Hospitality Status: It’s Complicated - the Impact of Stakeholder Relationships on Restaurant Resilience During COVID-19

The interactions between restaurant operators, policy makers and other stakeholders during COVID-19 were examined to identify the actions that contributed the most to the restaurant industry’s efforts to ensure continuity and build resilience. Thematic analysis of media articles and in-depth interviews with restaurant operators were used to analyze the restaurant industry’s response to the crisis in real time. Findings showed that customer loyalty and supplier goodwill played a crucial role in building resilience. Government subsidies preserved a critical aspect of customer loyalty, namely interpersonal relationships between guests and frontline service staff. The technology sector provided education and services at reduced or no cost, effectively speeding up the digitalization of the industry.