![]() These findings may be the manifestations of more fundamental changes triggered by COVID-19. For example, in response to the threat of COVID − 19, hospitality consumers tended to prefer private seating in a restaurant ( Kim and Lee, 2020) and artificial intelligence technologies or robots (vs human staff) in the hotel context ( Choi et al., 2020, Choi et al., 2021, Choi et al., 2022, Kim et al., 2021). Recent hospitality research, however, suggests that COVID − 19 has also adversely influenced the general tourism and hospitality industry by ‘internally’ affecting consumers’ preferences and behaviours. ![]() Even after easing some restrictions, tourism and hospitality businesses such as restaurants were asked to undertake only take-outs, reduce their seating capacity, or use contactless services in certain countries ( Kim and Lee, 2020). The unexpected and reduced performance of the industry was in part driven by external factors such as destination governments’ restrictions and protective measures such as lockdowns, travel bans, and the temporary closure of tourism and hospitality facilities in various countries ( Gössling et al., 2020). The emergence of the COVID-19 pandemic has had a devastating impact on the hospitality and tourism industry, with performance indicators showing either negative or slow growth rates ( Jiang and Wen, 2020, Sigala, 2020).
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