Christou, Evangelos (Ed.); Fotiadis, Anestis (Ed.); Alexandris, Kostas (Ed.)
Proceedings — Published Version
Restarting tourism, travel and hospitality: The day after

Suggested Citation: Christou, Evangelos (Ed.); Fotiadis, Anestis (Ed.); Alexandris, Kostas (Ed.) (2021) :
Restarting tourism, travel and hospitality: The day after, ISBN 978-618-84798-9-0, International
Hellenic University, Thessaloniki, Greece,
https://doi.org/10.5281/zenodo.5159065
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" Restartin g tourism, travel and hospitality: Th e day after "
Book of Extended Abstracts
Editors:
Evangel os Christou , International H ellenic U niversity
Anestis Fotiadis , Zayed U niversity
Kostas Alexandris , Aristotle University of Thessaloniki
ISBN: 978 -6 18 -8 4798 -9-0
DOI: 10.5281/zenodo.5159065
Authors of manuscripts published in TOURMAN 2021 Book of Abstracts hold the copyright of thei r paper without
restrictions. Work published here is licensed under an Attribution -N onCommercial -N oDerivatives 4.0 International Licence .
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Published by: School of Economics & Business, International Hellenic University. Thessaloniki: Greece, 2021.
DOI: http://doi.org/10.5281/zenodo.5159065
ISBN: 978-618-84798-9-0
UDC: 658.8+338.48+339.1+640(05)
Published online: 15 July 2021

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TOURM AN 2021 B ook of Extended A bstracts
CONTENTS
SCIENTIFIC COMMITTEE ................................................................................................................ 44
ORGANISING COMMITTEE ............................................................................................................ 47
FRIDAY 21 MAY 2021, 16:00 – 18:00 PARALLEL SESSIONS .............................................................. 47
ROOM 1 AIR TRAVEL, S ESSION C HAIR : S PYRIDON A VDIMIOTIS ................................................................ 47
E XPLORING THE I MPAC T O F A IRPORT S ELF - SERVICE T ECHNOLOGY F UNCTIONS ON P ASSENGERS ' E MOTI ONAL AND
F UNCTIONAL VA LUE , AND S ATISFACTION ................................................................................................ 48
Tingting, Lee .......................................................................................................................................... 48
Chen - Kuo Pai ......................................................................................................................................... 48
Chunhui Cai ........................................................................................................................................... 48
H OW TO MITIGAT E THE E FFECTS OF NEGATIVE EVENTS IN TRANSPOR T SECTOR ON TOURISM DES TINATION ............. 51
Lucrezia Maria de Cosmo ................................................................ ...................................................... 51
Luigi Piper .............................................................................................................................................. 51
Antonio Mileti ....................................................................................................................................... 51
Gianluigi Gui do ...................................................................................................................................... 51
M ITIGATIN G CUST OMER S ’ DISSATISFACTI ON WITH SERVICE FAILURES : A CASE STUDY ON AIR TRAVELLERS AT THE TI ME
OF COVID - 19 ................................................................................................ .................................. 54
Giuseppe Catenazzo .............................................................................................................................. 54
Ramesh Roshan Das Guru ..................................................................................................................... 54
C ONSUMERS B EHAVIOUR AND E XPERIENCE TOWARDS F ULL -S ERVICE C ARRI ER A IRLINES : A STUDY ON INTERNATIONAL
STUDENTS AS TRAVELLERS ................................................................................................................... 56
Vicka Camilla Samiun ............................................................................................................................ 56
Wei Chen ............................................................................................................................................... 56
A IRPOR T D IGITALISA TION AN D P ASSENGER E XPERIENCE : G ETTING THE M AGIC AND T HE R EVENUES B ACK ............ 60
Evangelos Kilipiris .................................................................................................................................. 60
Panagiotis Kargi dis ................................................................................................................................ 60
ROOM 2 SPECIA L INTERES T TOURISM, S ESSION C HAIR : F OTIS K ILIPIRIS ................................................. 62
W ELLNESS TOURISM OF R EPUBLIC OF C ROATIA - A CHANCE FOR THE RECUPERATION OF C ROATIAN TOURISM IN THE
POST - COVID 19 PERIOD .................................................................................................................... 63
Romina Alkier ........................................................................................................................................ 63
Vasja Roblek .......................................................................................................................................... 63
Vedran Milojica ..................................................................................................................................... 63
T HE IMPACT OF A MEGA S PORT EVENT IN THE CITY OF A THENS : T HE CASE OF THE A UTHE NTIC M ARATHON ........... 65
Evangelia Kasimati ................................................................................................................................ . 65
Panagiota Dion ysopou lou ..................................................................................................................... 65
Akrivi Diamantako u ................................................................................................ ............................... 65
M EMORABLE T OURISM E XPERIENCES IN BASECO S LUMS B ASED ON T RIPADVI SOR R EVIEWS ............................ 69
Luzviminda O. Tugade ........................................................................................................................... 69
P OST - PANDEMIC DOMESTIC LANGUAGE TOURISM EXPERIENCES IN S PAIN ...................................................... 72

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Laia Tonda ............................................................................................................................................. 72
Montserrat Iglesias ................................................................................................................................ 72
V IRTUAL E XPERI ENCE AS A LTERNATIVE F ORM OF T OURISM ................................................................ ........ 74
Valeria Cocco ......................................................................................................................................... 74
M EMORABLE TOURISM EXPERIENCE IN SLOW CITIES : A NETNOGRAPHIC ANALYS IS IN THE CAS E OF H ALFETI ............ 76
Samet Çevik ................................................................................................ ........................................... 76
Semih SARIİPEK ..................................................................................................................................... 76
P ERCEIVED V ALUE FOR M ONEY AND S ERVICES S ATISFACTI ON IN M OUNTAINEE RING T OURISM .......................... 78
Zafer Türkmendağ ................................................................................................................................ . 78
ROOM 3 COVID 19 AN D HOSPITALITY, S ESSION C HAIR : S OFOKLIS S KOULTSOS ......................................... 80
C HALLENGES AND O PPORTUNITIES FOR H OMESTAY O PERATORS UNDER COVID - 19 N EW N ORMAL C ONDITIONS :
E VIDENCE FROM S RI L ANKA ................................................................................................................ 81
Vindya Hewage ...................................................................................................................................... 81
Ruwan Ranasinghe ................................................................ ................................................................ 81
Τ HE USE OF A IRBNB IN COVID - 19 ERA IN G REECE : A N INTERGENERA TIONAL ANAL YSIS BE TWEEN G ENERATION Z AND
Y. .................................................................................................................................................. 84
Lambros Tsourgiannis ............................................................................................................................ 84
Stavros Valsamidis ................................................................................................................................ . 84
Vasilios Zoumpoulidis ............................................................................................................................ 84
Christos Papachaviaris ........................................................................................................................... 84
A RE HOTEL SHARES REALLY SUFFERING OF COVID - 19 PANDEMIC ? .............................................................. 88
Ronen Shay ................................................................................................................................ ............ 88
Eli Cohen ................................................................ ................................................................................ 88
H OW US C OVID - 19 POLICIES AFFECTED EMPLOYMENT IN SMALL HOSPITALITY AND TOURISM BUSINESSES ............ 90
Arthur Huang, PhD ................................................................................................................................ 90
Mark Baker ............................................................................................................................................ 90
D O COST - CUTTING MEASURES MATTER IN THE COVID - 19? A N ANALYSI S OF HOSPITALI TY EMPLOYEE S ’ CAREER
PERCEPTIONS ................................................................................................................................... 92
Chong Fo Lei .......................................................................................................................................... 92
Xiaoye Li ................................................................................................................................................ 92
Henrique F. Boyol Ngan ......................................................................................................................... 92
ROOM 4 COVID 19 AND DESTINATION MANAGEMENT, S ESSION C HAIR : G IACOM MO D EL C HIAPPA ......... 94
T IME FO R A R ESET ?: P OST -P ANDEMIC "S OUTHERN H OSPITAL ITY " IN C HARLESTON , S OUTH C AROLINA ................ 95
Blake Scott ................................................................................................................................ ............. 95
Daniel Guttentag ................................................................................................................................... 95
Robert Pitts ........................................................................................................................................... 95
Wayne Smi th ......................................................................................................................................... 95
T HE CHANGING F ACE OF TOUR ISM IN A FRICA IN THE ERA OF THE C OVI D - 19 PANDEMIC : A CONCEPTUAL OVERVIEW . 97
Wendy Maga ngqaza .............................................................................................................................. 97
Hilary Kennedy Nji Bama ....................................................................................................................... 97
R ESEARCH ON TOURIST EXPERIENCE AND RECOMMENDATION INTENTION OF VISITING THEME PARK IN POST - COVID
19 ................................................................................................................................................. 99
Yu Pan .................................................................................................................................................... 99
Jian Ming Luo ......................................................................................................................................... 99
Bill Xu ..................................................................................................................................................... 99
COVID - 19 AND THE BEHAV IOUR OF SECTOR - WI SE EMP LOYME NT I N T HE HO SPI TALI TY I NDUS TRY OF THE U NITED
S TATES : L ESSONS FROM THE SHOCKS OF PAST PANDEMICS ....................................................................... 101
Sudeshna Ghosh .................................................................................................................................. 101

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A SNAPSHOT OF TO URISM AND HOSPITALITY IN P ORTUGAL DURING THE COVID - 19 PANDEM IC ....................... 103
Élmano Ricarte .................................................................................................................................... 103
Sofia Almeida ....................................................................................................................................... 103
ROOM 5 COVID 19 AN D TOURISM, S ESSION C HAIR : A NESTIS F OTIADI S ................................................. 105
COVID - 19: T HE IMPACT OF HEALTH RI SK PERCEPTION AND INTOLERANCE OF UNCERTAINTY ON TRAVEL INTENTIONS
................................................................................................................................................... 106
Anastasiya Golet s ................................................................................................................................ 106
Jéssica Farias ....................................................................................................................................... 106
Ronaldo Pilati ...................................................................................................................................... 106
Helena Costa ....................................................................................................................................... 106
T OURISM D EMAND AND THE COVID - 19 P ANDEMIC : A N LSTM A PPROACH ................................................ 109
Stathis Polyzos ..................................................................................................................................... 109
Aristeidis Sami tas ................................................................................................................................ 109
Anastasia Spyri dou .............................................................................................................................. 109
C ROATIAN TOURI SM IN THE COVID - 19 PANDEMIC - CURRENT STATE AND DEVELOPMENTAL PERSPECTIVES .......... 113
Romina Alkier ...................................................................................................................................... 113
Goran Perić .......................................................................................................................................... 113
Vedran Milojica ................................................................................................................................... 113
Tahir Albayrak ..................................................................................................................................... 115
Meltem Caber ..................................................................................................................................... 115
C ONSIDERING O UR V ISITOR I NDUSTRY ’ S D ISPOSS ESSION : S UPPLIER P ERSPECTIVE S ON COVID - 19 ................... 119
U NDERSTANDING THE REL ATIONSHIP BETWEEN R ESTAURANTS ’ S AFETY V IOLATIONS A ND COVID - 19 T RANSM ISSION
................................................................................................................................................... 121
Arthur Huang, PhD ................................ .............................................................................................. 121
Melissa F arboudi J ahromi, Ph D ................................ ........................................................................... 121
Aarash Baktash .................................................................................................................................... 121
P ASSENGER PERCEPTI ONS OF AIRPORT COVID - 19 MEASUR ES : E FFECTS ON PERCEIVED AIRPORT SAFETY AND
SATISFACTION ................................................................................................................................ 123
Ahmet Usakli ....................................................................................................................................... 123
ROOM 6 COVID 19 AND TRAVEL, S ESSION C HAIR : N IKOLA OS T RIHAS .................................................... 125
H EALTH PRECAUTION WHILE TRAVELING AFTER COVID - 19 ...................................................................... 126
Teitler Regev Sharon ........................................................................................................................... 126
Shosh Shahrabani ................................................................................................................................ 126
T RAVELERS ’ RISK PERCEPTION , TRAVEL BEHAVIOR AND TRAVEL INTENTION DURING THE “C ORONAVIRUS ” .......... 128
Mehmet Ertaş ...................................................................................................................................... 128
Burçin Kırlar - Can .................................................................................................................................. 128
COVID - 19 TRAVEL MOTIVATIONS FOR DOMESTIC TOURISM ..................................................................... 130
Samby Fready ...................................................................................................................................... 130
Noela Michael ..................................................................................................................................... 130
T OURISM RESI LIENCE , DEMAND AND COVID - 19: THE EFFECTS OF THE PANDEMIC ON E UROPEAN T RAVEL SENT IMENT
................................................................................................................................................... 133
Eran Ketter ................................................................................................ .......................................... 133
P ERCEIVED RISKS AND FUTURE TRAVEL INTENTIONS : T HE EXPERIENCE OF SOLO FEMALE TRAVELERS .................... 135
Rossella Baratta ................................................................................................ ................................... 135
Vania Vigolo ......................................................................................................................................... 135
Francesca Simeoni ............................................................................................................................... 135
Sonia Andrich ...................................................................................................................................... 135
T RAVEL BEHAVIOUR AND HOLIDAY INTENTIONS DURING THE COVID - 19 PANDEMIC IN G REECE ........................ 138

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Nikolaos Tri has .................................................................................................................................... 138
Konstantinos Va s sakis ......................................................................................................................... 138
Ioannis Kopanakis ................................................................................................................................ 138
John Makridis ................................................................ ...................................................................... 138
Yannis Nikoloudakis ............................................................................................................................. 138
Ioannis Kefaloukos .............................................................................................................................. 138
Evangelos Pallis ................................................................................................................................... 138
Evangelos Markakis ............................................................................................................................. 138
G ENDER AND S AFETY P ERCEPTIONS TO T RAVEL WITHIN COVID - 19 P ANDEMIC C ONTEXT ............................... 141
Cláudia Seabra ..................................................................................................................................... 141
Carla Silva ................................................................ ............................................................................ 141
Manuel Rei s ......................................................................................................................................... 141

ROOM 7 CULTURE AND HERITAGE TOURISM, S ESSION C HAIR : E LENI M AVRAGANI ............................... 144
D ESTINATION BRANDING THROUGH STORYTELLING : THE ROLE OF ENTREPRENEURS IN THE DEVELOPMENT OF
INDUST RIAL TOU RISM ...................................................................................................................... 145
Antonella Garof ano ............................................................................................................................. 145
Francesco Izzo ..................................................................................................................................... 145
Enrico Bonetti ...................................................................................................................................... 145
Barbara Masiello ................................................................................................................................ . 145
A UTHENTICITY , SATISFACTION , BEHAVIOURAL INTENTIONS AND I NTENTION TO VISI T IN VR HERI TAGE TOURISM . .. 148
Marcello A tzeni ................................................................................................................................... 148
Giacomo Del Chia ppa ................................................................ .......................................................... 148
I MAGE OF B ARCELONA FOR C HINESE C ULTURAL T OURIS M AND H ERITAGE T OURISM B ASED ON U SER -G ENERATED
C ONTENT ...................................................................................................................................... 150
Xinge Liao ............................................................................................................................................ 150
Dolores Sánchez Aguilera .................................................................................................................... 150
Francesc Xavier Roigé Ventura ............................................................................................................ 150
I NSTAGRAM ADVER TISING FOR MUSEUM MARKE TING : T ESTING ALTERNATIVE ADVERTISING APPEALS TO ATTRACT
VISITORS ....................................................................................................................................... 153
Shahd Hamdan .................................................................................................................................... 153
Park Beede .......................................................................................................................................... 153

