This study investigates the effects of supply chain (SCRE) and robustness (SCRO) on COVID-19 super disruption impacts and firm's financial performance by mobilizing the resources orchestration theory (ROT) as the main theoretical framework. We adopt structural equation modeling analysis of data collected from 289 French companies. The findings reveal the significantly positive influence of resources orchestration on SCRE and SCRO and the role of the latter in mitigating the pandemic disruption impacts. Notwithstanding, depending on whether the measures are objective or subjective, the effects of SCRE and SCRO on financial performance vary. Overall, this paper presents empirical evidence of the influence of both of SCRE and SCRO on pandemic disruption impacts and financial performance. Furthermore, this research provides insights to guide practitioners and decision makers regarding resources orchestration and the deployment of SCRE and SCRO.

The COVID-19 pandemic has brought in many unique challenges and opportunities for patient care, and one is online healthcare practices. Patient satisfaction with online consultation is primary importance as online healthcare practices are evolving with time. Although previous research has examined how patient satisfaction with online doctor services can be further improved, there has been scant research on the satisfaction with online doctor services concerning Indian patients. Within the framework of service science theories, this study examines satisfaction and sentiments of Indian patients with online doctor services from multiple perspectives. A total of 38019 patient online feedback for 343 doctors was used for understanding patient sentiments. The sentiment analysis classified the reviews of the patients on online doctor consultation services. The finding suggests that healthcare service providers consider a systemic approach that includes core health services along with technical and marketing factors to proactively improve online patient satisfaction.

As a sudden, external event, the COVID-19 pandemic rapidly disrupted the workplace and required organizations to digitalize their working approaches. To understand how such external events affect organizations in the short- and long-term, we investigated the case of a higher education institution's administration, which combines features of public and private organizations. We applied a longitudinal case study and conducted interviews with 39 German higher education institution (HEI) employees at two time points during the first (2020) and second (2021) lockdown. Content analyses revealed that a general openness toward change and distinct technical infrastructure enabled efficient coping with the pandemic despite struggles with digitalization and rigidity. Advantages in work outcomes were contrasted with losses in social interactions. Flexible models (e.g., working from home or the office) were desirable long-term work concepts. We integrated our findings in a framework on factors that contribute to supporting organizational adaptations and derived practical recommendations.

The COVID-19 pandemic enhanced social media communications at a time individuals were unable to leave their homes due to the lockdown measures. A lack of research has been identified on how destination marketing organizations use social media during global health crises. Addressing this gap, the present research uses a mixed-method approach to examine the use of Instagram by Milan and Paris' Destination Marketing Organizations before and during COVID-19 and user engagement with it. Via a quantitative content analysis, Study 1 reveals communication differences between destinations and a change in promotion focus during the pandemic. Both DMOs focus on posts portraying "Culture, History and Art", which signifies stability and eternity as opposed to uncertain times. Using a thematic analysis, Study 2 reveals that both organizations promoted pro-social behavior also by employing influencers. Overall, research results document tourism organizations' pro-social use of social media during a global health crisis.

The impact of pandemics on the tourism industry should be explored from the perspective of those who will travel, go to the tourist places on vacation, and avail services from tourism and hospitality-related organizations. This study has aimed to identify the reasons for the changed human psychology towards tourism during the COVID-19 Pandemic to develop an attitude-behavioral model. This investigation thus conducted an extensive empirical study among tourists to capture their social, emotional, and financial beliefs. The research then examined the measurement model through confirmatory factor analysis (CFA) before investigating the cause-effect relationship through the structural model. Analysis revealed that the negative effect of attitude on behavioral intention toward this new equilibrium is controlled by the emotional aspect of attitude. Furthermore this paper made several contributions to the literature on human psychology, crisis management, human behavior, marketing, and tourism.

During the onset of the COVID-19 pandemic and the subsequent lock-down, digital platforms like Zoom became essential for remote work. Yet at the same time, substantial security and privacy risks made the headlines. Using the lenses of Naturalistic Decision-making and the Theory of Multilevel Information Privacy, we find diverging responses to well-documented security risks of Zoom use in educational environments. We identify-three distinct response patterns, which we name the 'Agnostic', the 'Pragmatic' and the 'Sceptic', and show how the interplay of the salient social identity, personal privacy norms, and the privacy calculus guides the dynamic of privacy decision-making in light of experiential feedback, and the developing public discourse about security risks. We provide empirical evidence for multilevel decision-making and highlight the contextual and social nature of privacy decision-making about platform mode of use for remote work.

