How COVID-19 influences the future of service management professions

PurposeCrises influence individuals’ career development. The COVID-19 crisis has global impacts in financial, health and social aspects and service industries are at the forefront of the pervasive impacts. This study investigated how college students’ perceptions of COVID-19 interplayed with self-efficacy on their academic plans and further identified major differences between students in service-oriented and nonservice-oriented majors.Design/methodology/approachA self-administered online survey was conducted with 299 undergraduates at a large Midwestern university during COVID-19. Regression analyses, including conditional analyses, examined the study hypotheses using SPSS.FindingsThe results showed that, in general, students’ self-efficacy reduced their intentions to change their academic majors. The joint effects of self-efficacy and perception of COVID-19 diverged among students in nonservice-oriented majors but converged among students in service-oriented majors (e.g. hospitality and tourism). These students in the service fields showed more commitment to their current majors even as their concerns about the social implications of COVID-19 increased.Practical implicationsThis study suggests that academic institutions should try to improve students’ self-efficacy to maintain their career commitments during crisis times. Furthermore, service organizations should highlight the importance of social aspects as recovery from COVID-19 begins as a tool to recruit college graduates.Originality/valueThe literature on career decisions of students in service industries is quite limited. This study enriches the body of career decisions research in the context of service management by highlighting how service sectors are influenced by COVID-19.