Operational Changes and Performance Outcomes: Analysis on Hotels of Five Asia–Pacific Countries

Abstract

COVID-19 pandemic has affected many businesses from all around the globe and one of them is the hospitality segment. Because of COVID-19 lockdowns and restrictions on travel, many hotels from all around the globe have suffered huge losses. After the COVID-19 restrictions were relaxed, hotels started opening the door for tourists with various precautionary measures. As the hospitality segment tries to recover from the setback due to COVID-19, this study explores the steps or strategies taken by hotels from five countries (China, Indonesia, India, Malaysia, and Thailand) in the Asia–Pacific region to attract tourists and improve their operations in the post-COVID era. For this study, the strategies undertaken and the customer reviews pertaining to 100 hotels from each of these five countries were considered. A mixed-method approach is used to analyze the effectiveness of the operations undertaken by the hotels. The study concludes with implications and future directions.