United States

customer behavior

guest

online reviews

hotel management

uncertainty

Dear Delegates, 

On behalf of the organizing committee at UCF Rosen College of Hospitality Management and Elsevier, I have the greatest pleasure to welcome you to the **6th World Research Summit for Tourism and Hospitality: Resilience, Adaptability, and Innovation.** 

Though we cannot host you this year owing to Covid-19 at our beautiful resort-like campus in Orlando, Florida, we believe this virtual and live-streamed conference will provide an interactive, dynamic, and shared international platform for global academics and practitioners to discuss how to enhance research applications and knowledge management through resilience, adaptability, digital intelligence, innovation, and smart knowledge in bringing our industry and research back to normal. This summit particularly offers unique opportunities to unfold and embrace various repercussions of COVID-19 pandemic with various stakeholders, including academic researchers, industry professionals, and government officials, through dialogues on how to better utilize research outputs for the benefits of the industry, in a resilient, intelligent and innovative way. 

I hope you will agree that we have put together a wonderful program including keynote speeches, panel discussions, concurrent presentations, poster sessions, and best paper recognition and award ceremony. We hope you will take advantage of these activities and engage yourself with great learning and sharing opportunities during the two days of the Summit. Thank you for joining us and we look forward to our discussions! 

Sincerely, 
Dr. Youcheng Wang 
Dean and Preeminent Chair Professor

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TOUR 2021

This paper analyses the impact of guest uncertainty before Covid-19. In this research 1909 on-line reviews were taken from booking.com and tripadvisor.com in a term between: December 2018 and January 2020 of 5 different hotels: winery hotel, island hotel, mountain hotel and two city hotels: one in capital and one in touristic city. All are in different regions in Europe. The results of the research revealed that 7% of the reviews include any guest uncertainty.The study also showed that more uncertainty appears in tripadvisor.com [http://tripadvisor.com] reviews than in booking.com [http://booking.com] reviews. What is more, more uncertainty is pointed in the specific segment of travel - leisure. It looks like this is the segment where the guests really are tuned to the best service and product. They plan they vacation and they want it to be perfect. They are also more likely to write a review that says all pros and cons of their stay. The most guest uncertainty cases were noticed at the island hotel, as typical vacation destination. And the guests like their vacation to be perfect. When the guests travel to such hotels (or any other vacation properties), the research presented the fact that the guest uncertainty seems to be the highest in months of July, August and September. It is probably due to the fact that choosing vacation spot, the guests try to analyze all the information about the property, but for some reason they cannot find it all. In conclusion, this study emphasizes the need for hotel managers to focus more on educating guests what exactly the hotel can offer. They should not leave it to other guests in their reviews. Once the guest is informed well, they know what to expect and that way the guest’s disappointment maybe be limited.

Guest uncertainty before the era of Covid-19

technical paper

Constructing a memorable hotel stay: A dynamic customer experience journey approach

Consumer spending and hospitality and tourism businesses’ adaptation amid COVID-19: A qualitative research

How tourists' experience of value co-creation affects their green behaviors? The mediating role of STE and QOL

The factors influencing International tourists' travel behaviors

Covid-19 impact and survival strategy in domestic tourism market: Analyzing the influence of encouraging factors

A study of the relationship between organizational culture, CSR and SDG: A hospitality perspective

Exploring the influence of tourist ethnocentrism on resident attitudes and behavioral intentions towards local travel

Post covid-19 mountain tourism revival

Utilizing social media data in tourism demand forecasting: The mixed-frequency data sampling approach

The role of inertia and nostalgia on restaurant customers’ continuance intentions

poster

https://d3smihljt9218e.cloudfront.net/transcript/30764/subtitle/f89b949d86c2b5bd8e06210862026215.vtt

English (automatic)

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Guest uncertainty before the era of Covid-19

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Constructing a memorable hotel stay: A dynamic customer experience journey approach

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