The Covid-19 pandemic has pushed the Intensive Care Units (ICUs) into significant operational disruptions. The rapid evolution of this disease, the bed capacity constraints, the wide variety of patient profiles, and the imbalances within health supply chains still represent a challenge for policymakers. This paper aims to use Artificial Intelligence (AI) and Discrete-Event Simulation (DES) to support ICU bed capacity management during Covid-19. The proposed approach was validated in a Spanish hospital chain where we initially identified the predictors of ICU admission in Covid-19 patients. Second, we applied Random Forest (RF) to predict ICU admission likelihood using patient data collected in the Emergency Department (ED). Finally, we included the RF outcomes in a DES model to assist decision-makers in evaluating new ICU bed configurations responding to the patient transfer expected from downstream services. The results evidenced that the median bed waiting time declined between 32.42 and 48.03 min after intervention.

In business-to-business (B2B) operations, prior studies have mainly explored transaction-based relationships with both buyers and suppliers opportunistic behaviors, driven largely by their intent to maximize their own benefits. These studies have also found that dependency on partners increases when supply materials are scarce. However, research is scant on how this relationship changes in the face of exogenous forces such as the COVID-19 pandemic, keeping in mind the ethical perception considerations. This study aims to bridge this gap in the literature by studying how buyers and sellers leverage collaboration and resource-sharing to tide over pandemic-like situations similar to the current COVID-19 pandemic while considering their ethical perceptions. We conduct a multi-methodological study consisting of an industrial survey and an interview-based thematic analysis. In the first phase, we collect primary data using a structured questionnaire and conduct a covariance-based structural equation modeling (CB-SEM) analysis. In the second phase, we conduct a post-hoc test. We find that non-regular suppliers will share strategic resources with buyers during uncertain times (e.g. COVID-19 pandemic) if they have a high ethical perception of the buying firm and share a candid relationship despite being their irregular customers. Our findings propose that B2B firms should maintain healthy relationships with alternative suppliers to build trust and avoid supply crises in times of disruptions.

The COVID-19 pandemic has changed consumer behavior substantially. In this study, we explore the drivers of consumer mobility in several metropolitan areas in the United States under the perceived risks of COVID-19. We capture multiple dimensions of perceived risk using local and national cases and death counts of COVID-19, along with real-time Google Trends data for personal protective equipment (PPE). While Google Trends data are popular inputs in many studies, the risk of multicollinearity escalates with the addition of more relevant terms. Therefore, multicollinearity-alleviating methods are needed to appropriately leverage information provided by Google Trends data. We develop and utilize a novel optimization scheme to induce linear models containing strictly significant covariates and minimal multicollinearity. We find that there are a variety of unique factors that drive mobility in different geographic locations, as well as several factors that are common to all locations.

This paper aims to identify the revised international marketing strategies in communication during the COVID-19 pandemic by utilizing the firm's resources and capabilities. We conducted in-depth interviews and a questionnaire survey with key stakeholders of retail organizations which changed their digital marketing strategies during COVID-19. The data is collected from 587 respondents from different parts of the world through resource orchestration theory. The qualitative findings support a high degree of association among the firm's resources and capabilities, leveraging processes based on the revised international marketing strategies during the COVID-19 pandemic. We have developed a conceptual model based on these findings with six variables: leveraging process of the firm's capabilities information technology-related resources; information technology-related capabilities, dynamic capabilities, environmental uncertainty, and leveraging process of the firm's resources. However, environmental uncertainty and leveraging of the firm's resources were not influential in forming digital marketing strategies during COVID-19. This study proposes a new process for international marketing managers in business organizations to restructure the resources within their organizations by creating new capabilities and leveraging them.

