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The purpose of this paper is to determine the most efficient hotels in the Indian hotel industry, the competitive positioning of these hotels, and the factors that affect their efficiency change.

This study conducts a two-stage analysis and uses data envelopment analysis (DEA) and Global Malmquist productivity index (MPI) approach in the first stage to calculate the managerial performance of a panel of 63 Indian hotels in 2019–2020 and their efficiency change from 2009–2010 to 2019–2020. Bootstrapped generalized least square (GLS) approach is applied in the second stage to evaluate the impact of contextual variables on efficiency change.

Using the results of the first stage analysis, the authors categorized the 63 Indian hotels into 7 distinct clusters. These clusters represent different levels of competitiveness and pace of growth. The GLS regression reveals a U-shaped relationship between hotel size and efficiency change and a negative relationship between pro social investments and efficiency.

This is the first study in the hotel industry that has used global MPI as a measure of efficiency change in the first stage and GLS in the second stage. In the Indian context, to the best of authors’ knowledge, no such study exists.

While there was heightened awareness on the technologies of the fourth industrial revolution (IR 4.0) prior to COVID-19, studies have shown that the adoption of these advanced technologies (e.g. Big Data, robotics, Internet of Things, etc.) continues to remain low across global industries. This qualitative study sought to explore the reasons for the low rate of adoption of these technologies and appropriate measures to enhance their adoption at hotels, through the lens of hotel executives.

Based on interpretivist's ideals, this study follows a case study design and adopts a qualitative method of enquiry. The heterogenous purposive sampling technique was employed to gather data for the study, using semi-structured interviews.

Grounded on the technology-organisation-environment (TOE) framework, the thematic analysis revealed technology, organisation and environment-related reasons for the low rate of IR 4.0 technologies adoption at hotels in Malaysia. Also, the study uncovered some interesting measures that will enhance the adoption of these advanced technologies at hotels.

This study unearths technology, organisation and environment-related reasons for low adoption, and measures to enhance the adoption of IR 4.0 technologies in hotels. This study also enlightens hotel owners and technology providers about practical issues that will ensure the successful adoption of such technologies to enhance hotel business. In line with SDG 9, this study also seeks to promote sustainable innovation in the hospitality industry. Practical and theoretical implications have also been discussed in this study.

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.

Taiwan’s hotel industry was adversely impacted by the COVID-19 pandemic. This study aims to examine the effect of strategic choices by Taiwanese international tourist hotels before and during the pandemic environments.

A data envelopment analysis (DEA)-based Malmquist methodology is used in this study to provide a mechanism to assess Taiwanese hotel strategy performance. Changes in the productivity and performance of Taiwanese international tourist hotels were analyzed in the periods before and during the pandemic to uncover insights useful should a similar crisis occur in the future. Panel data were obtained from the annual report of international tourist hotels published by the Taiwan Tourism Bureau from 2017–2020. Two groups of hotels were analyzed in this study: city hotels and scenic hotels.

The findings of this study reveal that chain hotels tended to perform better than independent hotels in both city and scenic areas during the global pandemic. Specifically, the crisis caused a substantial decline in productivity and profitability for international tourist hotels in Taipei City during the COVID-19 period. Compared to city hotels, findings also indicate that most international tourist hotels in scenic areas were able to maintain better productivity, including larger-sized scenic hotels.

The DEA-based analysis provides unique and valuable insights for hotel firm leaders on how to better identify and make strategic choices when responding to future crises.

The aim of this mixed methods study sought to investigate the preferences and challenges towards fourth industrial revolution (FIR) technologies adoption at hotels in Malaysia.

The study adopted partially-mixed concurrent quantitative-dominant mixed methods. The quantitative part of the study examined the preferred FIR technologies for hotels; whiles the qualitative part explored the challenges towards their adoption.

The results revealed that Internet of things, big data, cloud computing, artificial intelligence and cyber physical systems were the preferred FIR technologies for hotels. The findings revealed significant relationships between respondents' socio-demographic characteristics (age, gender, working experience, etc.) and preferred FIR technologies. Penultimately, challenges that affect the adoption of FIR technologies including investment cost, migration cost, trust, etc., were discussed.

In effect, findings from this study provide valuable information for policy makers (i.e. hotel owners, management, technology providers and future researchers). Most especially, the study unearths specific FIR technologies preferred by the hospitality and tourism industry. Also, the significant interplay of these preferences vis a vis respondents' socio-demographic characteristics, as well as challenges influencing their adoption also have major implications for policy makers. Another valuable contribution of this study lies in the research method utilised, since most studies on technology adoption either use quantitative or qualitative. These contributions for theory and practice have been thoroughly discussed.

Achieving better performance and a sustainable competitive advantage is essential for survival in the hotel industry. However, literature is scarce on which factors local hotel businesses in developing countries should rely on to compete successfully. With an emerging economy and significant potential for growth in the travel and hospitality sectors, Colombia is seeking to improve the performance of its hotel industry. To achieve this goal, exploring and analyzing the effects of the strategies and practices implemented is essential. Accordingly, this study investigates the dynamics of the interactions between strategies, process innovations, outsourcing practices and operational quality in the hotel industry in Colombia.

The methodology used in this research is quantitative, using structural equation modeling based on data collected from 150 valid questionnaires.

The strategies of the hotel sector have an impact on hotel performance. Although process innovation demonstrably affects quality and outsourcing, there is a low impact on the performance of the studied hotels. The hotel sector lacks strategy autonomy as strategies are not directed to the organization's overall improvement but only to satisfy stakeholders' requirements.

This paper offers valuable insights for organizations when implementing strategic innovation initiatives. It provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness.