ROOM 8 DESTINATION MANAGEMENT, S ESSION C HAIR : G EORGIOS K OKKINIS ..................................... 155
I MPACTS OF O RGANIZED C OMMERCIAL E VENTS ON L OCAL C OMMUNITY IN S RI L ANKA : E VENT M ANAGERS ’
P ERSPECTIVE ................................ .................................................................................................. 156
Dinusha Disanayake ............................................................................................................................ 156
Ruwan Ranasinghe ................................................................ .............................................................. 156
Dhananjaya Nawar athana ................................................................................................................... 156
N ON - COMPENSATORY COMPOSITE INDICATOR TO MEASURE DESTINATION SUSTAINABILITY IN C UBA ................. 159
Víctor Ernesto Pérez León ................................................................................................................... 159
Ignacio Contretas ................................................................................................................................ 159
José Manuel Ra mírez - Hurtado ............................................................................................................ 159
R EPOSITIONING TOURISM MILIEU OF B UDAPEST FOR THE POST -C OVID - 19: V ISUAL CO NTENT ANALY SIS ............. 162
Gábor Michalkó ................................................................................................................................... 162
Damla Bal ............................................................................................................................................ 162
Éva Erdélyi ................................................................ ........................................................................... 162
R ESIDENTS ’ P ERCEIVED I MAGE OF R URAL A REAS : A G ENERATIONAL A NALYSIS ............................................. 165
Carla Silva ................................................................ ............................................................................ 165
Cláudia Seabra ..................................................................................................................................... 165

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Andreia Pereira ................................................................................................ ................................... 165
José Luís Abrantes ............................................................................................................................... 165
Manuel Rei s ......................................................................................................................................... 165
A PANEL ANALYSIS OF TOURISM ENTREPRENEURSHIP REVITALISATION ......................................................... 167
Alvaro Dias ........................................................................................................................................... 167
Rui Silva ................................................................ ............................................................................... 167
Mafalda Pat uleia ................................................................................................................................ . 167
João Estêvão ........................................................................................................................................ 167
T HESSALONIKI DMO: A B USINESS M ODEL A PPROACH . ........................................................................... 170
Georgios Kokkinis ................................................................................................................................ 170
Spyrοs Avdimiotis ................................................................................................................................ 170
Evangelos Christou .............................................................................................................................. 170
E XPLORING THE IMPACTS OF COVID - 19 ON TOURISTS ’ BEHAVIORAL PATTERNS . T HE CASE OF P IERIA - O LYM PUS
C OASTLINE .................................................................................................................................... 173
Evagelia Xyptera .................................................................................................................................. 173
Efthymia Saranta kou ........................................................................................................................... 173
Alexios Patapio s Kontis ........................................................................................................................ 173

ROOM 9 DESTINATION MARKETING, S ESSION C HAIR : A LEXANDR OS A POSTOLAKIS ................................ . 176
D ESTINATION LOYALTY BEHAVIOUR OF WELLNESS TOURISTS : T HE DESTINATION IMAGE PERSPE CTIVE ................. 177
Tek - Yew Lew ........................................................................................................................................ 177
Ying - Ying Tiong .................................................................................................................................... 177
Fayrene Yew - Leh Chieng ................................................................................................ ................... 177
C OMPARATIVE ANAL YSIS OF USER - GENERATED DE STINA TION IMAGE AND CONVENTIONAL DESTINATION IMAGE S IKK IM
(I NDIA ) AS C ASE S TUDY ................................................................ .................................................... 179
Deep Jyoti Gurung ............................................................................................................................... 179
Vanessa GB Gowreesunkar ................................................................................................................. 179
Chandan Goswami .............................................................................................................................. 179
D OES T OURIST ’ S E NGAGE MENT I NFLUENCE D ESTINATION L OYALTY ? A N A NALYSI S OF T URI SMO DO C ENTR O DE
P ORTUGAL .................................................................................................................................... 182
Catarina Calisto de Freitas ................................................................................................................... 182
Rica rdo Godinho Bilro ................................ ......................................................................................... 182

ROOM 10 EXPERIENCE DESIGN AND MANAGEMENT, S ESSION C HAIR : A IKA TERINI S TAVR IANEA ............ 186
W ILL CO - CREATION EXPERIENCES INCREASE THE POSITIVE MEMORY OF TOURISTS ? T HE ROLE OF I NTERACTIVE QUALITY
................................................................................................................................................... 187
Tien - Ming Cheng ................................................................................................................................ . 187
Wei - Hsiang Lien ................................................................................................................................... 187
H OW T OURISM R ESEARCH USES SENTIMENT ANALYSIS APPROACH : A SYSTEMATIC , BIBLIOMETRIC AND INTEGRATI VE
REVIEW ................................................................................................................................ ......... 190
Thays Cristina Domareski Ruiz ............................................................................................................. 190
Franciele Cristina Manosso ................................................................................................................. 190
A SUSTAINABLE TOURISM DEVELOPMENTA L MODEL FOCUSING ON THE EXPERIENCE OF THE WALKING PATHS OF
A MANI . ........................................................................................................................................ 193
Effimia Papaefthimiou ......................................................................................................................... 193
Charilaos Kalpidis ................................................................................................................................ 193
Aristides Katsai tis ................................................................................................................................ 193
Efthymia Sarantakou ........................................................................................................................... 193
Paris Tsartas ........................................................................................................................................ 193
E XPERIENTIAL MARKETING I N A GASTRONOMIC ATTRACTION : THE CASE OF A TEAHOUSE ................................ . 197

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Polina Chervakova ............................................................................................................................... 197
Margarita L yul edzhyan ........................................................................................................................ 197
Anna Pototskaya ................................................................................................ ................................ . 197
Ksenia Stakhanova ............................................................................................................................... 197
Anastasia Yana kevi ch ................................ .......................................................................................... 197
FRIDAY 21 MAY 2021, 18.00 - 20.00 PARALLEL SESSIONS .............................................................. 200
ROOM 1 COVID 19 AND TOURISM, S ESSION C HAIR : R ISTO R ECHKOSKI ................................................. 200
COVID - 19: C HALLENGES AND P ROSPECTS FOR THE F UTURE I N THE T OURISM I NDUSTRY . C ASE S TUDY A LBANIA . 201
Mirela Tas e .......................................................................................................................................... 201
Manjola Xh aferri .................................................................................................................................. 201
L EGAL INSTRUMENTS FOR HELPING TOURISM SECTOR IN N. M ACEDONIA DURING COVID19 ........................... 203
Risto Rechkoski .................................................................................................................................... 203
E XPLORING THE MAIN ELEMENTS OF A POST C OVID - 19 DESTI NATION MANAGEMENT AND BRANDING ST RATEGY FOR
THE CITY OF K ASTORIA ..................................................................................................................... 205
Soultana Papantina ............................................................................................................................. 205
Nicholas Kara c halis .............................................................................................................................. 205
N EW METAMORPH OSIS OF TOURISM IN THE PANDEMIC ........................................................................... 207
Loredana Dragomir ............................................................................................................................. 207
Adriana Gîrnic eanu .............................................................................................................................. 207
Mirela Mazi lu ...................................................................................................................................... 207
I MPACT OF C OVID - 19 PANDEMIC ON T OURISM IN T URKE Y ....................................................................... 211
Gozdegul Baser .................................................................................................................................... 211
D ETERMINANTS OF N EPALESE TOURISTS ' DECISION MAKING DURING COVID - 19: A PROBIT ANALYSIS ............... 213
Kumar Bhatta ...................................................................................................................................... 213
Prakash Gautam .................................................................................................................................. 213
F RIEND OR PROFESSIONAL CONTACT ? I MPACT OF C OVID - 19 ON PROFESSIONAL NETWORKS I N TOURISM INDUSTRY 216
De niza Alieva ....................................................................................................................................... 216

ROOM 2 CULTURE AND HERITAGE TOURISM, S ESSION C HAIR : D IMITR IA P APADOPOULOU ..................... 218
T HE IMPACT OF SOCIO - DEMOGRAPHICS ON FILM TOURISM S ATISFACTION OF LOCAL RESIDE NTS : T HE CASE OF M UGLA
................................................................................................................................................... 219
Işıl Arıkan Saltık ................................................................................................................................... 219
Filiz Gümüş Dönmez ............................................................................................................................ 219
S WITZE RLAND AND THE B OLLYWOOD F ILM I NDUSTRY : THE CHANGING RELATIONS BETWEEN FILM PRODUCTION AND
TOURISM ...................................................................................................................................... 221
Hania Janta .......................................................................................................................................... 221
A N E XTENDED A TTITUDINAL L OYALTY M ODEL ING OF R OOTS T OURISM IN C HINA : T HE M EDIATING R OLE OF S ENSE OF
S ACREDNESS AND B ELONGING ........................................................................................................... 223
Tao Huang ........................................................................................................................................... 223
Yang Zhang .......................................................................................................................................... 2 23
W INE AN D CULTU RAL TOU RISM AS ONE O F NICHE TO URISM OPPOR TUNITIES IN C ANADA AND S LOVAKIA ............ 225
Marica Mazur ek .................................................................................................................................. 225
I NSTAGRAM USERS SURVEY RESEARCH AND DATA ANALYSIS ANENT ADAPT IVE REUS E TOURIS M POTEN TIAL . ......... 228
Ioannis Vardopoulos ............................................................................................................................ 228
K YOTO AS “ AUTHENTIC ” J APAN : O VERTOURISM , UNDERTOURISM , AND POST -C OVID OPPORTUNITIE S ............... 231
Christopher J. Hayes ................................................................ ............................................................ 231

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ROOM 3 DESTINATION MANAGEMENT, G EORGIA Z OUNI ................................................................ . 233
R EPRESENTATION OF D UBAI – A CASE OF F ILM I NDUCED T OURISM . ........................................................... 234
Fokiya Akhtar ....................................................................................................................................... 234
Noela Michael ..................................................................................................................................... 234
Ayesha Kalban ..................................................................................................................................... 234
S TEWARDSHIP OF T OURISM R ESOURCES IN I SLAND D ESTINATIONS : A D EM AND P ERSPECTIVE IN G ALLURA ......... 237
Gianluca G offi ...................................................................................................................................... 237
Giacomo Del Chia ppa ................................................................ .......................................................... 237
Linda Osti ............................................................................................................................................. 237
T HE CHARACTERI STICS OF SMALL I SLAND STAT ES FACING THE COVID - 19 CRISIS ............................................ 239
Sara García Altmann ............................................................................................................................ 239
Raúl Hernández Martín ....................................................................................................................... 239
C APACITY DEVELOPMENT FOR S USTAINABL E DESTI NATIONS : A C OLLABORATIVE A PPROACH ............................ 242
Rogelio Flores Jr. ................................................................................................ ................................ . 242
Carlos Costa ......................................................................................................................................... 242
U PS AND DOWNS OF TOU RISM IN U KRAINE : THE U NOBSERVED C OMPONENT M ODEL APPROAC H ..................... 245
Łukasz Quirini - Popławski ..................................................................................................................... 245
Natalia Tomcz ewska - Popowycz .......................................................................................................... 245
Sławomir Dorocki ................................................................................................................................ 245
I DENTIFYING D ESTINATION V ULNERAB ILITY TO H AZARDS : A F RAMEWORK FOR DMO I NVOLVEMENT ................ 248
Sergio Alvarez ................................ ...................................................................................................... 248
Frida Bahja ................................................................ ........................................................................... 248
Alan Fyall ............................................................................................................................................. 248
C ITY CARD S , TRANSPORT , AND TOURISM : A STUDY IN DEVELOPING COUNTRIES CITIES .................................... 255
Brenno Vitorino Costa ......................................................................................................................... 255
ROOM 4 DE STINATION MARKETING, E FSTATHIOS V ELISSARIOU ......................................................... 257
P USH AND PUL L FACTORS AS DETE RMINANTS OF DESTINATI ON LOYALTY ...................................................... 258
Maria Iren e Prete ................................................................ ................................................................ 258
Luigi Piper ............................................................................................................................................ 258
Lucrezia Maria de Cosmo ................................................................ .................................................... 258
Antonio Mileti ..................................................................................................................................... 258
Luca Barlettano ................................................................................................................................... 258
Gianluigi Gui do .................................................................................................................................... 258
M ARKETING DESTINATI ONS WITH LOW RATE S OF LOCAL C OVID 19 TRANSMISSION : T HE CASE OF THE A ZORES ISLANDS ,
P ORTUGAL .................................................................................................................................... 261
David Ross ................................ ........................................................................................................... 261
Daniela Fantoni Alvares ................................ ....................................................................................... 261
C ONSUMER B ASED D ESTINATION B RANDING IN S MALL S IZED C ITIES .......................................................... 263
Georgios Tsekouropo ulos .................................................................................................................... 263
Dimitrios Theocharis ........................................................................................................................... 263
C OMPONENTS O F A TOURIST DESTINATION IN THE PERCEIVED IMAGE AND IN INTENTION OF REVISIT AND
RECOMMENDATION ......................................................................................................................... 265
Dylan Valente ...................................................................................................................................... 265
Rui Costa .............................................................................................................................................. 265
R OLE OF S OCI AL M EDIA AND I NFLUENCER M ARKETING I N THE ATTRACT IVENESS OF T OURI SM D ESTINATIONS USING
L OCATION B ASED S OCI AL M EDIA D ATA ............................................................................................... 267
Eleni Kilipiri .......................................................................................................................................... 267
Eugenia Papaioannou .......................................................................................................................... 267

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V IRTUAL R EALITY IN C ULTURAL T OURISM : ACCESSIBILI TY , SUSTAINABILITY AND RESILIENCE ............................. 458
Dimitria Papadopoulou ....................................................................................................................... 458
Ivor Ambro se ....................................................................................................................................... 458
Selvakumar Ramachandran ................................................................................................................. 458
Vijayalakshmi Subramani .................................................................................................................... 458
T HE I MPACT OF THE GDPR ON DATA PRIVACY AND SECURI TY IN T HE H OTEL I NDUSTRY ................................... 460
Theodosios Tsiakis ............................................................................................................................... 460
D IGITAL TR ANSFO RMAT ION FOR R ESILIENT TOURIS M : E VIDENCE FROM THE G REEK HOSPI TALITY INDUSTRY ......... 462
Adamantia Pateli ................................................................................................................................ . 462
Panagiotis Kouro uthanassis ................................................................................................................ 462
Maria Nikop oulou ............................................................................................................................... 462
Panagiota Chasap i ............................................................................................................................... 462

