managers need to contribute to theory development in hotel marketing by analyzing changes in customer expectations and industry recovery measures to affect good changes in industry best practices in the aftermath of the epidemic.

This study makes a significant contribution to the body of knowledge of the service delivery system model research because it is one of the initial studies to examine hotel business operations and activities during the COVID-19 utilizing the Bono region as a case. Theoretical, managerial and policy implications are discussed to cope with this crisis.

This research aims to explore the strategies and tactics taken by five-star hotels to create and sustain competitiveness at difficult times, the role of innovation among the initiatives taken and the factors that influence managers’ decision in selection of coping measures.

The research was conducted in two stages. The first stage focused on textual analysis of online news reports on luxury hotels’ coping strategies taken between 2013 and 2018. At the second stage, expert interviews were carried out with 25 managers of five-star hotels to obtain richer information of hotels’ responsive measures. The qualitative data were analyzed by thematic analysis.

The results revealed that five-star hotels in China made adjustment in physical resource management, human resource management, marketing mix, operation process and external relations to maintain competitiveness during difficult times. A model of hotel resilience was developed based on the findings. Innovation was imbedded in the responsive measures throughout these areas. Managers’ selection of coping measures was affected by the hotel’s organizational culture, location, brand image and competitors.

The model of hotel resilience serves as a useful reference to plan and select strategies and tactics to respond to similar external challenges. Hotel managers are recommended to embrace a variety of innovations directed at both internal management and customer service during challenging times.

To the best of the authors’ knowledge, this study is the first empirical research that systematically examines the measures taken by hotels during critical times to maintain competitiveness, linking these to contemporary post-Fordist operational trends.

How do we measure the success of a hotel business? What factors determine performances? This paper seeks to explore the responses which researchers and practitioners have given to these questions in the last 20 years.

The paper is based on the analysis of 152 contributions and uses the balanced scorecard as a model to rationalize the main streams of research.

The analysis of literature shows the gradually assumed importance of the balanced scorecard as a satisfactory performance measurement system. The findings related to the determinants of results are instead highly complex and far‐reaching. The determining factors are generally looked for within the enterprise. Four main functional research fields have been identified (strategy, production, marketing and organization) and for each one main research goals, findings and open questions are defined. The horizontal axis of the balanced scorecard (customer perspective, strategy and process perspective) is the area of greatest research (over half of the papers). This evidence appears in line with the structural features of the hotel business and with the importance held, respectively, by customer relations and the protection of the efficiency of management processes.

The paper shows the main weaknesses and strengths in previous research design in terms of: dependent and independent variables, sample and data sources. At theoretical level, the current research is strongly based on six countries (69 percent of the sample). Given the profound diversity of national contexts, researchers focusing on internal determinants should use external control variables more extensively. Furthermore, some recent subfields appear very fragmented especially in terms of independent variables used.

The paper identifies research streams and gaps in the field of hotel performance.

Financial bankruptcy is inevitable in the tourism and hospitality ecosystem. Despite the pertinence of tourism and hospitality businesses going into bankruptcy, limited studies have investigated the early warning signs and likelihood of a financial bankruptcy occurring in tourism and hospitality firms. This study examined the predictive value of financial ratios as potential indicators in predicting bankruptcy among tourism and hospitality firms.

Altman's z-score bankruptcy prediction model was applied through five key financial ratios to predict bankruptcy of the Thomas Cook Travel Group over a ten year period (2008–2018).

The key findings of this study strongly suggest that besides the size and location of the firm, financial ratios are reliable predictors and play a pivotal role in predicting the bankruptcy of a tourism and hospitality business.

The paper provides key stakeholders to adopt checks and balances to identify financial distressed tourism firms through financial ratios.

This is the first academic paper to inspect the financial history of Thomas Cook Travel Group in a financial ratio context, particularly following the bankruptcy of the firm in 2019.

This study aims to analyze the impact of family incivility (FI) on in-role performance (IRP) and proactive customer service performance (PCSP) via the mediating effect of emotional exhaustion (EE) and the moderating roles of emotional intelligence (EI) and mindfulness.

Hypotheses were verified using multisource and multiwave data collected from 337 valid hotel employee–supervisor dyads in Kuala Lumpur, Malaysia. Data were analyzed using SPSS 24.0, AMOS 24.0 and PROCESS (version 3.4).

FI intensified frontline employees’ (FLEs) EE, which subsequently impeded their IRP and PCSP. EI and mindfulness moderated the direct influence of FI on EE, IRP and PCSP and moderated the indirect influence of FI on the two aforementioned outcomes through EE.

Managers should observe FLEs’ indicators of FI and deter its emergence by implementing care programs for FLEs suffering from FI. In addition, human resource managers should preferentially recruit employees with high EI through related tests. Hotels can invite reputable psychologists to provide psychotherapy interventions for FLEs, such as mindfulness-based psychological lectures and therapy.

The hospitality literature lacks an understanding of the underlying process through which FI affects FLEs’ job outcomes. This study incorporates EE as a mediator of the FI’s impact on IRP and PCSP, and to the best of the authors’ knowledge, this study is the first to assess whether EI and mindfulness moderate the direct impact of FI on IRP and PCSP and the indirect impact of FI on two aforementioned outcomes via EE.

This is a critical discourse on marketing management textbooks and their presentations of general marketing theory. These books claim to be general, complete and up‐to‐date, although the base of “textbook theory” is consumer goods mass marketing, a minority of all marketing if compared to services and B‐to‐B marketing. Seminal developments over the past decades in services marketing, quality management, relationship marketing and CRM are treated as special cases although they intervene in all types of marketing. The article claims that marketing management has become stereotyped on a derelict foundation in commodity‐like textbooks. It ends with guidelines on how research in marketing could reinvent itself to the benefit of both academics and practitioners.