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Theories, constructs, and methodologies to study COVID-19 in the service industries

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  • Jesús Cambra-Fierro
  • Lily (Xuehui) Gao
  • Iguácel Melero-Polo
  • Lia Patrício

Abstract

Despite the wide variety of literature on the impact of the COVID-19 pandemic in the service industry, there is still a lack of an integrated systematized view of these multiple impacts. This study contributes to service research by identifying a variety of academic and managerial perspectives about the influence of COVID-19. We pay attention to the service industry, but with an especial focus on the tourism and hospitality industries, which have been more severely affected.This paper presents two multi-approach studies blending a systematic literature review (SLR) and a focus group methodology. Hence, it integrates and synthesizes the main results of the two studies considered to assist researchers and practitioners. It offers a complete overview of the state of the art and identifies three key service trends that have been accelerated by COVID-19: (1) the increasingly digital and autonomous customer; (2) the growing potential of data-driven services versus privacy concerns, and (3) the evolution from firm-centric to customer-centric and networked business models. Finally, this study provides relevant theoretical implications where we suggest relevant theories, constructs, and methodologies for future research to advance the current knowledge, and useful guidelines for business managers to better understand how to respond to market changes.

Suggested Citation

  • Jesús Cambra-Fierro & Lily (Xuehui) Gao & Iguácel Melero-Polo & Lia Patrício, 2022. "Theories, constructs, and methodologies to study COVID-19 in the service industries," The Service Industries Journal, Taylor & Francis Journals, vol. 42(7-8), pages 551-582, June.
    • Handle: RePEc:taf:servic:v:42:y:2022:i:7-8:p:551-582
    DOI: 10.1080/02642069.2022.2060209
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    Cited by:

    1. Kuosmanen, Natalia & Pajarinen, Mika & Heshmati, Almas, 2024. "An Analysis of Digitalization and Firm Performance in Finland’s Private Service Industries," ETLA Working Papers 117, The Research Institute of the Finnish Economy.
    2. Ji-Hoon Park & Ribin Seo, 2024. "A contingent value of bricolage strategy on SMEs’ organizational resilience: lessons from the COVID-19 pandemic," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    3. Arenas Gaitán, Jorge & Ramírez-Correa, Patricio E., 2023. "COVID-19 and telemedicine: A netnography approach," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    4. Xiaochen Lin & Hai Long & Yu Chen, 2024. "Looking Back Deeper, Recovering up Better: Resilience-Oriented Contrarian Thinking about COVID-19 Economic Impact," Sustainability, MDPI, vol. 16(15), pages 1-25, August.
    5. Vatankhah, Sanaz & Bamshad, Vahideh & Altinay, Levent & De Vita, Glauco, 2023. "Understanding business model development through the lens of complexity theory: Enablers and barriers," Journal of Business Research, Elsevier, vol. 155(PA).

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