ROOM 7 OPERATIONS MANAGEMENT IN TOURISM, S ESSION C HAIR : A NTHIA B AKALBASS I ................... 464
D EVELOPING A TOURIST TRANSFORMATION SCALE .................................................................................. 465
Jessica Mei Pung .................................................................................................................................. 465
Giacomo Del Chia ppa ................................................................ .......................................................... 465
Catheryn Khoo - Lattimore .................................................................................................................... 465
Craig Lee .............................................................................................................................................. 465
T HE INTENTI ON TO USE C ONTACTLESS M OBI LE P AYMENT IN THE V IETNAM ESE REST AURAN T INDUSTRY .............. 468
Charalampos Giousmpasoglou ............................................................................................................ 468
Dzung Dinh .......................................................................................................................................... 468
C RITICAL SUCCESS FACTORS OF ENTERTAI NMENT TOURISM IN M ACAU ........................................................ 470
Jian Ming Luo ....................................................................................................................................... 470
Yulan Fan* ................................................................................................................................ ........... 4 70
Ziye Shang ........................................................................................................................................... 470
T HE E FFECT OF C OVID - 19 ON O PERATING C OSTS : T HE P ERSPECTIVE OF H OTEL M ANAGERS IN A NTALYA , T URKEY 472
Kaplan Ugurlu ...................................................................................................................................... 472
Bayram Akay ........................................................................................................................................ 472
Sedva Demirel ................................ ..................................................................................................... 472
T HE USE OF TECHNOLOGIES DURING A TOURIST EXPERIENCE : P OSITIVE AND NEGATI VE ASPEC TS ........................ 474
Catarina Azenha .................................................................................................................................. 474
Inês Carmo .......................................................................................................................................... 474
Inês Bastos .......................................................................................................................................... 474
Teresa Hermenegildo .......................................................................................................................... 474
Matilde Pe reira .................................................................................................................................... 474
Michelle Lins de Mo raes ...................................................................................................................... 474
Sofia Lopes .......................................................................................................................................... 474
T ECHNOLOGIES AND SUS TAINABILITY IN TOURISM : I S IT A WIN - WIN RE LATI ONSHI P ? ...................................... 477
Laura Lopes ......................................................................................................................................... 477
Rita Sequeira ....................................................................................................................................... 477
Sara Almeida ....................................................................................................................................... 477
Michelle Lins de Mo r aes ...................................................................................................................... 477
Sofia Lopes .......................................................................................................................................... 477
C URRENT APPROAC HES OF HOS PITALIT Y MANAGEMENT . C ASE STUDY : L E P ALACE A RT H OTEL & A MMON E XPRESS .
................................................................................................................................................... 479
Kris tallenia Gavriilidou ........................................................................................................................ 479
Anthia Bakalbas si ................................................................................................................................ 479

ROOM 8 SUSTAINABLE AND RESPONSIBLE TO URISM, S ESSION C HAIR : A NNA K YRIAKAKI ..................... 482

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D ELIVERING SUSTAINABLE TOURISM WITH ACTIVE MOBILITY SOLUTIONS : A COMPARATIVE ANALYSIS OF SCHEMES ,
PRACTICES AND POLICIES ................................................................................................................... 483
Eleni Anoyrkati .................................................................................................................................... 483
Vladislav Maras ................................................................................................................................... 483
Stefania Paladin i, ................................................................................................................................ . 483
S USTAINABILI TY AND HOTEL COMPETI TIVENESS FACING OF C OVID - 19 ......................................................... 485
Iliana Sanmartín - Rojas ......................................................................................................................... 485
Francesc González Reverté .................................................................................................................. 485
T HE NE W N ORMAL THROU GH T HE T RANSI TIO N OF RUR AL T OURI SM ............................................................ 491
Bipithalal Balakri shnan Nair ................................................................................................................ 491
T HE P ROVINCE OF B ATAAN , P HILI PPINES AS A P OTENTIAL F OOD H UB A MID ST T HE P ANDEMIC : B ASIS FOR F OOD
C HAIN M ODEL ............................................................................................................................... 497
Joanne Lobrino .................................................................................................................................... 497
Ephraimuel Jose Ab ellana ................................................................................................................... 497
C ARBON - NEUTRAL TOURI SM IN C OUNTY C LARE (I RELAND ) – A STAKEHO LDER PERSPECTIVE ............................. 500
Noelle O’Con nor .................................................................................................................................. 500
Philip Brown ........................................................................................................................................ 500
P LANNING A S USTAINABLE T OURISM D ESTINATION F OCUS ING ON T OURIS TS ’ E XPECTATIONS , P ERCEPTIONS AND
E XPERIENCES ................................................................................................................................ . 502
Maria Klei naki ...................................................................................................................................... 502
Anna Kyriakaki ..................................................................................................................................... 502
U NSUSTAINABLE T OURISM IN P OST C OVID - 19? N O W AY ! T HE F UTURE OF T OURISM D E STINATIONS P OST -P ANDEMIC
................................................................................................................................................... 505
Ying Ying Tiong ................................ .................................................................................................... 505
Tek Yew Lew ........................................................................................................................................ 505
Fayrene Chieng .................................................................................................................................... 505

ROOM 9 TOURISM AND HOSPITALITY EDUCATION, S ESSION C HAIR : V AIA P APANIKOLAOU ................... 508
P ROMOTING EMPLOYABILITY OF HOSPI TALITY MANAGEMENT STUDENTS DURING COVID - 19 IN S OUTH A FRICA .. 509
Susina Jooste ....................................................................................................................................... 509
Willy E ngelbrech t ................................................................................................................................ 509
T OURISM & HOSPITALI TY STUDENTS ’ ATTI TUDE TOWARDS THE USE OF ROBOTS I N SERVICE ORGANIZATIONS : A
QUALITATI VE STUDY IN I NDI A ............................................................................................................. 513
Devkant Kala ........................................................................................................................................ 513
T HE INCORPORATI ON OF ACT IV E LEARNING STRATEGIES WITHIN TRAVEL AND TOURISM EDUCATION – A N I RISH CASE
STUDY .......................................................................................................................................... 516
Noelle O’Con nor .................................................................................................................................. 516
E COVID - 19: A DIGITAL TEACHING TRANSFORMATI ON OUTBREAK IN HI GHER HOSPITALIT Y EDUCATION . ............. 519
Michael An astasiou ............................................................................................................................. 519
T OURIST ENTR EPRENEURS ´ E XPERIENCES OF CO - OPER ATION WITH UNIVERSIT Y STUDENTS FOR S USTAINABL E
D ESTINATION D EVELOPMENT ............................................................................................................ 525
Anette Oxenswärdh ................................................................................................ ............................ 525

ROOM 10 TOURISM PLANNIN G AND DEVELOPMENT, S ESSION C HAIR : P HILIP D IETSCHI ....................... 526
D EVELOPMENT OF S MART H OTELS IN THE C ORONAVIRUS (COVID - 19) P ANDEMIC P ROCESS ........................... 527
Ömer Saraç .......................................................................................................................................... 527
Vahit Oğuz Kiper .................................................................................................................................. 527
Orhan Batman ..................................................................................................................................... 527
T HE AFTER COVID - 19 TOURISM DAY FOR T HESSALONI KI , G REECE ................................ ............................. 529
Glykeria Myrovali, ............................................................................................................................... 529

TOURMAN 2021, 21 -23 /5/2021

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Maria Morfo ulaki ................................................................................................................................ 529
Kornilia Maria Kotoula ................................................................ ......................................................... 529
E CONOMIC AND E NVIRONMENTAL I MPA CTS OF T OURI SM ON RESI DENTS ’ Q UALITY OF L IFE : E VIDENCE FROM COASTAL
COMMUNITIES OF E ASTERN P ROVINCE ................................................................................................ . 532
Rajini Parameswaran ................................................................ ........................................................... 532
Ruwan Ranasinghe ................................................................ .............................................................. 532
R OMANIAN TOURISM IN 2021 - RISE OR FALL ? ................................................................ ....................... 534
Robert MALMARE ................................................................................................................................ 534
Alexandru DOBRESC U ......................................................................................................................... 534
Mirela MAZI LU .................................................................................................................................... 534
D EVELOPING DIVING TOURISM IN E ASTERN C HALKIDI KI . I MPLIC ATI ONS AND P ROSP ECTS IN A CHARAC TERI ZED MINI NG
AREA ............................................................................................................................................ 538
Politimi Markogia nnaki ....................................................................................................................... 538
Nikolaos T zimos ................................................................................................................................... 538
Evangelos Kiriakou .............................................................................................................................. 538
C ROSS - BORDER T OURISM BETWEEN G REECE AND A LBANIA ...................................................................... 541
Christina Kalogirou ................................ .............................................................................................. 541
Efstathios V elissariou .......................................................................................................................... 541
M EDICAL T OURISM AND D IGITAL I NNOVATION AS A G ROWTH L EVER ......................................................... 543
Panteleimon Karamali s ........................................................................................................................ 543
Athanasios Vasi lopoulos ...................................................................................................................... 543
SATURDAY 22 MAY 2021, 14:00 - 16.00 PARALLEL SESSIONS ........................................................ 546
ROOM 1 COVID 19 AND TOURISM, S ESSION C HAIR : H UGUES S ERAPHIN ............................................... 546
T HE HUMAN TOUCH OF V IRTUAL E VEN TS ............................................................................................. 547
Philip Dietsch i ...................................................................................................................................... 547
I DENTIFYING NEW OPPORT UNITIES FROM T HE PANDEMIC CRISI S ................................................................ 549
Ana Sofia Coel ho ................................................................................................................................ . 549
José Paulo Costa ................................ .................................................................................................. 549
Sandra Brás .......................................................................................................................................... 549
Oliva Maria Dour ado Martins .............................................................................................................. 549
H OW FAR HAVE IMPACTS OF COVID - 19 OUTBREAK CHANGED P ORTUGUESE T OURISTS ’ CONSUMPTION PATTERNS ?
................................................................................................................................................... 552
Fernanda Oliveira ................................................................................................................................ 552
Maria Sofi a Lopes ................................................................................................ ................................ 552
Sofia Eurico .......................................................................................................................................... 552
I MPACTS OF COVID - 19 IN L ISBON T OURIST D ESTINATION ...................................................................... 555
Mariana Cas al - Ribeiro ......................................................................................................................... 555
Rita Peres ............................................................................................................................................ 555
P ERSONALITIES AND POLI TICS – PROSPECTS FOR TOURISM IN PANDEMIC BLURRED 2021 ................................ . 557
Aleksandra Terzić ................................................................................................................................ 557
Biljana Petrevska ................................................................................................................................ . 557
Dunja Demirovi ć Bajrami ..................................................................................................................... 557
T HE C OVID - 19 IMPACTS THROU GH THE L ENS OF TO URIST EXPERTS ............................................................. 560
Sofia Almeida ....................................................................................................................................... 560
Susana Mesquita ................................................................................................................................ . 560
Ana Ramires ........................................................................................................................................ 560
Inês Carvalho ................................................................ ....................................................................... 560

TOURMAN 2021, 21 -23 /5/2021

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C REATIVITY AND T OURI SM IN T HE P ANDEMIC P ERIOD : T HE C ASE OF THE RURAL C OMMUNITY C HÃ DE J ARDI M /
B RAZIL . ........................................................................................................................................ 562
Leylane Bertoldo de Campos ................................ ............................................................................... 562
Felipe Gomes do Nascimento .............................................................................................................. 562
Adriana Brambil la ................................................................................................................................ 562

ROOM 2 CULTURE AND HERITAGE TOURISM, S ESSION C HAIR : S TELLA K LADOU ................................... 564
C OMMUNITY I NVOLVEMENT AND P ARTI CIPATION I N S USTAINABLE D EVELOPMENT OF C ULTURAL H ERITAGE
T OURISM : A CASE FROM S OUTH A FRICA .............................................................................................. 565
Lombuso Precious Shabalala ............................................................................................................... 565
Ikechukwu O. Ezeuduji ........................................................................................................................ 565
C OMMUNITY D EVELOPMENT THROUGH SUSTAINABLE ENDORSEM ENT OF G ASTRONOMY T OURISM : A N
E THNOGRAPHIC S TUDY .................................................................................................................... 567
Rupa Sinha ........................................................................................................................................... 567
Ahmad Albattat ................................................................................................................................... 567
T OURIST E XPECTATI ON AND T OURIST S ATI SFACTION OF P ENANG W AR M USEUM ......................................... 569
Zakmalisa Erna Md Zaki ....................................................................................................................... 569
Ahmad Albattat ................................................................................................................................... 569
Syahir Munir Ismail Munir ................................................................................................................... 569
Puteri Shaza Sharina Kadir .................................................................................................................. 569
U NVEILING P OST - TRUTH POLITICS IN D ARK T OURIS M SITE M ANAGEMENT ................................................... 573
Vaia Papanikolaou ............................................................................................................................... 573
Yannis Roussak is .................................................................................................................................. 573
Panagiotis Tzi onas ............................................................................................................................... 573
G ASTRO - CULTURAL IDENTITY AND BRANDING : A CKNOW LEDGING THE GOOSE THAT LAYS THE GOLDEN EGG ......... 576
Stella Kla dou ........................................................................................................................................ 576
Nikolaos Tri has .................................................................................................................................... 576
T HE C ULTURAL I MPACT OF T OURISM D EVELOPMENT ON LOCAL COMMUNITY . A CASE STUDY AT S A D EC F LOWER ’ S
VILLAGE , D ONG T HAP PROVI NCE , V IETNA M .......................................................................................... 578
Quyen Le Thi T o ................................................................................................................................... 578
Duyen Nguyen Thi My ......................................................................................................................... 578
Ba Nguyen Thi Be ................................................................................................................................ 578
Tien Ly My ........................................................................................................................................... 578
Phuong Nguyen Thi Hu ynh .................................................................................................................. 578
Nhi Phan Thi , ....................................................................................................................................... 578
Cao My Khanh ..................................................................................................................................... 578

ROOM 3 HUMAN RESOURCES MANAGEMENT, S ESSION C HAIR : S PYROS A VDIMIOTIS ........................... 582
T HE R ELATIONSHIP B ETWEEN E MPLOYE E C OMPLAINT S AND T YPES OF M OBBING AT W ORKPL ACES ................... 583
Ali Sukru Ceti nkaya .............................................................................................................................. 583
O RGANIZATION AL C ITIZENSHIP B EHAVIOR AND E MPLOYE E P ERFORMANCE : A M ODERATING E FFECT OF W ORK
S TATUS IN R ESTAURANT E MPLOYEE S I N A QABA S PECIAL E CONOMIC Z ONE A UTHORITY (ASEZA) ..................... 585
Omar Jawabreh ................................................................................................................................... 585
Ra’ed Masa’deh ................................................................................................................................... 585
Mohammad Al Btoush ......................................................................................................................... 585
Osama Abu Hmaid ............................................................................................................................... 585
P SYCHOLOGICAL E MPOWERMEN T AN D O RGANIZATIONAL C OMMITMENT ; E VIDENCE FROM T HE T OURISM AND
H OSPITALIT Y S ECTOR IN T URKEY ........................................................................................................ 589
Gönül Kaya Özbağ ................................................................................................ ............................... 589
Tülay Polat Üzümcü ............................................................................................................................. 589