This paper offers valuable insights for organizations when implementing strategic innovation initiatives. Additionally, it provides information relevant to Colombian government entities on the creation of processes, economic policy plans and business assistance programs for boosting the financial and commercial sustainability of Colombian service sector businesses. The studied organizations need to redefine the role of their strategies, process innovation, outsourcing projects and quality standards to achieve adequate performance, as all four dimensions together are required to foster competitiveness.

Developing successful strategies is vital to generating performance. Quality and safety are critical strategies to achieve a sustainable competitive advantage. But literature is scarce on which factors local hotel businesses should rely on to compete successfully in developing countries. In particular, the concept of outsourcing in a highly distrusting developing country has not been addressed adequately. This research contributes to literature by evaluating quality as a competitive strategy in the hotel sector in a developing country to achieve a superior performance.

The aim of this paper is to investigate and define employees' professionalism in the hotel industry. A professional employee has specific core competencies and personal attributes that improve the quality of service by resolving guest complaints, ensuring guest satisfaction and gaining a competitive advantage. In the hospitality industry, interaction with customers necessitates providing services of high standards that are characterised by professionalism.

This research deployed a quantitative methodology with self-administering questionnaires to hotel managers of 4-star and 5-star hotels.

The results of the study suggest that employees' professionalism in hotels includes skills combined with personality characteristics along with a passion for the profession. Thus, to attest to professionalism, managers must ensure that skills are adjusted to subject-specific knowledge and expertise while incorporating “social consciousness” as a constituent dimension of professionalism.

This study investigates the concept of professionalism as the main prerequisite for the delivery of exceptional hotel services and introduces the notion of “social consciousness” as an additional dimension of professionalism.

This research investigates the effect of accessibility to points of tourist interest (buffer) and direct and indirect spatial spillover effects of agglomeration economies on tourism industry revenues in Spain.

Data were collected from the Bureau van Dijk's (BvD) Orbis global database. The data were analysed using a spatial econometric model and the Cobb–Douglas production function.

This study reveals that hotels located inside the buffer zone of points of tourist interest achieve better economic outcomes than hotels located outside the buffer. Furthermore, the results show that there is a direct and indirect spatial spillover effect in the hotel industry.

The results provide valuable information for identifying areas where the agglomeration of hotels will produce a spillover effect on hotel revenue and the area of influence of location characteristics. This information is relevant for hotels already established in a destination or when seeking a location for a new hotel.

The results of this study can help city planners in influencing the distribution of hotels to fit desired patterns and improve an area's spatial beauty.

The paper provides insights into how investment, structural characteristics, reputation and location affect hotel revenue.

At the forefront of current research is the investigation of how big data analytics capability (BDAC) and artificial intelligence capability (AIC) can enhance performance in concert. Therefore, current study intended to conduct more deep research into emerging phenomena and attempts to cover the gap by exploring how entrepreneurial orientations (EO) emphasize the use of two emerging capabilities under the moderating role of environmental dynamism which in turn augment co-innovation and hotel performance.

Data were collected from four-star and five-star hotels located in Kula Lumpur and Langkawi in Malaysia. A total of 260 responses were obtained from IT staff and senior managers with the assistance of a Manpower agency for data analysis. The hypotheses were examined by analyzing the data using PLS-SEM technique through Smart PLS 3 software.

The result revealed that EO has a positive and significant effect on co-innovation (CIN). Additionally, the BDAC and AIC have been tested and proven to be potential mediators between EO and CIN. Also, environmental dynamism as moderator has positive and significant effect on BDAC and co-innovation performance, however, not significant impact on AIC and co-innovation performance. Lastly, findings displayed positive and significant moderated mediation impact of environmental dynamics on BDAC and CIN with hotel performance, but not significant influence on AIC and co-innovation with hotel performance. For theoretical corroboration of the research findings, the current study integrated EO, resource-based view theory and contingent dynamic capabilities (CDC), because neither single stance can explicate an extant research framework.

This study anticipated the several implications for the entrepreneurs of hospitality industry. Managers are recommended to invest in the entrepreneurial traits of the employees/organizations and make strategic readjustment of their capabilities for sustained business performance.

The study goes beyond the normal inquiry by investigating moderated mediation impact of environmental dynamism between two emerging capabilities, co-innovation and hotel performance relationships. Another novelty of this study is to culminate the exploitation and adoption of emerging IT-based capabilities in cross domains of management, entrepreneurship, information systems management within the hotel industry.

This paper aims to investigate the role-play of Protean Career Attitude (PCA) and Career Success (CS) in Affective Organizational Commitment (AOC).

A cross-sectional study on 376 employees from 55 hotels in Malaysia were conducted. The co-variance-based structural equation modeling was employed to analyze the data to test the direct and indirect relationships of PCA and CS with AOC.

The findings reveal that self-directed career attitude (SDCA) has a positive direct influence on AOC as well as indirect influence through the mediation of OCS and SCS. However, the value-driven career attitude (VDCA) neither influences AOC nor the OCS.

This is a first paper to body of knowledge in Asian context which identify mediating role of career success (SCA and OCS) to PCA and AOC. The findings of this research are the workplace learning in hospitality management. The authors argue that hotels should not assume spontaneously PCA with diminishing AOC, but rather hotels' attention is required to identify the most important preferences of these butterfly career attitudes such as OCS and SCS. Most importantly the research negates many negative labels of PCA and adds new perception to the contemporary career literature. Higher education institutions, government, and primary, secondary, and post-secondary education departments can play a significant role in developing PCA dispositions like SDCA and VDCA toward career success. Therefore, further study should examine PCA and their relevance to career outcome like job searching and employability of students in Malaysia. The paper is the first, to one's knowledge, to assess organizational commitment with specific measures of PCA. While the results are simple, they refute many stereotypes of the new career and, in that sense, add an important perspective to the career literature.