This research examines the role of hotel employees' satisfaction with their organization's COVID-19 responses in reducing their perceived job insecurity (PJI) and maintaining their job performance (JP). We conducted two studies using an explanatory sequential mixed-methods design. The results indicated that employees' satisfaction with organization COVID-19 responses (SOCV19R) positively influences JP and moderates (1) the positive association between perceived health risk associated with COVID-19 (PHRCV19) and PJI and (2) the negative link between PJI and JP. Unexpectedly, PHRCV19 was found to positively affect JP, and the moderating effect of SOCV19R on the relationship between PHRCV19 and JP was significant and positive. We also found that PJI has a mediating role in the PHRCV19-JP relationship. This study fills a significant gap in hospitality research by exploring the role of the organization's crisis responses in tempering the impact of perceived health risk of a global health crisis on hotel employees. Theoretically, this research revealed that employees' SOCV19R helps raise JP, mitigate the positive influence of PHRCV19 on PJI and the negative impact of PJI on JP, and strengthen the positive effect of PHRCV19 on JP.

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Purpose This study aims to examine the perceived value of service digitalization in fine-dining restaurants in France. No study exists on this topic, and its aim is to address this research gap. To do so, a conceptual framework of the perceived benefits and costs of the service digitalization was developed. This study also provides actionable recommendations for fine-dining restaurant managers to create and manage an optimized fine-dining experience for their customers. Design/methodology/approach To obtain in-depth information, the authors opted for a qualitative research approach. The authors interviewed 24 fine-dining restaurant managers (listed in the Michelin Guide) and 29 customers of fine-dining restaurants using a video titled “The Restaurant of the Future.” Findings The findings underline the perceived benefits and costs of service digitalization for both restaurant managers and their customers. This study highlights that fine-dining restaurants are highly experience-centric compared to other types of restaurants and recommends which services should be digitalized and which should not be to create and manage experiences throughout the customer journey. Practical implications This research provides restaurants with actionable recommendations in terms of service digitalization to enhance customers’ fine-dining experiences. Originality/value This research fills a gap by proposing a conceptual framework to examine the digitalization of services in fine-dining restaurants.