The COVID-19 pandemic requires firms to adequately respond. In this study, we first explore in our empirical data how firms responded to the COVID-19 crisis and identify five tactical response , operational, digitalization, financial, supportive, and organizational responses. Furthermore, our findings indicate that responses vary in ; Some firms act on their own, while others engage in collaborations. Finally, we find that the response is different across firms, as some firms leverage potential and others primarily mitigate risk. Second, we follow an event study design to measure the financial implications of these responses. We find that responses to the COVID-19 pandemic generally entail a positive stock market reaction. Financial and digitalization responses, as well as risk mitigation responses, are consistently evaluated positively. We discuss our findings in context of different theoretical lenses, substantiating the emerging literature on the COVID-19 crisis, and the established literature on crisis response management.

Consumer animosity captures negative attitudes to foreign products and impacts willingness to buy them. Existing constructs nevertheless fail to account for an emerging dimension: pandemic animosity. This article heeds recent calls to develop a pandemic animosity measurement scale. Its purpose is to: (i) extend Klein et al.'s (1998) animosity model by adding the pandemic animosity construct, (ii) provide a measurement scale for pandemic animosity, and (iii) explain how pandemic animosity impacts consumers' willingness to buy. Study 1 analyzes qualitative data from in-depth personal interviews with NVivo to identify themes and codes. An expert panel helped reach consensus of all indicators. Study 2 filters scale items using a pilot sample. Study 3 validates a 12-item scale with a larger representative sample. The results contribute to the consumer animosity literature by confirming the existence of pandemic animosity, providing an actionable measure, and confirming its negative impact on consumers' willingness to buy.

The covid-19 pandemic has shocked society greatly, causing many changes in people's lives. One of these changes relates to leisure and how we relate to others. Videogames became one of the first entertainment options during the pandemic, making the video game industry and the pharmaceutical industry-one of the least affected by economic slowdown. This study analyzes how Twitch and sustainability jointly influence the stock returns of major videogame companies before and during Covid-19 using panel fsQCA analysis. The results show a positive relationship between Twitch, sustainability, and stock returns in video game companies, but this relationship differs yearly, being stronger during the Covid-19 period.

Recent years have witnessed an increased demand for mobile health (mHealth) platforms owing to the COVID-19 pandemic and preference for doorstep delivery. However, factors impacting user experiences and satisfaction levels across these platforms, using customer reviews, are still largely unexplored in academic research. The empirical framework we proposed in this paper addressed this research gap by analysing unmonitored user comments for some popular mHealth platforms. Using topic-modelling techniques, we identified the impacting factors (predictors) and categorised them into two major dimensions based on and . Findings from our study suggest that , , and emerge as significant predictors for delivering a positive user experience on m-health platforms. Next, we identified substantial moderating effects of on the predictors related to and such as and . Further, we also identified the top predictors for successful user experience across these platforms. Recommendations from our study will benefit business managers by offering an improved service design leading to higher user satisfaction across these m-health platforms.

Vaccination offers health, economic, and social benefits. However, three major issues-vaccine quality, demand forecasting, and trust among stakeholders-persist in the vaccine supply chain (VSC), leading to inefficiencies. The COVID-19 pandemic has exacerbated weaknesses in the VSC, while presenting opportunities to apply digital technologies to manage it. For the first time, this study establishes an intelligent VSC management system that provides decision support for VSC management during the COVID-19 pandemic. The system combines blockchain, internet of things (IoT), and machine learning that effectively address the three issues in the VSC. The transparency of blockchain ensures trust among stakeholders. The real-time monitoring of vaccine status by the IoT ensures vaccine quality. Machine learning predicts vaccine demand and conducts sentiment analysis on vaccine reviews to help companies improve vaccine quality. The present study also reveals the implications for the management of supply chains, businesses, and government.

Given the challenges facing companies in communicating corporate social responsibility (CSR) initiatives amid the pandemic, this study focuses on the effects of CSR appeals in COVID-19 advertising. Using the Ordered Protection Motivation model and CSR literature as the foundation, this study examined the interaction effect between CSR appeal (altruistic CSR vs. strategic CSR) and threat intensity (low vs. high) of the crisis depiction featured in the ad on consumers' responses. Results revealed the moderating role of threat intensity on the relationships between CSR appeal and consumers' responses, such that altruistic CSR appeal outperformed strategic CSR appeal when consumers were exposed to an ad featuring a high-threat crisis depiction, whereas the two appeals yielded similar effects when the ad featured a low-threat crisis depiction. In particular, altruistic CSR appeal (vs. strategic CSR appeal) generated greater message credibility, stronger feelings of warmth, and lower CSR skepticism, resulting in more favorable ad and brand attitudes and stronger purchase intentions, but only in the high threat condition.

