Highlights Carried out content analysis of interview responses from industry experts on COVID-19 pandemic. Presented the identified themes that emerged from the qualitative study. Interview focused on senior personnel from star category hotels and some from academia. Criticality of the concerns reflected in light of previous researches and future implications discussed.

In the competitive hotel industry, individual hotels find ways to be unique to make their products and services shine amongst others. Hotels do not leave any stone unturned to deliver best of the services to magnetize the customers. Therefore, the purpose of this review paper is to study whether high level of quality service actually leads to satisfied customers and makes them loyal towards a particular hotel brand. Further, the study intends to explore whether SERVQUAL model is applicable for the hotels to satisfy their customers. Papers related to service quality and customer satisfaction were reviewed from the online database. This paper contributes to the existing literature to explore the relationship between service quality and customer satisfaction and suggests that SERVQUAL method can be applied to the hotel industry to measure the customer satisfaction on the basis of five factors known as assurance, empathy, reliability, and tangibility, which will further lead the hoteliers to improvise customer services

All major liver organizations, such as the American association for the study of liver diseases (AASLD), the European association for the study of the liver (EASL), and the Asian-Pacific association for the study of the liver (APASL), consistently recommend therapy for patients with liver damage and complications. [6,7] However, these recommendations for treatment of chronic hepatitis B

PurposeAn extant literature review of hospitality manpower performance reveals the scarcity of green skills among young graduates of hospitality management in the Asian context. Studies signal the discrepancy between knowledge imbibed and skills acquired. The current study is a call to action to identify the barriers to green training at the academic level.Design/methodology/approachThe paper is based on a qualitative investigation by senior academics from Asian countries. Thematic analysis is the primary method deployed.FindingsFour major themes emerged from the analytical exercise. They include lack of resources, policies and regulations, an overburdened curriculum and awareness. Interestingly, the themes are in tandem with the Tourism Education Futures Institute (TEFI) value framework for nurturing sustainability practices in the hospitality industry through systematic programming of hotel management education.Practical implicationsIn order to meet the United Nations Sustainable Development Goal 2030 (Goal 4) of ensuring lifelong strategic education to foster sustainability, the green skill–knowledge gap must be bridged at the academic level. The current paper sheds light on how the synergy between industry and academia can address this knowledge–skill gap and develop sustainable capacities in the long run.Originality/valueThis study used a qualitative dataset, and the findings contribute to the sustainability literature. Further studies can be undertaken using big data in varied settings.

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