Mitigating the impacts of COVID-19 pandemic on hotel services: A conceptual framework on technological innovations and employee well-being

Abstract

<p><strong>Purpose:</strong> This present article offers insight into the impacts and implications of COVID-19 on the service delivery process for hotel customers. The objective also reflects on how technological innovations may mitigate those impacts and contribute to employee well-being. Keeping in mind the above, a conceptual framework has been developed that clearly and critically depicts the COVID-19 impact on technological innovation and its subsequent influence on hotel employees well-being. <strong>Design/methodology/approach:</strong> This research paper strongly outlines the current theoretical background on hotel services impacted by the COVID-19 pandemic. The author also investigated the current trends in hotel guest services influenced by technological innovations. The present data and industry report have been used to formulate the conceptual framework linked to employee well-being. <strong>Findings:</strong> This study proposes an underlying theory and research plan on technological innovation that facilitates hotel service delivery while keeping COVID-19 and social distance in mind and thereby contributes to comprehensive employee well-being. <strong>Originality/value:</strong> This article would be a pioneering study seriously investigating the impact of COVID-19 on hotel service delivery engulfed by the various technological innovations and contributing towards employee well-being at macro and micro levels.</p>