Using grounded theory methodology, this research interviews 24 hotel managers from mainland China and Hong Kong.
This study aims to investigate hotels’ service standard changes, processes of management decisions and preparations for the future. With the experiences of severe acute respiratory syndrome in 2003 and commitments to ensure guests’ health and safety, many hotels in Asia have actively engaged in updating and implementing new service standards and measures. The COVID-19 pandemic has tremendously affected the hospitality industry.
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