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This study aims to investigate the thermal creep behavior of steel frame assemblies with shear tab connections subjected to transient-state fire temperatures. Different key parameters are investigated to study their effect on the global response of the steel frames in fire.

Finite element (FE) models of connection assemblies are first analyzed using Abaqus under transient-state temperature conditions and validated against experimental work available in the literature. Upon acquiring the validated conditions, parametric studies are carried out to study the effect of key geometric and heating parameters on the overall response of the frame assembly to fire temperatures. Thermal creep material is also incorporated in the analyses through a user-defined subroutine, and a comparison between including and excluding creep material is illustrated to show the effect of thermal creep on the structural behavior.

The results reported herein indicate that having a rigid column increases the thermal-induced axial forces, thus increasing the development of thermal creep strains. Slow heating rates can cause axial stress relaxation in the restrained beam and increase the mid-span deflection and consequently the development of beam catenary action. The results also show that reaching higher initial cooling temperatures and having longer cooling phase durations result in more tensile forces at the end of the cooling phase.

Previous studies were limited to isolated steel connections under steady-state conditions. This study investigates the creep behavior of shear tab connection assemblies under transient-state conditions of fire when creep effects are explicitly considered. This can provide a rational and realistic assessment of the steel behavior in fire events.

The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel’s customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT).

The SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique.

The empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention.

The use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered.

Theoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today’s competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer’s health protection, meets customer’s newly prompted expectations and needs and ensures resilience during unsettled times.

This study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.