TOURMAN 2021, 21 -23 /5/2021

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R EQUIRED SKILLS FOR A SPA MANAGEMENT PROFESSIONAL ...................................................................... 593
Ioanna Leontaridou ............................................................................................................................. 593
Costas Assimakopoulos, ...................................................................................................................... 593
Spyros Avd imiotis, ............................................................................................................................... 593
ROOM 4 RELIGIOUS AND PILGRIMAGE TOURISM, S ESSION C HAIR : F OTIS K ILIPIRIS .............................. 595
T OURISM AND T RANSITION OF INDI GENOUS CULTURE S : A COM PARATIVE ANALYSIS OF TWO DISPERSED INDIGENOUS
COMMUNITIES IN S RI L ANKA ............................................................................................................. 596
Shanthasiri N.B.A.K ................................................................................................ .............................. 596
Ranasinghe J.P.R.C ............................................................................................................................... 596
T HE RELIGI OUS TOURIS M AS A COMPE TITIVE ADVANTAGE OF THE P REFECTURE OF P IERIA . ............................... 599
Christos Konstantinidis ........................................................................................................................ 599
Christos Mystridis ................................ ................................................................................................ 599
Eirini Tsagkalidou ................................................................................................................................ . 599
T HE POTENTIAL OF A FRICAN RELIGIOUS PILGRIMAGES AS A TOOL FOR TOURISM DEVELOPMENT IN K WA Z ULU -N ATAL ,
S OUTH A FRICA ............................................................................................................................... 602
Nompumelelo L inda ............................................................................................................................ 602
Antonia Thandi Nzama ........................................................................................................................ 602
A N EXPLORAT ORY STUDY ON THE DINING MOTI VATIONS OF H ALAL REST AURANTS IN C HINA ............................ 604
HAI, Xinhong ........................................................................................................................................ 604
CHEN, Wei ........................................................................................................................................... 604
TABARI, Saloomeh ............................................................................................................................... 6 04
R ESTARTING T OURISM : R ESILIENCE AND A DAPTABILITY OF P ILGRIMA GE ..................................................... 606
Darius Liutikas ..................................................................................................................................... 606
A DAPTATIVE F ACEBOOK C OMMUNICAT ION OF O RTHODOX E NTI TIES I N C OVID - 19 C ONTEXT ........................... 608
Horațiu Vasil e Borza ............................................................................................................................ 608
Ionuț Călin Căzan ................................................................................................................................ . 608
Smaranda Adina Cosma ...................................................................................................................... 608
ROOM 5 SUSTAINABLE AND RESPONSIBLE TO URISM, S ESSION C HAIR : E VANGELOS K IRIAKO U ............... 610
R ETURN OF THE T OURISTS : A N EW H OPE FOR D ESTINATION S USTAINA BILITY ............................................... 611
Paulin P.L. Wong .................................................................................................................................. 611
Balvinder K. Kler .................................................................................................................................. 611
S ENSORY - RICH EXPERIENCES IN WINE TERROIRS ACROSS SPACE AND TIME : EVIDENCE FROM A P ORTUGUESE WINE
ROUTE .......................................................................................................................................... 614
Ana Caldeira ........................................................................................................................................ 614
Elisabeth Kastenholz ........................................................................................................................... 614
Alexia Silva ........................................................................................................................................... 614
C ARBON F OOTPRINT OF T OURISM S ECTOR IN P ORTUGAL – C ALCULATOR DEVELOPMENT ................................ 616
Marco Ferna ndes ................................................................................................................................ 616
Pedro Neves ........................................................................................................................................ 616
Patrícia Araúj o ..................................................................................................................................... 616
Isabel Brás ........................................................................................................................................... 616
Elisabete Silva ................................ ...................................................................................................... 616
S USTAINABILI TY , INDICATO RS AND TOURIS M INTE LLIGENCE : THE CASE OF URBAN TOURISM ............................. 618
José Pablo Abeal Vázquez ................................................................................................................... 618
Pilar Ti rado - Valencia ........................................................................................................................... 618
Mercedes Rui z - Lozano ........................................................................................................................ 618
A NALYSIS OF THE FULFILMENT OF THE E UROPEAN GOAL S FOR MUNI CIPAL S OLID WASTE GENERATION IN THE B ALEARIC
I SLANDS . ....................................................................................................................................... 621

TOURMAN 2021, 21 -23 /5/2021

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Angel Mena - Nieto ............................................................................................................................... 621
Charles Estay - Ossandon ...................................................................................................................... 621
Sergio Pereira dos Santos .................................................................................................................... 621
Laura Mena - Gonzalez .......................................................................................................................... 621

ROOM 6 TOURISM AND HOSPITALITY EDUCATION, S ESSION C HAIR : G EORGIOS L INARO UDIS ................. 625
S TRUCTURAL ASPECTS OF TOURISM CONSCIOUSNESS : T HE DUALITY OF PROFESSI ONALISM AND NATURAL
ENVIRONMENT ............................................................................................................................... 626
Georgios Linarou dis ............................................................................................................................. 626
Chrysoula Chatzigeorgiou .................................................................................................................... 626
Evangelos Christou .............................................................................................................................. 626
Fotis Kilipiris ........................................................................................................................................ 626
U NIVERSITY - INDUS TRY RELATIONSHIPS IN TOURISM - A SIGNALLING T HEORY APPROACH ................................ . 630
Marcin Ols zewski ................................................................................................ ................................ . 630
T HE IMPACT OF COVID - 19 ON T OURISM E DUCATION : T HE E XAMPLE OF THE U NIVERSI TY OF Z AGREB F ACULTY OF
E CONOMICS AND B USINESS , C ROATIA ................................................................................................ . 632
Paula Nejašmić .................................................................................................................................... 632
Petra Barišić ......................................................................................................................................... 632
Zvjezdana Hendija ............................................................................................................................... 632
T HE EFFECTS OF STUDE NTS ’ SELF - LEARNING CAPA BILITY AND TEACHING STYLES OF LECTUR ERS ON LEARNING
OUTCOMES IN TOURISM ................................................................................................................... 634
Şirvan Şen Demir ................................................................................................................................ . 634
Mahmut Demir .................................................................................................................................... 634
Onur Aktürk ......................................................................................................................................... 634
R ESPONDING TO CHALLENGES OF TOURISM EDUCATORS : M AJUBA M UNICIPAL ITY D EPARTMENT OF E DUCATION ,
S OUTH A FRICA ............................................................................................................................... 637
Philisiwe Lorr aine Molefe .................................................................................................................... 637
Portia Pearl Si yanda Sifolo ................................................................................................................... 637

ROOM 7 TOURISM PLAN NING AND DEVELOPMENT, S ESSION C HAIR : I OANNIS V ALACHIS ..................... 639
C OMPARATIVE S TUDY OF L EGISLATIVE R EGULATIONS C ONCERNI NG T OURIST C ONSUMPT ION .......................... 640
Panagiota Dionyso poulou ................................................................................................................... 640
Enangeli a Kasimati .............................................................................................................................. 640
Anastasia Troumpa .............................................................................................................................. 640
I NNOVATION I N TOURISM AS A ST RATEGY F OR B LUE TOURISM DEVELOPM ENT IN A LBANIA .............................. 643
Besarta Vladi ....................................................................................................................................... 643
Kejda Nuhu .......................................................................................................................................... 643
T HE ROLE OF LOCAL ADMINISTRATIONS IN THE REACTIVATI ON OF TOURI SM . C ASE STUDY : CBT IN M EDELLIN ,
C OLOMBIA . ................................................................................................................................ ... 645
Alexander Balzan ................................................................................................................................ . 645
Ana Carolina Arboleda Gallo ............................................................................................................... 645
T OURISM AND URB AN CONSERVATI ON IN HI STORIC CENTRES : T HE CASE OF C HANIA ....................................... 647
Despina Dimelli .................................................................................................................................... 647
E MPOWERME NT I N T OURIS M CO NTEXT : D EVELOPING VS DEVELOPED COUNTRY ............................................ 649
Eva Rachmawati .................................................................................................................................. 649
R EGIONAL DIFFERENTIATION OF PRIORITIES AND THE USE OF EU FUNDS FOR THE DEVELOPMENT OF TOURISM IN
P OLAND ........................................................................................................................................ 652
Joanna Rakowska ................................................................................................................................ 652
Iwona Pomianek .................................................................................................................................. 652
Irena Ozimek ....................................................................................................................................... 652

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ROOM 8 TRAVEL AND LEISU RE, S ESSION C HAIR : P ANAGIOTIS K ASSIANIDI S ............................................ 655
T OURISM AND ( IM ) MOBI LITI ES IN TOURI ST CIT Y . T ACKLING B ARCELONA TOURISM MONOCULTURE IN TIMES OF CRISIS .
................................................................................................................................................... 656
Milano Cl audio .................................................................................................................................... 656
A UTONOMOUS / CONTROLLED MOTIVATIONS FOR YOUNG TRAVELLERS : A SELF - DETERMINATION THEORY P ERSPECTIVE
................................................................................................................................................... 658
Anish Yousaf ........................................................................................................................................ 658
Insha Amin ................................................................ ........................................................................... 658
Abhishek Mishra .................................................................................................................................. 658
G ENERATION Z ATTITUDE TOWARDS DOMESTIC T OURISM : A CASE OF K WA Z ULU -N ATAL ................................ . 660
Anita O. Aina ................................ ....................................................................................................... 660
Ikechukwu O. Ezeud uji ........................................................................................................................ 660
P ACKAGE T OUR S ATISFAC TION AND S UCCESS FUL H OLIDAY E XPERIENCE : P ACKAGE O UTBOUND T OURI STS ’
P ERSPECTIVE IN S RI L ANKA ............................................................................................................... 662
Rashmi Rodrigo ................................................................................................................................... 662
Ruwan Ranasinghe ................................................................ .............................................................. 662
Dhananjaya Nawar athana ................................................................................................................... 662
W ITHDR AWAL O F TOUR ISM AND LEISUR E FIRMS FR OM THE UN G LOBAL C OMPACT PROGRAMME ..................... 664
Martin Th omas Falk ............................................................................................................................. 664
Gudrun Helgado ttir ............................................................................................................................. 664
B ICYCLE T OURING EXPER IENCES A S A SOCIAL INCLUSIO N ACTIVITY FOR V ISUALLY D ISABLED INDIVIDU ALS ............. 666
Kubra ASAN ................................................................................................ ......................................... 666
E.Ozan AKSOZ ...................................................................................................................................... 666
P ERSONAL ORGANIZED T OURS AS A C OMPROMISE BETWEEN ORGANIZED TOUR PACKAGES AND IND IVIDUAL TOURISM
................................................................................................................................................... 669
Yechezkel (Hezi) Israeli ........................................................................................................................ 669
P RICING OF VIRT UAL ACADEMIC CONFERENCES ...................................................................................... 671
Martin Th omas Falk ............................................................................................................................. 671
Eva Hagsten ................................................................................................................................ ......... 671

ROOM 9 CONSUMER BEHAVIOR IN TOURISM, S ESSION C HAIR : P ROKOPIS C HRISTOU ............................ 673
H OW COVID - 19 AFFECTED B ABY B OOMERS ’ TOURIST ATTITUDES IN G REECE ? ............................................ 674
Lambros Tsourgiannis .......................................................................................................................... 674
Stavros Valsamidis ............................................................................................................................... 674
Vasilios Zoump oulidis .......................................................................................................................... 674
Fotini Perdiki ....................................................................................................................................... 674
P ROMOTING EMPLOYABILITY OF HOSPI TALITY MANAGEMENT STUDENTS DURING COVID - 19 IN S OUTH A FRICA .. 677
Susina Jooste ....................................................................................................................................... 677
Willy Ha nnes Eng el brecht ................................................................................................................... 677
D ETERMINANTS OF I NTENTIONS TO U SE NFC M OBILE P AYMENTS IN A P ANDEMIC C ONTE XT ........................... 681
Suzanne Amaro ................................................................................................................................... 681
David Oliveira ...................................................................................................................................... 681
G ENDER AND AGE DIF FERENCES IN DESTINATION IMA GE EVALUATION : THE CASE OF D RAMA , G REECE ................ 683
Spyridon Mamalis ................................................................................................................................ 683
Irene (Eirini) Kamenidou ..................................................................................................................... 683
Ifigeneia Mylona .................................................................................................................................. 683
Aikaterini Vass ilikopoulou ................................................................................................................... 683
Evangelia Zoi - Bara ............................................................................................................................... 683

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E RASMUS -D RIVEN D ESTINATION E XPERIENCE AND S TUDENTS ’ A MBASSADO RSHI P B EHAVIOR : A M ULTI -
S TAKEHOLDER P ERSPECTIVE .............................................................................................................. 686
Justine Barlon - Harvey ......................................................................................................................... 686
Cristina Lupu ........................................................................................................................................ 686
Giacomo Del Chia ppa ................................................................ .......................................................... 686
Martina G. Gallarza ................................ ............................................................................................. 686
D ELINEATING G ENERATION Z TRAVELLERS ’ PLACE ATTACHM ENT WITHIN A NIGHT URBAN TOURISM CONTEXT : A
CONSUMPTION VALUES PERSPECTIVE ................................................................................................... 689
Yangyang Jiang .................................................................................................................................... 689
Nikolaos St ylos .................................................................................................................................... 689
Fangzhe Hong ...................................................................................................................................... 689
U NVEILING THE ANTEC EDENTS OF SENIOR CITIZE NS ' BEHAVIORAL INTENTI ONS TO TRAVEL : A MIXED - METH OD
APPROACH .................................................................................................................................... 691
Vandita Hajra ....................................................................................................................................... 691
Arun Aggarwal ..................................................................................................................................... 691
U NDERSTANDING GUESTS ’ BEHAVIOR FOR GREEN HOTELS : T HE MODERATI NG ROLE OF I NVOLVEMENT ............... 695
Shampy Kamboj ................................................................................................................................... 695
Manita Math aru .................................................................................................................................. 695
SATURDAY 22 MAY 2021, 16:00 - 18:00 PARALLEL SESSIONS ........................................................ 698
ROOM 1 COVID 19 AND TOURISM, S ESSION C HAIR : I FIGENEIA M YLONA ............................................... 698
F ROM S TAY IN T OUCH TO S TAY IN T ECH : E NHANCING T OURIST E NGAGEMENT THROUGH S MAR T T OURIS M
T ECHNOLOGY ................................................................................................................................ . 699
Fayrene Chieng .................................................................................................................................... 699
Tek Yew Lew ........................................................................................................................................ 699
Ying Ying Tiong ................................ .................................................................................................... 699
S USTAINABILI TY A SSESSMENT OF C OMMUNITY -B ASED T OURISM AND THE R ECOVERY FROM C OVI D - 19 CRISES .... 702
Fabiana Faxina ..................................................................................................................................... 702
Flávio Paulo Jorge Nunes ..................................................................................................................... 702
I MPACT OF THE COVID - 19 ON RURAL TOURI SM IN P ORTUGAL : THE STAKEHOLDERS ’ PER CEPTIONS ................... 704
Susana Silva ......................................................................................................................................... 704
Paulo Carvalho ................................................................................................ .................................... 704
COVID - 19 I MPACTS ON C HI NESE OUTBOUND TOURISM AND SURVIVAL S TRATEGY ........................................ 707
Dongmei Ren ....................................................................................................................................... 707
Dolores Sánchez - Aguilera .................................................................................................................... 707
G ONE WITH THE COVID - 19. I MPACTS ON TOUR ISM BUSI NESS IN THE NEI GHBOUR HOODS OF B ARRI G OTIC AND
S AGRADA F AMILIA (B ARCELONA , S PAIN ). ............................................................................................ 709
Dolores Sánchez - Aguilera .................................................................................................................... 709
Ángela Martínez - Rivas ......................................................................................................................... 709
Jaime Martínez - Ruiz ............................................................................................................................ 709
T HE WELLBEI NG OF TOURI SM EMPLOYEES A YEAR AFT ER THE P ANDEMIC OUTBREAK ....................................... 711
Prokopis Christ ou ................................................................................................................................ 711
Maria Rigo u ......................................................................................................................................... 711
ROOM 2 CRUISE AND MARINE TOURISM , S ESSION C HAIR : G EORGIOS S KOUFAS ................................... 713
D ARK T OURISM AND R ECREATIONAL W RECK SCUBA D IVE : PRELIMINARY INVESTIGATION OF A POTENTIAL TOURISTIC
TREND .......................................................................................................................................... 714
Maria Skor dala ................................................................ .................................................................... 714
Georgios Skoufas ................................................................................................................................ . 714

