Perception, Reaction, and Future Development of the Influence of COVID-19 on the Hospitality and Tourism Industry in China

The present study examined the perception, reaction (i.e., possible measures), and future development from the perspectives of hotel and tourism practitioners and experts to investigate the influence of coronavirus disease 2019 (i.e., COVID-19) on the hospitality and tourism industry in China. After conducting 58 in-depth interviews among hotel and tourism practitioners and experts, feasible and practical measures were proposed to reduce such influence and predict the future development of China’s hospitality and tourism industry. Findings indicate that the influence of COVID-19 on the industry is perceived mainly through the pandemic’s economic and social effects. Possible measures that can be adopted for the recovery of China’s hospitality and tourism industry include the following aspects: government financial support, employee relationship management and electronic (e)-training, business marketing management, and industry co-operation network. A Perception-Reaction-Predication (PRP) crisis model is also proposed.

Users Versus Non-users: The Impact of Experience on Hotel Guests’ Attitudes Towards Service Robots in Hotels

The use of robotics and artificial intelligence have created a shift in the ways the service-based hospitality and tourism industry can fulfill the needs and wants of consumers that were earlier fulfilled only by humans. Robots have added the automation and self-service experience that play a vital role in the improvements of efficiency, speed, and the overall experience for the guests using technology. While there are many benefits of using robots in the industry, there are also risks associated with the excessive usage of robots on guest experience. As a result of the pros and cons on the topic, it is very important to gather data and analyze the results to further investigate and understand what the outcomes will be for the industry, its employees, and its customers. The purpose of this study is to examine the perceptions of the use of robots in the hotels as perceived by hotel guests who used a service robot and who did not. A self-administered survey was developed, and 939 usable responses were collected from hotel guests. Factor analysis showed that five factors emerged in the study: Advantages, Attitudes, Disadvantages, Pandemic Related, and Fear. Guests recognize the opportunities that service robots are bringing to their experience while voicing their concerns and fears about the use of them. Findings also showed that there are significant differences between users and non-users.

City Branding and Sustainable Destination Management

The hospitality and tourism industry has struggled to deal with the challenges faced after the COVID-19 pandemic began in 2020 [...]

The Hotel Strategy during the Pandemic of COVID-19: The Case of Secondary Cities

The pandemic of COVID-19 has given a disaster to the business industry. Many businesses have to concede that they have to suffer financially because of this situation. One of those businesses that suffered is the hotel business. Many hotel companies have to find a strategy to ensure their relationship between the main city (head office) and secondary cities (branch office) working seamlessly to mitigate this crisis. The primary purpose of this study is to investigate how the hotel industry is handling the challenges during pandemic COVID-19 in the secondary cities. This study adopted qualitative research with 12 semi-structured interviews from various hotel managers in multiple cities. The result showed some discrepancies in the interrelationship between the head office and the branch office in secondary cities, creating uncertainties among them. This study contributed to the crisis management literature in hospitality and tourism industry by exploring the challenges from the pandemic of COVID-19 among cities in Indonesia.

Examining a model of tourist loyalty in homestay tourism village balkondes Borobudur area in the new normal period

<p>Tourism business is affected by Pandemic Covid-19. Tourist loyalty was proven as an important key for the recovery of tourism business, including homestays in tourism villages. Therefore, this study aims to examine the model of tourist loyalty in homestays tourism village Balkondes Borobudur area in the new normal period. The quantitative study was conducted by developing a questionnaire to get primary data from 100 respondents who have stayed in a homestay tourism village Balkondes Borobudur area in the new normal period more than once as samples. Data were analyzed by Structural Equation Model (SEM) with AMOS, and Sobel Test to examine the mediation effect. The results show that service quality and image has a positive and significant effect on tourist satisfaction, tourist trust, and tourist loyalty. Moreover, tourist satisfaction and tourist trust proved that these variables mediate the relationship between service quality and tourist loyalty, and between image and tourist loyalty. The results have implications for the homestay tourism village manager to improve the quality of services based on health protocols and CHSE, communicate a positive image to guests through a marketing communication mix, to increase guest satisfaction and trust. Thus, it is hoped that the guests who have stayed will become loyal guests so that the business can survive and be sustainable. This study extends the literature related to the implementation of the tourist loyalty model in the hospitality and tourism industry, especially homestays in tourism villages.</p>

A critical review of smart hospitality and tourism research

Purpose This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research. Design/methodology/approach Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers. Findings Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand. Practical implications Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry. Originality/value This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.