COVID-19 shock in the hospitality industry: its effect on hotel operations within the Bono region of Ghana

Mildred Nuong Deri, Neethiahnanthan Ari Ragavan, Augustine Niber, Perpetual Zaazie, David Anandene Akazire, Martha Anaba, Dorlaar Andaara
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Abstract

PurposeThe COVID-19 pandemic has long-lasting effects that necessitate business revision, innovation, and transformation in the hospital industry. The research in this field is, however, still incredibly underdeveloped. Hotels have faced unprecedented pressure due to the outbreak of novel COVID-19, forcing many to close temporarily or permanently. The aim of this study is to assess COVID-19 effect on hotels within the Bono region of Ghana, as the protocols are currently relaxed.Design/methodology/approachUsing a quantitative approach, a stratified and purposive sampling method was used and 174 hotel managers in the Bono region responded to the research questions in relation to how their businesses were affected by the COVID-19 pandemic.FindingsThe findings showed that the most prominent and recurring measures among hotels are the application of hygiene standards, employee training and awareness, reduction of employees’ guest contact and ensuring a safer environment for both guests and employees.Research limitations/implicationsThe study’s sample frame covers hotels in the Bono region of Ghana with lower star classifications, ranging from affordable to three stars in quality and service. Hotels should emphasize the importance of providing their personnel with ongoing training and education to prepare them to deal with the outbreak of the pandemic.Practical implicationsAs a result, the study suggests that hotel operators give innovative, fascinating and delightful accommodation experiences that may boost customers’ authentic happiness, as well as offer possibilities for customers to gain positive, memorable experiences from their experience.Social implicationsAcademia and hotel managers need to contribute to theory development in hotel marketing by analyzing changes in customer expectations and industry recovery measures to affect good changes in industry best practices in the aftermath of the epidemic.Originality/valueThis study makes a significant contribution to the body of knowledge of the service delivery system model research because it is one of the initial studies to examine hotel business operations and activities during the COVID-19 utilizing the Bono region as a case. Theoretical, managerial and policy implications are discussed to cope with this crisis.
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新冠肺炎对酒店业的冲击:对加纳博诺地区酒店运营的影响
目的新冠肺炎大流行具有持久的影响,需要医院行业的业务调整、创新和转型。然而,这一领域的研究仍然非常不发达。由于新型新冠肺炎的爆发,酒店面临着前所未有的压力,迫使许多酒店暂时或永久关闭。本研究的目的是评估新冠肺炎对加纳博诺地区酒店的影响,因为目前协议有所放宽。设计/方法/方法使用定量方法,采用分层和有目的的抽样方法,博诺地区的174名酒店经理回答了与他们的业务如何受到新冠肺炎大流行影响有关的研究问题。调查结果显示,酒店中最突出和反复出现的措施是应用卫生标准、员工培训和意识、减少员工与客人的接触以及确保客人和员工都有一个更安全的环境。研究局限性/含义该研究的样本框架涵盖了加纳波诺地区星级较低的酒店,从价格实惠到质量和服务三星不等。酒店应强调为员工提供持续培训和教育的重要性,以使他们做好应对疫情爆发的准备。实际意义因此,该研究表明,酒店运营商提供创新、迷人和愉快的住宿体验,可以提高客户的真实幸福感,并为客户提供从体验中获得积极、难忘体验的可能性。社会含义学术界和酒店管理者需要通过分析客户期望的变化和行业恢复措施来影响疫情后行业最佳实践的良好变化,从而为酒店营销的理论发展做出贡献。原创性/价值本研究对服务提供系统模型研究的知识体系做出了重大贡献,因为它是以博诺地区为例研究新冠肺炎期间酒店业务运营和活动的初步研究之一。讨论了应对这场危机的理论、管理和政策影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
3.20
自引率
7.70%
发文量
41
期刊介绍: African Journal of Economic and Management Studies (AJEMS) advances both theoretical and empirical research, informs policies and practices, and improves understanding of how economic and business decisions shape the lives of Africans. AJEMS is a multidisciplinary journal and welcomes papers from all the major disciplines in economics, business and management studies.
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