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P UBLIC A QUARI A AND RE CREATIONAL SCUBA DIVERS INTER ACTIONS ......................................................... 716
Christian Michel .................................................................................................................................. 716
Michel Boc kiau .................................................................................................................................... 716
Lurenzu Berti ....................................................................................................................................... 716
Georgios Skoufas ................................................................................................................................ . 716
D EVELOPMENT OF M ARINA S ERVICES IN THE C ONTEXT OF S USTAINABLE W ATER AND C OASTA L T OURISM .......... 718
Daiva Labanauskaite ............................................................................................................................ 718
Ana Timonina - Mick eviciene ............................................................................................................... 718
S USTAINABLE RESTART OF THE C RUI SE I NDUSTRY I NCLUDES L OCAL P RODUCERS IN THE S UPPLY C HAIN ............... 721
Yianna Orphanidou .............................................................................................................................. 721
Leonidas Efthymiou ............................................................................................................................. 721
Paraskevi Deko ulou ................................................................................................ ............................. 721
Eleftherios Sdoukopoulos ................................................................................................ .................... 721
Maria Boil e ................................ .......................................................................................................... 721
Vasiliki - Maria Pe rra ............................................................................................................................. 721
W HAT MOTIVAT ES NAUTICAL TOURISTS TO THE LITTORAL NORTHWEST , P ORTUGAL ? ...................................... 724
Susana Rachão, PhD ............................................................................................................................ 724
Filipe F. Taveira, MsC ........................................................................................................................... 7 24
Alexandra I. Correia, PhD .................................................................................................................... 724
Gorett i Silva, PhD ................................................................................................................................ 724
H ERZBERG ’ S T WO F ACTOR THEORY OF WORK MOTIVATION : AN APPLI CATION TO HOSPI TALITY WORKERS ON CRUISE
SHIPS . .......................................................................................................................................... 727
Adam Dennett. .................................................................................................................................... 727
Andrew Jenkins. .................................................................................................................................. 727

ROOM 3 CULTURE AND HERITAGE TOURISM, S ESSION C HAIR : T HEANO T ERKENLI ................................ 729
E XPLORING M ELAKA H ERITAGE F OOD : S TUDY ON V ISITO R ’ S A WA RENES S T OWARDS B ABA N YONYA F OOD ........ 730
Shufri Johari ......................................................................................................................................... 730
Ahmad Albattat ................................................................................................................................... 730
Muhammad Hazmi Abdul Ha fiz ........................................................................................................... 730
Nur Farrah Ai n Mahmud ..................................................................................................................... 730
Nur Farrah im Ahmad Fauzi .................................................................................................................. 730
H ISTORIC AL PATH S AS A DMO TOOL FOR SUSTAINABLE TOURIST DEVELOPM ENT : THE CASE OF H O C HI M INH PAT HS IN
G REECE ......................................................................................................................................... 733
Evangelos Kiriakou .............................................................................................................................. 733
Ioannis Valach is ................................................................................................................................... 733
Sasho Korunovski ................................................................................................................................ 733
Giorgos Palisi dis ................................................................................................................................... 733
A N EW D IM ENSION F OR R EVITALIZATION OF S ILK R OAD T OURISM : T URKIC C OUNCIL M ODERN S ILK R OAD J OINT
T OURS .......................................................................................................................................... 736
Gulsun Yildi rim .................................................................................................................................... 736
A N I NVESTIGAT ION OF L OCAL C UISI NE OF S ILK R OAD : T HE C ASE OF T URKIC C OUNCIL M ODERN S ILK R OAD J OINT
T OURS .......................................................................................................................................... 738
Aysen Ertas .......................................................................................................................................... 738
Gulsun Yildi rim .................................................................................................................................... 738
S TAKEHOLDERS IN MAINTA ININ G EV ENT TOURI SM U NDER C OVI D 19 STORM : T HE CASE OF V IETNAM ................. 740
Dang Thi Phuong Anh .......................................................................................................................... 740
I MPLIC ATI ONS O F C OVID - 19 PANDEMIC FOR CULTURAL TOURISM : THE CASE OF C YCLADES , G REECE .................. 742
Vasiliki Georgoula ................................................................................................................................ 742
Theano S. Terk enli ............................................................................................................................... 742

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ROOM 4 DESTINATION MANAGEMENT, S ESSION C HAIR : S PYRIDON M AMALIS ..................................... 744
D ESTINATION M ANAGEMENT IN C ENTRAL M ACEDONIA , G REECE : L AUNCHING A NEW DMO MODEL ................ 745
Miltiadi s Nikolao u ............................................................................................................................... 745
Ioannis Valachis ................................................................................................................................ ... 745
L OCAL R ESIDENT P ERCEPTION R EGARDING I NTENTION TO V ISIT FOR M EDICAL T OURISM ................................ 748
Ahmad Albattat ................................................................................................................................... 748
Hary Hermawan .................................................................................................................................. 748
Farah Aida Nordin ............................................................................................................................... 748
Nur Fitri Shareeza Abdul Rahim .......................................................................................................... 748
S T IMU LATING P HYSICAL E NVI RONMENT FOR S TRONGER P OSITIVE C USTOMER E XPERIENCE IN T OURI SM E NTERPRI SES
FOR S USTAINABLE D EVELOPMENT OF TOURISM ..................................................................................... 751
Elizabeth Abiola - Oke ........................................................................................................................... 751
D ESTINATION M ANAGEMENT AND D EVELOPMENT OF S USTAINABILI TY - BASED T OURISM I N O MAN : C HALLENGES AND
O PPORTUNITIES .............................................................................................................................. 753
Zakiya Salim Al Hasni ........................................................................................................................... 753
T OURIST M OTIVA TION F ACTORS T OWARDS H EALTH AND W ELLNESS T OURISM IN M ALAYSI A .......................... 755
Nurul Farah Izzah Binti Zailani ................................................................................................ ............. 755
Ahmad Albattat ................................................................................................................................... 755
Wong Sin Yee ....................................................................................................................................... 755
Mohammad Hazi q Bin Md Nazri ......................................................................................................... 755
Nini Shaliza Binti Mohd Zuraimi .......................................................................................................... 755
A N ANALYSIS OF THE IMPACTS OF THE COVID - 19 P ANDEMIC ON A TOURISM CITY ........................................ 758
Jennifer Kim Lian Chan ........................................................................................................................ 758
R ESEARCH O BJECTIVES ...................................................................................................................... 758
A LIENATION I N T OURISM : C OMPARISON OF K USADAS I AND C APPADOCI A D ESTINATIONS ............................... 762
Süheyla GOLCHESHMEH ...................................................................................................................... 762

ROOM 5 EXPE RIENCE DESIGN AND MARKETING, S ESSION C HAIR : A NTONIA D ELISTAVROU .................... 764
I NDIA AS A PREFER RED TOURI ST DESTI NATION : A N I NTERNA TIONAL P ERSPECTIVE .......................................... 765
Rahul Pratap Singh Kaurav .................................................................................................................. 765
Ruturaj Baber ................................................................ ...................................................................... 765
Snigdha Kainthola ................................................................................................................................ 765
Pinaz Tiwari ................................................................................................ ........................................ 765
E XPLORING C REATIVE C ULTURAL T OURISM D ESIGN I N “I NTERNET P LUS ” E RA : A C ASE OF H ANKOU H ISTORIC B LOC KS
IN W UHAN .................................................................................................................................... 767
Yuanyuan Zong .................................................................................................................................... 767
You - Yu Dai ........................................................................................................................................... 767
Tianyu Wu ........................................................................................................................................... 767
Danwei Bu ........................................................................................................................................... 767
T HE CUSTOMER E XPERIENC E THROUGH CUSTOMER JOURNEY OF A G REEK HOTEL IN C ORFU .............................. 769
Kyriaki Anastasi adou ........................................................................................................................... 769
Bojana Cejic ......................................................................................................................................... 769
Zafeiroula Kallitsari .............................................................................................................................. 769
Dimitrios Paschaloudi s ........................................................................................................................ 769
C ONCEPTUALIZAT ION OF S HARI NG IN E XTRAORDINARY F OOD E XPERIENCES ................................................. 771
Sandhiya Goolaup ............................................................................................................................... 771
A N INTEGRAT ED VIEW ON THE D ESIGN OF SMART SER VICES I N TOURIS M ...................................................... 773
Garyfallos Fra gidis ............................................................................................................................... 773
V ISITOR E XPERIENCE IN T HEME P ARKS : T HE C ASE OF K ONYA T ROPICAL B UTTERFL Y G ARDEN , T URKEY ............... 775

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Clara Benevolo .................................................................................................................................... 968
C RUISE T OURISM : A N O VERVIEW OF M OTI VATIONS ............................................................................... 971
Inês Silva .............................................................................................................................................. 971
Cristina Barroco ................................................................................................................................... 971
Carla Silva ................................................................ ............................................................................ 971
D O P OSIDONIA OCENICA ' S MEADOWS CONSTITUTE A POTENTIAL HOT SPOT FOR M EDITERRANEAN RECREATIONAL
SCUBA DIVING ? ............................................................................................................................ 973
Tsirika Anastasia .................................................................................................................................. 973
Skoufas Georgios ................................................................................................................................ . 973

ROOM 8 CULTURE AND HERITAGE TOURISM, S ESSION C HAIR : E RDOGAN E KIZ ..................................... 975
T OWARDS A C ULTURAL LY S USTAINA BLE T OURISM : A C ASE OF R AJAST HAN .................................................. 976
Surbhi Dayal ........................................................................................................................................ 976
A S PATIAL P ERSPECTIVE G UIDING THE S PECIALIZATION IN L OCAL T OURISM : C ASE B OGOTA -C OLOMBIA ............. 979
Helmuth Yesid Ari as Gomez ................................................................................................................ 979
Gabriela Antošová ................................................................................................ ............................... 979
M ANAGEMENT OF UNESCO S HISTORIC CI TY CENTERS . T HE MOTIVATIONS OF THE VI SITORS AND THE BE HAVIOR OF
THE STAKEHOLDERS . ........................................................................................................................ 982
Panagiota Tzouval eki ........................................................................................................................... 982
Evangelos Christou .............................................................................................................................. 982
Chryssoula Chatzigeorgiou .................................................................................................................. 982
F OLKTOURISM I N L ISBON : COVID - 19 IMPA CTS ON “F ESTAS DE L ISBO A ” AND ON I TS SOCIAL AND CULTURAL
CONTEXTS ..................................................................................................................................... 985
Élmano Ricarte .................................................................................................................................... 985
C HALLENGES OF K OSOVO ´ S ENLARGEMENT TO V4+ IN THE CONSEQUENCE OF CORONAVIRUS PANDEMIC SITUATION
................................................................................................................................................... 988
Gabriela Antošová ................................................................................................ ............................... 988
Helmuth Yesid Ari as Gomez ................................................................................................................ 988

ROOM 9 DESTINATION MANAGEMENT, S ESSION C HAIR : F OTIS K ILIPIRIS ............................................. 992
D ESTINATION AND C ITY B RANDING THROUGH LOCAL GASTRONOMY : THE CHERRY FRUITS IN THE CITY OF E DESSA . 993
Athanasios Dimts is .............................................................................................................................. 993
Ioannis Valachis ................................................................................................................................ ... 993
Evangelos Kiriak ou .............................................................................................................................. 993
C OVID 19 CONSEQUENCES ON TOURISM IN N ORTH M ACEDONIA – A DESTI NATION PERSPECTI VE FOR DOMESTIC
TOURISM ...................................................................................................................................... 996
Ivanka Nestoroska ............................................................................................................................... 996
Kliment Naumov .................................................................................................................................. 996
I SSUES IN DEVELOPING GASTRONOMIC DESTINATIONS IN MOUNTAINOUS AREAS : THE CASE OF M OUNT P AIKO ,
C ENTRAL M ACEDONIA , G REECE . ........................................................................................................ 998
Fotis Kilipiris, ....................................................................................................................................... 998
Georgios Palisi dis, ................................................................................................................................ 998
A DAPTIVE D ES TINATION G OVERNANCE . A NEW APPROAC H FOR T HE DEVELOP MENT OF TOUR ISM DESTI NATIONS ?
................................................................................................................................................. 1000
Karin Koziol ........................................................................................................................................ 1000
I MPACT OF TOURI SM A TTRA CTIV ENESS ON THE ATT ITUD ES A ND B EHAVI OURS OF TOURI STS VI SITI NG K ASHMIR VALLEY ,
I NDIA ......................................................................................................................................... 1003
Naser Ul Isl am ................................................................................................................................... 1003
Manjula Ch audhary ........................................................................................................................... 1003