How can firms turn their COVID-19 pandemic-driven digitalization efforts into sustainable digital transformation? Firms accelerated their digitalization efforts during the global pandemic to an emergency speed. This speed of implementation of digital technologies left organizations with little time to adapt their structures, processes, and culture to the new environment. We argue that firms currently remain in a stretched operations mode that will either bounce back to normal after the pandemic or ultimately lead to organizational failure. Seven in-depth case studies based on 11 interviews of top management support our argument and show that, during this crisis, firms have been operating in a state of exception. We take an organizational elasticity perspective to investigate this status and develop an agenda for firms to facilitate sustainable digital transformation. Our study provides important insights into organizational elasticity as a framework to manage the long-term organizational impact of the current pandemic.

The COVID-19 pandemic crisis has forced firms to leverage information and digital technologies to resist its disruptive effects. The shift to digital, however, requires the availability of information infrastructure, such as enterprise resource planning (ERP), that can enable effective digitisation of processes and practices. This paper investigates the role of the pandemic crisis on boosting intentions to adopt ERP systems in SMEs by mitigating the barrier factors that hinder their adoption. To investigate the impact of the pandemic on ERP adoption decisions, we ran a quantitative study among 147 SMEs in the Veneto region in Italy and applied a fuzzy set qualitative comparative analysis model to study them. Our results show that the pandemic crisis has boosted this adoption, shaping the configuration of conditions that characterise ERP adoption.

The COVID-19 pandemic created significant challenges for the British pub industry, due to the uncertain conditions caused by the virus, changes in consumption patterns and government measures. Studies recommend that organisations adopt innovative and flexible business models to generate added value for customers and other stakeholders as a survival and growth strategy. However, such measures require business ecosystems which encourage co-creative engagement. This qualitative study extends the concept of value co-creation beyond its current boundary as a customer-driven experiential paradigm, reconceptualising it as a driver for societal benefits. Over the period March - December 2020, we carried out in-depth interviews with pub and brewery owners, managers, and customers, combined with netnographic and offline observations of pubs' engagement with customers. We uncovered three stages of strategies and innovation during this period, which we term 'survive', 'secure', and 'sustain'. We demonstrate how multiple stakeholders benefit from the innovations of pubs and breweries negotiating each stage, advancing current scholarship on sustainable value co-creation.

The disruptions to the global hospitality industry have been accelerated, particularly after the emergence of the COVID-19 pandemic. As such, it is even more important for scholars to focus on future research that addresses the most relevant and important industry-specific challenges. In this paper, we analyze the recent hospitality research and industry trends to identify the topics that have received the most attention, and then compare these trends to the survey results from two key industry stakeholders - academics (N = 67) and practitioners (N = 235) - regarding the most important short- and longer-terms research priorities. Overall, the findings suggest that both stakeholder groups have placed supply and demand characteristics, as well as technology, as the industry's most pressing priorities in both the short- and longer-term future. The relative importance of safety and cleanliness is expected to decline over time while environmental sustainability will gain increasing attention in the future.

Peer-to-peer (P2P) accommodation markets have been disrupted by the COVID-19 pandemic. However, little attention is paid to how to remedy the disruption in terms of P2P accommodation performance. This study empirically investigates the spatially heterogeneous COVID-19 disruptions in the Airbnb business and offers place-based remedying strategies through local resources, including tourism clusters and community resilience. Using real data on Airbnb operating performance and local resources in Florida, we employ spatial econometric models and visualization techniques to estimate the pandemic-disrupted Airbnb performance model. The results show that leisure and hospitality clusters and three resilience resources-social, community capital, and environmental-had spatially heterogeneous effects on Airbnb revenue and booking performance across Floridian counties during the pandemic. Furthermore, community resilience moderated the effect of tourism clusters on Airbnb performance across individual and subclustered counties. These findings enable P2P accommodation hosts and policymakers to adopt destination-specific remedying strategies to cope with the pandemic.