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ROOM 10 FOOD, BEVERAGE AND RESTAURANT MANAGEMENT, S ESSION C HAIR : T HEODOSIOS T SIAKIS
.................................................................................................................................................. 1005
D ESTINATION I MAGE OF M AMAK ’ S F OOD AND T OURISTS ’ B EHAVIOURAL I NTENTION I N E ATING M AMAK ’ S F OOD I N
G EORGETOWN , P ENANG ................................................................................................................ 1006
Ahmad Sayuti Yah ya .......................................................................................................................... 1006
Ahmad Albattat ................................................................................................................................ . 1006
Siti Aishah Kath ar Ismail .................................................................................................................... 1006
Shaklin Sania Sahlan .......................................................................................................................... 1006
Nurul Huda Abd Halim ....................................................................................................................... 1006
C USTOMER P URCHASI NG I NTENTION TOWARDS H EALTHY S ELECTION OF M ENUS IN F AST F OOD R ESTAURANT ... 1011
Azizul Jamaludi n ................................................................................................ ................................ 1011
Ahmad Albattat ................................................................................................................................ . 1011
Hermawan Prasetyanto ..................................................................................................................... 1011
Nur Ain Syahi ra Salehudd in ................................ ............................................................................... 1011
T HE A WAREN ESS L EVEL ON E FFECT OF F OOD A DDITIVES A MONG MSU B ACHELOR IN C ULINARY A RTS S TUDENTS
................................................................................................................................................. 1015
Muhammad Haki m Bin Hamdan ....................................................................................................... 1015
Albattat Ahmad ................................................................................................................................ . 1015
Siti Aisyah Binti Azizan ....................................................................................................................... 1015
Siti Athirah Binti Alias ................................................................ ........................................................ 1015
S USTAINABLE F OOD A PPROACH AND T HE A LL -I NCLUSIVE S YSTEM P ARADOX ............................................. 1018
Handan Özçelik Bo zkurt .................................................................................................................... 1018
A N EVALU ATION OF EMPLOYEE REWARDS AND MOTIVATION IN L IMERICK C ITY ’ S (I RELAND ) RESTAURANT INDUSTRY
................................................................................................................................................. 1023
Noelle O’Con nor ................................................................................................................................ 1023
Anna O'Loan ...................................................................................................................................... 1023
SUNDAY 23 MAY 2021, 09.30 - 11.00 PARALLEL SESSIONS .......................................................... 1025
ROOM 1 DESTINATION MARKETING, S ESSION C HAIR : M ARIA S ALAMOURA ........................................ 1025
“S TAY HOME NOW , TRAVEL LATER ” TOURISM DESTINATION CAM PAIGNS : GOOD PRACTICE NARRATI VES AND LES SONS
LEARNE D ..................................................................................................................................... 1026
Christina Bonarou ................................ .............................................................................................. 1026
T HE ROLE OF LOCAL GOVERNMENT IN D ESTINATION BRAND IMAGE : THE CASE OF M UNICIPALI TY OF N AFPAKTIA . 1031
Ch ristos Koutsogiannis ...................................................................................................................... 1031
Maria Sala moura ............................................................................................................................... 1031
D ESTINATION P ROMOTION M ARKETING M IX OF G REEK M UNICIPALI TIES . T HE IMPAC T ON D ESTINATION O CCUPANCY
R ATES AND M UNICI PAL REVENUE S . ................................................................................................... 1034
Paliouras Dion ysios ........................................................................................................................... 1034
Traptsioni K aterina ................................................................................................ ............................ 1034
C RISIS M ANAGEMENT IN T OURISM : V ISIT I NTENTION AND D ESTINATION I MAG E I N P OST C OVID - 19 C RISIS R ECOVERY
................................................................................................................................................. 1037
Rapti Eleftheria .................................................................................................................................. 1037
Gkouna Ourania ................................................................................................................................ 1037
D ESTINATION BRAN DING ISSUES AND CHAL LENGES IN C OVI D - 19 ERA . T HE CASE OF MUNICI PAL UNIT OF P ARALIA
AREA IN P IERIA P REFECTURE . ........................................................................................................... 1039
Christos Tsimitris ................................................................................................ ............................... 1039
Athanasios Gouna s ............................................................................................................................ 1039
Ourania Gkouna ................................................................................................................................ 1039

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ROOM 2 FINANCE AND ECONOMICS OF TOURISM, S ESSION C HAIR : G EORGE A POSTO LOU .................. 1042
S USTAINABILI TY REPORT ING – WHAT IS NEX T ? ..................................................................................... 1043
Lahorka Halmi ................................................................................................................................... 1043
Katarina Poldru govac ........................................................................................................................ 1043
C OVID - 19 PANDEMIC AND POLICY RESPONSES : E CONOMIC IMPACTS FROM PERSPECTIVES OF THE TOURISM INDUSTRY
................................................................................................................................................. 1046
Truong V. Nguyen .............................................................................................................................. 1046
Tetsuo Shimizu .................................................................................................................................. 1046
T RENDS OF T OURISM T AXATI ON IN D EVELOPING E CONOMIES D URING THE C ORONAVIRUS C RIS IS . ................. 1048
Shirley Consuelo Honajzrová Banús .................................................................................................. 1048
Jonathan Osuoha ............................................................................................................................... 1048
A C RITICAL A NALYSIS ON R EVIVING THE T OURI SM AND H OSPITAL ITY I NDUSTR Y IN B ANGLADESH AFTER C OVID - 19
................................................................................................................................................. 1052
Sakib Amin ......................................................................................................................................... 1052
Syeda Islam ........................................................................................................................................ 1052
Farhan Khan ...................................................................................................................................... 1052
Faria Rahman .................................................................................................................................... 1052
P ERFORMANCE I NDICATORS FOR THE W INE T OURISM I NDUSTRY ............................................................. 1054
Silvana Serrão .................................................................................................................................... 1054
Rui Costa ............................................................................................................................................ 1054
Jorge Mota ........................................................................................................................................ 1054
António Moreira ................................................................................................................................ 1054
Carlos Costa ....................................................................................................................................... 1054
ROOM 3 INFORMATIO N AND COMMUNICATION TECHNOLOGIES IN TOURISM, S ESSION C HAIR :
U STIJANA S HIKOSKA ....................................................................................................................... 1057
C URRENT S TATUS OF G REEK H OTEL A SSOCIATIONS ' W EBSITE C HARACTERISTICS ......................................... 1058
Argyro Sardi ....................................................................................................................................... 1058
Filotheos Ntalianis ................................................................................................ ............................. 1058
Maria Ntali ani .................................................................................................................................... 1058
ICT APPLICATION I N THE NEW NORMAL ORDER : CHALLENGES FOR A TOURISM VILL AGE ................................ . 1060
Syarifah Muslimat ............................................................................................................................. 1060
Maya Damayanti ............................................................................................................................... 1060
S MART S OLUTIONS FOR T OURISM DEVEL OPMENT , B IG D ATA A NALYTICS & S ECURITY .................................. 1063
Ustijana Shi koska ................................................................................................ ............................... 1063
Gordana Rechko ska ........................................................................................................................... 1063
D IGITIZAT ION AND T OURISM PROJE CTS IN W ESTERN B ALKANS - C OVID 19 SOLUTIONS AND H ERITAGE T OURISM
DEVELOPMENT . ............................................................................................................................ 1065
Ermelinda Kordha Tolica ................................................................................................................... 1065
ROOM 4 MANAGEMENT AND ENTREPRENEURSHIP IN TOURISM , S ESSION C HAIR : S PYROS A VDIMIOTIS
.................................................................................................................................................. 1067
D O WOMEN ENTREPRENE URS FACE GENDER - BASED BARRIERS IN B ARCELONA ’ S TOURISM SECTOR ? ................. 1068
Freund, Daniela ................................................................................................................................ . 1068
Canut - Cascalló, Mireia ...................................................................................................................... 1068
López - Planas, María .......................................................................................................................... 1068
U NDERSTANDING C ROSS -C ULTURAL C OMMUNICATI ON B ARRIERS A MONG PR P RACTITIONERS I N M ALAYSIA ... 1071
Leen Ahmad Albattat ........................................................................................................................ 1071
Ooi Boon Keat ................................................................................................................................... 1071
S TRATEGIES OF C OMPANIES F ACING C LIENT AND R ESOURCES L IM ITATIONS : I NNOVATION P ATTER NS A NALYSIS . 1074

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Vincent Grèzes .................................................................................................................................. 1074
T HE IMPACT OF B USINESS P RACTICES ON B USINES S P ERFORMANCE : E MPIRIAL E VIDENCE FROM T OURI SM AND
H OSPITALIT Y I NDUSTRY .................................................................................................................. 1076
Alkistis Papaio annou ......................................................................................................................... 1076
Konstantinos Kor onios ...................................................................................................................... 1076
L INKING CONSU MER SPE NDING TO COVID - 19 NEWS : T HE US EXPERIENCE ................................................ 1079
Arthur Huang, PhD ................................ ............................................................................................ 1079
Jorge Ridderstaat ............................................................................................................................... 1079
ROOM 5 MARKET ING IN TOURISM AND HOSPITALITY, S ESSION C HAIR : G ILDA H ERNAND EZ -M ASKIVKER
.................................................................................................................................................. 1081
I NFLUENCER M ARKETING IN THE TOURISM INDUSTRY ............................................................................ 1082
Gilda Hernandez - Mask ivker .............................................................................................................. 1082
H ERITAGE PERSONALITY AS DETERMINANTS OF DESTINATION LOYALTY AND THE MEDIATING ROLE OF SATISFACTION
................................................................................................................................................. 1084
Lu igi Piper .......................................................................................................................................... 1084
Maria Iren e Prete ................................................................ .............................................................. 1084
Lucrezia Maria de Cosmo ................................................................ .................................................. 1084
Gianluig i Guido .................................................................................................................................. 1084
G REEK TOURISM AND NEW MARKET SEGMENTS . T HE CASE OF S PAIN AND L ATIN A MER ICA . M ARKETING IMPLICATIONS
................................................................................................................................................. 1087
Ourania Vitoul aditi ............................................................................................................................ 1087
Dionysia Petropoulou ........................................................................................................................ 1087
T HE IMPACT OF DIGIT AL HEALTH MARKETING ADS ON TOURISM IN J ORDAN ................................................ 1089
Mahmoud aAl ghizzawi ...................................................................................................................... 1089
Mohammed Habes ............................................................................................................................ 1089
Mazuri Abd .Ghani .............................................................................................................................. 1089
T HE S HOPPING AND D ESTINATION A TTRIBUTES T HAT M AKE A D ESTINATION A TTRACTIVE : T HE C ASE OF T AYTAY
T IANGG E ..................................................................................................................................... 1092
Jay Bryan Gasque .............................................................................................................................. 1092
Lourdes Lucill e Ordoveza .................................................................................................................. 1092
Victoria Villegas - Bacay ...................................................................................................................... 1092
T HE E VALUATION OF M U C ANG C HAI B RAND E QUITY F ROM THE D OMESTI C T OURISTS ’ P ERSPECTIVES ............ 1094
Pham Hong Long ............................................................................................................................... 1094
Nguyen Cong Toa i ............................................................................................................................. 1094
Pham Huong Trang ............................................................................................................................ 1094
ROOM 6 RELIGIOUS AND PILGRIMAGE TOURISM, S ESSION C HAIR : N OELA M ICHAEL .......................... 1100
T HE ETHICAL DIMENSION OF CUL TURAL HERITAGE TOURISM : T HE CASE OF H AGI A S OPHIA ............................. 1101
Eleni Mavragani ................................................................................................................................ . 1101
Sofia Avramidou ................................................................................................................................ 1101
T HE IMAGE AND AT TRACTIVENESS OF THE W AYS OF S AINT J AMES IN THE I NTERIOR NORTH OF P ORTUGAL ........ 1103
Pedro Ricardo Co elho de Azevedo .................................................................................................... 1103
T OURISM & U NIDENTIFI ED C ULTURAL H ERITAGE IN T HESSALONI KI . B ULGARIANS , S ERBS , R USSIANS , R OMANIANS .
................................................................................................................................................. 1105
Panagiota Kefala ................................................................................................................................ 1105
E NHANCING THE A TTRACTION FOR S PECIAL I NTEREST T OURISM IN G REECE WITH R ELIGIOUS AND P ILGRIMAG E
R OUTES ...................................................................................................................................... 1108
Christos Petreas ................................................................................................................................ . 1108
Vasileios D. Tzerpos ........................................................................................................................... 1108

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DARK TOURISM IN THESSALO NIKI: THE CHANCES OF CEMETERY AND GHOST TOURISM ............. 1111
Dinaki Eleni ........................................................................................................................................ 1111

ROOM 7 SERVICE QUALITY IN TOURISM, S ESSION C HAIR : Y IANNA O RPHANIDOU ................................ 1113
W INE TO URISM IN THE REG ION OF C ENTRAL M ACEDONIA : PERCEPTIONS OF WINE CONSUMERS AND WINERY OWNERS
................................................................................................................................................. 1114
Athina Nella ................................................................ ....................................................................... 1114
Ioannis Chatzigiaktsidis ..................................................................................................................... 1114
B ENCHM ARKING E - TOURISM ........................................................................................................... 1117
Aristeidis Cha tzipoulidis .................................................................................................................... 1117
Georgios Kokkinis .............................................................................................................................. 1117
Theodoros Kargidis ............................................................................................................................ 1117
E XAMINING HO TEL CUSTOMERS ’ PERCEPTION AND SATISFACTION IN A PANDEMIC USING USER - GENERATED CONTENTS
................................................................................................................................................. 1119
Nagihan Cakmako glu Arici ................................................................................................................. 1119
C YCLING FOR A SUSTAINABLE T OURISM : A PRELIMINARY STUDY IN AN URBAN ARE A OF I TALY ......................... 1122
Maria Grazi a Belliz zi .......................................................................................................................... 1122
Laura Eboli ......................................................................................................................................... 1122
Carmen Forciniti ................................................................................................................................ 1122
Gabriella Mazzul la ................................................................ ............................................................. 1122
M OTIVATIONS AND E XPECTATIONS OF P ARTI CIPANTS ABOUT T OURI SM O NLINE C OURSES IN M ARANHÃO , B RAZIL
................................................................................................................................................. 1124
Aline Ferreira Moraes ........................................................................................................................ 1124
Ângela Roberta L ucas Leite ............................................................................................................... 1124
Hudson Bianckinn i Serra Gusmão ..................................................................................................... 1124
Júlia Cristina Lucas Leite .................................................................................................................... 1124
Saulo Ribeiro dos Santos ................................................................................................................... 1124

ROOM 8 SUSTAINABLE AND RESPONSIBLE TO URISM, S ESSION C HAIR : I OANNA S IMELI ...................... 1126
D ROUGHT T OURISM : A DOPTING T OURISM FOR W ATER S CARCITY ........................................................... 1127
Vahit Oguz Kiper ................................................................................................................................ 1127
Ömer Saraç ........................................................................................................................................ 1127
Orhan Batman ................................................................................................................................... 1127
I DENTIFYING E NVI RONMENTAL AND S OCIAL D EGRADATION DUE TO T OURISM : S TAKEHOLDER P ERSPEC TIVE ON
S USTAINABLE I NDUSTRY P RACTICE S .................................................................................................. 1133
Meenu Pathi rana ............................................................................................................................... 1133
Ruwan Ranasinghe ................................................................ ............................................................ 1133
L IVELIHO OD D IV ERSIFICATION T HROUGH C OMMUNITY -B ASED E COTOURISM : A C ASE OF S ABAH , M ALAYSIAN
B ORNEO ..................................................................................................................................... 1136
Velan Kunjuraman ............................................................................................................................. 1136
I N SEARCH OF TOURI SM RESEARCH THAT GE NERATES SOC IAL I MPACT ........................................................ 1139
Alba Viana Lo ra .................................................................................................................................. 1139
Marta Gemma Nel ·lo Andr eu ............................................................................................................ 1139
S OCIO - ENVIRONMENTAL SURVEY AND SUSTAINABLE MANAGEM ENT OF AN ECOTOURISM HAMLET SITUATED IN
D ARJEELING DI STRICT , I NDIA ........................................................................................................... 1141
Sayan Bhattacharya, .......................................................................................................................... 1141
Arkajyoti Shome ................................................................................................................................ 1141
Avirup Datta ...................................................................................................................................... 1141

ROOM 9 TOURISM AND HOSPITALITY EDUCATION, S ESSION C HAIR : D IMITRIO S P ASCHALOUDIS .......... 1143

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C AN E LEPHANT - B ASED V OLUNTEER T OURISM BE P ROMOTED IN S RI L ANKA ? (A Q UALITATIVE E NQUIRY ) ....... 1144
Jenika Fernando ................................................................................................................................ 1144
Ruwan Ranasinghe ................................................................ ............................................................ 1144
Jayathree Herath ............................................................................................................................... 1144
H UNTING TOURI SM EDUCATION IN S ERBIA .......................................................................................... 1146
Aleksandra Prodano vić Stamenović .................................................................................................. 1146
Zoran A. Ristić ................................................................ .................................................................... 1146
Milosava Ma tejević ........................................................................................................................... 1146
Milutin Kovačević .............................................................................................................................. 1146
Igor Ponjiger ...................................................................................................................................... 1146
Vladimir Marković ............................................................................................................................. 1146
F OREIGN LANGUAGE S ACROSS THE TOURIS M AND HOSPI TALITY C URRICULUM I N G REECE : S TUDENTS ’ VIEWS AND
PERCEPTIONS ............................................................................................................................... 1149
Maria Papat hanasiou ........................................................................................................................ 1149
Nikolaos Tri has .................................................................................................................................. 1149
Konstantinos Ts i limpokos .................................................................................................................. 1149
S CENARIO FOR TRAINING HUMAN RESOURCES FOR TOURISM TO ADAPT TO CHANGE IN POST -C OVID 19 IN V IETNAM
................................................................................................................................................. 1151
Nga P T. Nguye n ................................................................ ................................................................ 1151
Phan T. Trinh ..................................................................................................................................... 1151
E DUCATIONAL T OURISM : T HE A NTECE DENTS OF S ATISFACTION AND L OYALTY ............................................ 1154
Tam Minh Nguyen ............................................................................................................................. 1154
Phuong Lan Thi Nguyen ..................................................................................................................... 1154
Nhan Thanh Ho .................................................................................................................................. 1154
T HE COVID 19 IMPAC TS ON TH E POST - SECOND ARY INSTITUTIONS ON B ACHELOR OF H OSP ITALITY M ANAGEMENT
(BHM) I NTERNATIONAL S TUDENTS – A CASE STUDY AT A CSENDA S CHOOL OF M ANAGEMENT , V ANCOUVER ,
C ANADA . .................................................................................................................................... 1156
Rupinder Kaur Gill ............................................................................................................................. 1156
Babul Thomas Gomes ........................................................................................................................ 1156
T HE S PATIAL I MPAC T OF A IRBNB IN TH REE CITIES : V IENN A , P ARIS AND B ARCELONA .................................... 1158
Elena Ştiubea ..................................................................................................................................... 1158
Alina Bădulesc u ................................................................................................................................ . 1158

ROOM 10 TOURISM PLANNIN G AND DEVELOPMENT, S ESSION C HAIR : M ARCO M ARTINS .................. 1160
R ETHINKING T OURISM P LANNING AND D EVELOPM ENT IN A P OST COVID - 19 W ORLD – A N EX PLORATORY STUDY
................................................................................................................................................. 1161
Marco Marti ns ................................................................................................................................... 1161
Ricardo Guerra .................................................................................................................................. 1161
Lara Marisa Santos ............................................................................................................................ 1161
H OME - SHARING AND OVERTOURISM IN THE EYES OF RESIDENTS OF A TOURISM CITY – THE CASE OF C RACOW , P OLAND
................................................................................................................................................. 1163
Michał Żemł a ..................................................................................................................................... 1163
E XPLORATORY S TUDY ON W INE T OURISM OF K ARNATAKA ..................................................................... 1165
Thashneem Thaqseen Bhanu ............................................................................................................ 1165
Prasanna Kumar J. P. .......................................................................................................................... 1165
C ONSCIOUS TRA VEL PARADI GM AND THE FUTURE OF TOURISM : T HE NEED FOR REGENERATIV E TOURISM .......... 1167
Asif Hussain ................................................................................................ ....................................... 1167
Francesc Fusté - Forné ........................................................................................................................ 1167
I MPACT OF FEST IVAL S MA NAGEME NT O N TOU RISM PROD UCT DEVE LOPMEN T . E VIDENCE IN V IETNAM . ............. 1170
Anh Trinh ........................................................................................................................................... 1170

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Thanh Nguyen ................................ ................................................................................................... 1170
R EQUALIFICATION OF PUBLIC SPACES AND TOURISM DEVELOPMENT : THE CASE OF V IZELA - N ORTHERN P ORTUGAL
................................................................................................................................................. 1172
Jorge Coelho ...................................................................................................................................... 1172
Filipe Costa ........................................................................................................................................ 1172
SUNDAY 23 MAY 2021, 13.30 - 15.00 PARALLEL SESSIONS .......................................................... 1174
ROOM 2 SOCIAL MEDIA IN TOURISM, S ESSION C HAIR : C OSTAS A SSIMAKOPOULOS .............................. 1174
C OVID 19 RESILIENCE VIA DIGITAL CULTURAL HERITAGE ; D IGITAL LIFE IN MUS EUMS A ND FEST IVALS DU RING TH E
ANTHROPAUSE ............................................................................................................................. 1175
Zoe Charis Belenioti ........................................................................................................................... 1175
S TUDY OF L ANGUAGE - SEGMENTED BASED ON T RIP A DVISOR REVIEWS RELATED T O THE MEMORABLE TOURIST
EXPERIENCE . ................................................................................................................................ 1180
Fernando Toro Sánchez ..................................................................................................................... 1180
T OWARDS D IGITAL V ALUE C REATION IN G ERMAN T OURISM - O BSTACLES , P ROCESSES AND T OOLS ................. 1184
Elina Gavriljuk .................................................................................................................................... 1184
Franziska Thiele ................................................................................................................................ . 1184
Hannes Thees .................................................................................................................................... 1184
Natalie Ol brich ................................................................................................................................... 1184
T HE W EAKNESS OF Y OU T UBE AS A TOURISM PROMOTI ON TOOL DURING THE C OVID - 19 ............................... 1186
Ani Wijayanti ................................................................................................................................ ..... 1186
Erlangga Brahmanto .......................................................................................................................... 1186
D O “ ANTI - TOURISM ” PROTESTS AFFECT TOURIST EXPERIENCE ? O NLINE REV IEWS ’ EVIDENCE IN THE SMART CITY OF
B ARCELONA ................................................................................................................................ . 1189
Naïma Aïdi ......................................................................................................................................... 1189
A N I NSTAGRAM CONT ENT ANALYS IS : B RAGA , THE BEST E UROPEAN DESTINA TION 2021 IN NORTHE RN P ORTUGAL
................................................................................................................................................. 1191
Alexandra Correi a .............................................................................................................................. 1191
Catarina Ferreira ............................................................................................................................... 1191
ROOM 3 SPORT MANAGEMENT AND SPORTS TOURISM, S ESSION C HAIR : M ARICA M AZUREK ............ 1193
A CHIEVING SUSTAINABLE SPORTS TOURISM BY ADOPTING SUSTAINABLE MOBILITY PRACTICES : THE CASE OF L ONDON
O LYMPICS ................................................................................................................................... 1194
Eleni Anoyrkati .................................................................................................................................. 1194
Thanos Kenanidis .............................................................................................................................. 1194
Kostas Alexandri s .............................................................................................................................. 1194
W OMEN IN THE LAST OF THE MALE DOMAIN : O PINIONS OF AN EXPERT PANEL ............................................ 1197
Laura Gisbert - Enrique ....................................................................................................................... 1197
Antonio Vidal - Matzanke .................................................................................................................... 1197
Pablo Vidal - Gonzál ez ................................ ......................................................................................... 1197
M ANAGING SERVICE QUALI TY IN AN INTERNATIONAL S PORT EVENT : THE CASE OF O CEANMAN - OPENWATER SERI ES
................................................................................................................................................. 1199
Thomas Karagiorgos .......................................................................................................................... 1199
Konstantinos Kon stantinidis .............................................................................................................. 1199
Apostolia Ntovo li ............................................................................................................................... 1199
Kostas Alexandri s .............................................................................................................................. 1199
P ROFILING RUNNERS OF A CITY SPORT E VENT : T HE CASE OF THE “A LEXANDER THE G REAT ” IN TERNATIONA L
MARATH ON ................................................................................................ ................................ . 1201
Panagiota Balaska , ............................................................................................................................. 1201

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Thomas Karagiorgos .......................................................................................................................... 1201
Kostas Alexa ndris, ............................................................................................................................. 1201
R EVISITING REVISIT INTENTION BASED ON RAFTI NG SPORTING EVENT EVENTQUAL .................................... 1203
Marijana Đu rađević ........................................................................................................................... 1203
Darko Dimitrovski .............................................................................................................................. 1203
A S TUDY ON D REAM 11 G AMING P LATFORM DURIN G THE COVID - 19 P ANDEMIC ...................................... 1205
Sarthak Sengupta .............................................................................................................................. 1205
Apoorva Dhuria ................................................................................................................................ . 1205
Anurika Vaish ................................ ..................................................................................................... 1205
S MALL SCAL E E VENTS AND DES TINA TION S : T HE CASE OF T HREE SPORT EVENTS I N G REECE .............................. 1207
Kyriaki Ananiado u ............................................................................................................................. 1207
Sofoklis Skoul tsos .............................................................................................................................. 1207

ROOM 4 SUSTAINABLE AND RESPONSIBLE TO URISM, S ESSION C HAIR : A NESTIS F OTI ADIS .................. 1210
R URAL TOURIS M ENTREPRENEURSHI P FOR SUSTAINABLE RURAL TOUR ISM .................................................. 1211
Dwiesty Dyah Utami .......................................................................................................................... 1211
Wawan Dhew anto ............................................................................................................................. 1211
Yuliani Dwi Lestari ............................................................................................................................. 1211
Dina Dellyana .................................................................................................................................... 1211
A GRITOURISM AS A S IGNIFICANT ALTERN ATIVE OF TOURIS M IN G REECE DURING C OVID - 19 PANDEMIC ERA . ...... 1216
Ilias Koufiotis ..................................................................................................................................... 1216
Alexandra Chazl ari ............................................................................................................................. 1216
Alexandros Makris ............................................................................................................................. 1216
C YCLING FOR A SUSTAINABLE T OURISM : A PRELIMINARY STUDY IN AN URBAN ARE A OF I TALY ......................... 1219
Maria Grazi a Belliz zi .......................................................................................................................... 1219
Laura Eboli ......................................................................................................................................... 1219
Carmen Forciniti ................................................................................................................................ 1219
Gabriella Mazzul la ................................................................ ............................................................. 1219
T HE P OTENTIAL OF S USTAINA BLE T OURISM FOR P OOR C OMMUNITIES IN S ALVADOR DE B AHIA ...................... 1221
Gianluca Goff i .................................................................................................................................... 1221
T HE EFFECT OF COVI D 19 ON TOURISM A ND HOW SMART T ECHNOLOGY CAN DEAL WITH NEGATIVE CONSEQUENCES
................................................................................................................................................. 1223
Hamza AL - Nawafleh .......................................................................................................................... 1223
Estrella Díaz ....................................................................................................................................... 1223
Rocío Carranza ................................................................................................................................... 1223

ROOM 6 TOURISM PLAN NING AND DEVELOPMENT, S ESSION C HAIR : C HRISTINA B ONAROU ............... 1225
A CCOMMODA TION BASE AND TOURIST TRAFFIC I N P OLAND IN A REGIONAL PERSPECTI VE IN 2005 - 2019 .......... 1226
Iwona Pomi anek ................................................................................................................................ 1226
Katarzyna Gralak ............................................................................................................................... 1226
Irena Ozimek ..................................................................................................................................... 1226
Joanna Rakowska .............................................................................................................................. 1226
E XPLORING THE ROLE OF SMALL - SCALE , SOCIALLY DISTANCED C OVID - 19 SECURE TOURISM EVENTS IN URBAN CITIES
................................................................................................................................................. 1229
Supriya Bhutiani ................................................................................................................................ 1229
D IGITAL N OMAD S TOUR ISM IN G REECE : CURREN T ISSUES AND PROSPECTS FOR DEVELOPMENT ....................... 1231
Dorothea Kerefiadoy ......................................................................................................................... 1231
Panagiota Kyriaki doy ......................................................................................................................... 1231
C AN S TILT F ISHING BE D EVELOPED AS A R ECREATIONAL T OURISM A CTIVITY ? C HALLENGES AND O PPORTUNITIES 1233
Arosha Shanaka ................................................................................................................................ . 1233

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Ruwan Ranasinghe ................................................................ ............................................................ 1233
F ILM -I NDUCED T OURISM : T HE R OLE OF C HINESE T OURIST S ' P R EFERENCE IN D ESTINATION D EVELOPMEN T ....... 1235
Junfeng Shi ........................................................................................................................................ 1235
Eva Erdelyi ................................................................ ......................................................................... 1235

ROOM 7 TRAVEL AND L EISURE, S ESSION C HAIR : K AAT DE R IDDER ...................................................... 1237
L EISURE ACTIVITIES AND LIFE SATISFACTION : A STUDY OF THE QUANTITY AND QUALITY ASPECTS OF LEISURE ACTIVITIES
................................................................................................................................................. 1238
Bình Nghiêm - Phú .............................................................................................................................. 1238
Thu Hương Kiều ................................................................................................................................ . 1238
Thị Thu Trang Hoàng ......................................................................................................................... 1238
‘’T HE TRAVEL BEHAVIOUR OF VEGETARIANS AND VEGANS . H OW THE MARKET CAN ATT RACT THEM A S TOURISTS ’’: T HE
CASE OF G REECE AS A TRAVEL DESTINATI ON FOR VEGANS AND VE GETARIANS .............................................. 1240
Georgia Zouni .................................................................................................................................... 1240
Maria I. Klouvidaki ............................................................................................................................. 1240
D EVELOPING D IVISOR IA AS SHO PPING TO URISM DESTINATION AMIDST C OVID - 19 ...................................... 1242
Daryl Ace V. Cornell ........................................................................................................................... 1242
Lenis Aislinn C. Separa ....................................................................................................................... 1242
Celso Jovy D. Torreon ........................................................................................................................ 1242
N EW PRIORITIES INFLUENCING THE TRAVEL DECISION : C AN VFR TRAVEL GET A LEADING ROLE AFTER THE PANDEMIC ?
................................................................................................................................................. 1245
Burcu Koç .......................................................................................................................................... 1245
C ORPORATE SEC URITY IN TOURISM – THE EXAMPLE OF S LOVENIA ............................................................ 1247
Sebastjan Repnik ............................................................................................................................... 1247
Gabriela Antošová ................................................................................................ ............................. 1247

ROOM 9 WINE A ND GASTRONOMY TOURISM, S ESSION C HAIR : T HEODOSIOS T SIAKIS ......................... 1250
H ERITAGE A ND W INE T OURISM FOR C HINESE T OURISTS : T HE C ASES OF S TUDY IN P RIORAT AND R IBEIRA S ACRA O F
S PAIN ......................................................................................................................................... 1251
Liao Wei Wang .................................................................................................................................. 1251
Dolores Sánchez Aguilera .................................................................................................................. 1251
G ASTRONOMIC T OURISM AND N EW P ATHS ........................................................................................ 1258
Juliana Meneses ................................................................................................................................ 1258
Cristina Barroco ................................................................................................................................ . 1258
Carla Silva ................................................................ .......................................................................... 1258
G ASTRONOMY AND CULTURAL TOURI SM IN J OÃO P ESSOA - PB / B RAZIL : APPRECIATION AND POST - PANDEMIC
RECOVERY ................................................................................................................................... 1261
Francinete da Silva Guilherme .......................................................................................................... 1261
Al essandra Souz a Queiroz Melo ........................................................................................................ 1261
Adriana Brambil la .............................................................................................................................. 1261
P ROFILING P ORTUGUESE WINE TOURI STS : D EMOGRAPHICS , TR AVEL BEHAVIOR AND WINE INVOLVEMENT ........ 1263
Diana Cunha ...................................................................................................................................... 1263
Elisabeth Kastenholz ......................................................................................................................... 1263
Carla Silva ................................................................ .......................................................................... 1263
W OMEN IN THE LEAD OF WINE TOURI SM : H OW DO WOMEN DIFFER FROM MEN IN LEADERSHI P ACTIVI TIES I N TWO
P ORTUGUESE WINE ROUTES ? ........................................................................................................... 1265
Lúcia Pato ................................................................................................ .......................................... 1265
Diana Cunha ...................................................................................................................................... 1265
Conceição Cunha ............................................................................................................................... 1265
Elisabeth Kastenholz ......................................................................................................................... 1265

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ROOM 10 C RIME AND CORR UPTION IN TOURISM, S ESSION C HAIR : C HRYSSOULA C HATZIGEORGIOU ..... 1267
T HE INFLUENCE OF SPAT IAL INF RASTRUCTURE ON RESORT HOTE L CRIME . A CASE STUDY IN C RETE .................... 1268
Georgios Trianta fyllou ....................................................................................................................... 1268
Eirini Strataki ..................................................................................................................................... 1268
Michael Vo lyrakis .............................................................................................................................. 1268
T OURISTS ’ SAFETY IN C APE T OWN T OWNSHI PS , S OUTH A FRICA . ................................ ............................. 1271
Thandokazi Lulu Mbane .................................................................................................................... 1271
Ikechukwu O. Ezeuduji ...................................................................................................................... 1271
B RITISH C OLUMBIA H OTEL A SSOCIATION ’ S ROLES AND RESPONSIBILITIES IN PUTTING AN END TO HUMAN
TRAFFICKING , C ANADA . .................................................................................................................. 1273
Harjit Singh ........................................................................................................................................ 1273
Babul Thomas Gomes ........................................................................................................................ 1273
C ORRUPTION I N PUBLIC SECTOR AND ITS INFLUENCE ON SUSTAI NABLE TOURI SM DEVELOPMENT ..................... 1275
Ioanna Simeli ..................................................................................................................................... 1275
Nikolaos Kons tanto poulos ................................................................................................................. 1275
SUNDAY 23 MAY 2021, 16.00 - 18.00 PARALLEL SESSIONS .......................................................... 1278
ROOM 1 MARKETING IN TOURISM AND HOSPITALITY, S ESSION C HAIR : E VANGELOS C HRISTOU ........... 1278
H OW READY ARE CUSTOMERS TO RE - TRAVEL FOR TOURISM ? I NSIGHTS FROM T HE UAE AND E GYPT ................ 1279
Mohamed Abou - Shouk ..................................................................................................................... 1279
Nagoua Zoair ..................................................................................................................................... 1279
Emadeddin Abulenein ....................................................................................................................... 1279
D ETERMINANTS OF MICE T OURISM P ROMOTION IN S RI L ANKA :A M ANAGEMENT P ERSPECTIVE .................... 1282
Thushan Hansaka .............................................................................................................................. 1282
Ruwan Ranasinghe ................................................................ ............................................................ 1282
Dhananjaya Nawarathana ................................................................................................................. 1282
T HE R OLE OF M ARKETING M IX E LEMENTS IN D ESTINATION C HOICE : T HE C ASE OF S AFRANBOLU .................... 1285
Cenk Murat KOÇOĞ LU ................................ ....................................................................................... 1285
Emrah YAŞARSOY ................................................................................................ .............................. 1285
D ARK AND B LACK B RANDING : A PROPOSED C ONCEPTUALIZATION ........................................................... 1288
Bintang Handayani ............................................................................................................................ 1288
Maximilia no E Kors tanje .................................................................................................................... 1288
E XPERIENTIAL MARKETING OF LUXURY HOTELS AT THE POST - P ANDEMIC PERIOD ......................................... 1291
Adamantia – Stavriani (Amanda) Papanagiotou ................................................................ ............... 1291
T HE ADDITI ONAL THREE P S OF M ARKETING M IX AS A TOO L FOR TH E EVALU ATION O F HOSPIT ALITY PRO DUCTS AND
SERVICES ..................................................................................................................................... 1293
Ourania Vitoul aditi ............................................................................................................................ 1293
George Apostolopoul os ..................................................................................................................... 1293
V ALUE CO - CREATION IN BRANDING : A SYSTEMATIC REVIEW TOWARD TOURISM PERSPECTIVE ......................... 1295
Hong Long Pham ............................................................................................................................... 1295
Huong Trang Pham ............................................................................................................................ 1295
Thi Xuan Dao Truong ......................................................................................................................... 1295
Tam Thanh Nguyen ........................................................................................................................... 1295

ROOM 2 SERVIC E QUALITY IN TOU RISM, S ESSION C HAIR : M ARIA A RGYROPOULOU ............................. 1301
T HE ROLE OF HRM IN SERV ICE QUAL ITY IMPR OVEM ENT OF H OTEL BU SINESS .............................................. 1302
Maria Greas idou ................................................................................................................................ 1302

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Alexis Saveriad es, Cyprus Univer sity of Techno logy, Cyprus
Raffaele Scuderi, Kore Univers ity of Enna, Italy
George Siomkos, Athens University of Bus iness & Econom ics, Greece
Dora Smolcic Jurdana, Universi ty of Rijeka, Croatia
Marios So tiriadis , Universi ty of So uth Afric a, South A frica
Evangelia Stalika, International Ηellenic University, Greece
Aikaterini Stav rianea, National & Kapodistria n University of Athens, Greece
Theodoros Stavrinoudis, University of the Aegean, Greece
Dimitris Stergiou, Hel lenic Open University, Greece
Agustín Santana Talavera, Univ ersidad de La L aguna, Spain
George Stalidis, International Hellenic Universi ty, Greece
Ustijana Sh ikoska,University “St. Paul the Apostle”, Nort h Macedonia
Ioanna Simeli, University of Mace donia, Greece
Aikaterini Stav rianea, National & Kapodistria n University of Athens, Greece
Anders Steene, Söder törn University, Sweden
Renata Tomljenovic, Insti tute f or Tourism, Croatia
Paris Tsartas, Harokopio Universi ty, Greece
Georgios Tsekouropo ulos, Internati onal Hellenic University, Greece
Theodosis Tsiakis, International Hellenic University, Greece
Panagiotis Tzi onas, Internatio nal Hellenic Univers ity, Greece
Natasa Slak Valek, Zayed University, Un ited Arab Emi rates
Marco Valer i, Univers ity Niccol o Cusano, Italy
Christos Vassiliadis, University of Macedonia, Greece
Efstathios Velissariou, University of Thessaly, Greece
Cleopatra Veloutsou, University of Glasgow, United Kingdom
Ourania Vitoul aditi, Universi ty of West Attica , Greece
Peter Vlachos, Un iversity of Greenwi ch, United Kingdo m
Aspasia Vlachv ei, Western Macedonia University, Greec e
Maria Voden ska, Univer sity of Sofia, Bu lga ria
Michael Vo lgger, Cur tin Univer sity, Aus tralia
Vasiliki Vrana, International Hellenic University, Greece
Arun Upneja, Bos ton University, USA
Kostas Zafirop oulos, Universit y of Macedonia, Greece

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Organising Commit tee
Chair:
Chryssoula Chatzigeorgiou, International Hellenic University, Greece
Members:
Spyros Avdimiotis, International Hellenic University, Greece
Evangelos Christou, International Hellenic University, Greece
Anestis Fotiadi s, Zayed Univers ity, United Arab Emirates
Antonios Gianno poulos, Univer sity of Aegean , Greece
Soultana - Tania Kapiki, International Hellenic University, Greece
Fotis Kilipiris, International Hellenic University, Greece
Panagiotis Papageo rgiou, Alexander Technological I nstitute of Thes saloniki, Greece
Efthymia Papagianni, Al exander Technologi cal Institute of Thessaloniki, Greece
Alexis Saveriad es, Cyprus Univer sity of Techno logy, Cyprus
Georgios Tsekouropo ulos, Internati onal Hellenic University, Greece
Ioanna Simeli, University of Mace donia, Greece
Evangelia Sta lika, International H ellenic Universit y, Greece
FRIDAY 21 MAY 2021 , 16: 00 – 1 8: 00 Parallel Sessions
ROOM 1 AIR TRAVEL , Session Chair: Spyridon Avdimiotis
295 Tingting Lee, Chen - Kuo Pai and Chunhui Cai , Exploring the Impact of Airport Self - service
Technology Functions on Passengers' Emotional and Functional value, and Satisfaction
353 Lucrezia Maria De Cosmo, Luigi Piper, Gianluigi Guido and Antonio Mileti , How to mitigate the
effects of negati ve events in trans port sector on tourism de stination
384 Giuseppe Catenazzo and Ramesh Roshan Das Guru , Mit igating cu stomers’ d issatisf action wit h
service failures: A case study on air travellers at the time of COVID - 19
474 Vicka Samiun and Wei Chen , Consumers Behaviour and Experience towards Full - Service Carrier
Airlines: A st udy on internat ional students as travellers
12 Evangelos Kilipiris and Panagiotis Kargidis, Airport Digitalisat ion and Passenger Experience:
Getting the Magic and the Revenues Back

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Exploring the Impact of Airp ort Self - service Technology
Functions on Passenge rs' Emotio nal and Fu nctional value, a nd
Satisfaction
Tingting, Lee
Faculty of Hospi tality and Tourism Management , Macau Univers ity of Sci ence and Techno logy,
Aveida Wai Long, Taipa, Macau, P R China
E- mail: [email protected]
Chen -Kuo Pai
Faculty of Hospit ality and Touris m Management, Macau Un iversity of Sci ence and Technol ogy,
Aveid a Wai Long, Taipa, Macau, P R China
E- mail: ckpai@must .edu.mo
Chunhui Cai
Faculty of Hospit ality and Touris m Management, Macau Un iversity of Sci ence and Technol ogy,
Aveida Wai Long, Taipa, Macau, P R China
E- mail: [email protected]
PURPOSE
With the constant improvement of transportation industry and the rapid development of the civil aviation
industry in China, more and more passengers choose to travel by plane, and the number of passenger is
growing rapidly. In recent years, the concepts such as convenient travel and simplified business have
been deeply promoted in the transportation industry. In addi tion, self - service technology closely related
to them have emerged and developed rapidly. It can not only improve the efficiency, but also save the
cost of human and material resources. Therefore, self - service tech nologies have gra dually become
popular in major airports in China. At present, there are many researches on airport self - service
technology in academic circles, but the resea rch on the impact of airport self - service technolog y
functions on passengers' emotional and functional value and satisfaction has not yet emerged. There fore,
research on this subject is very n ecessary.
This research fo cuses on the study the percei ved value, sati sfaction and b ehavior intentions of passengers
adopting the functions of airport self - service technology .The research questions include the following
three aspects: 1. Wha t are the characteristics of airport self - service technology? 2. Will the characteristics
of airpor t self - service technology affect passengers' perceived value? 3. Does the perceived value of
passengers affect their sati sfaction and behavior intentions?
RESEARCH METHODS
This research is based on the "Stimulus - Organism - Response model" (SOR model) design research
model, and a total of 13 resear ch hypotheses are propo sed. This study adopt s a convenie nt sampling
method to di stribute paper question naires to pa ssengers who have us ed air port self - service te chnology at
Shanghai Pudong International Airport. A t otal of 480 questionnaires were issued and 420 valid
questionnaires were collected.Using SPSS 24 and AMOS statistical tools, analyze whether the attributes
of airport self - service technology will affect their behavior intentions through perceiv ed value and
satisfaction. Finally, the research model supports all assumptio ns.
RESULTS AND DI SCUSSION

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The results show that the five attrib utes of the airport s elf - service technology, including functionality,
enjoyment, security, customization and convenience, can s ignificantly influence passengers' behavioral
intentions through the perceived functional value, perceiv ed emotional value, and satisfaction. This
positive impact may increase passenger s atisfaction, willingness to r euse, and positive word - of - mouth.
The st imulus - organization - response (SOR) model is often used to determine consumer behavior in the
field of behavioral sciences. Based on this model, this study scientifically and rationally explores the
relationship between the airport self - service technology c haracteristics and the perceived val ue,
satisfaction and behavioral intention of passengers, which plays a supplementary role to the application
of SOR theoretical model. The results of this study verify the influencing factors of airport self - service
tech nology users ' sat isfaction and behavior intentions (Colli er & Sherrrell, 2010; Lin & Hsieh, 2011;Orel
& K ara, 2014); And mos t p revious studies only explore the characteristics of s elf - service technology,
and few Some scholars have analyzed the relationshi p between the user's perceived value and its
characteristics (Mathwick, Wagner, & Unn, 2010; Kim & Park, 2019), but this research analyzes the
relationship between them .
IMPLIC ATIONS
The results of this stud y can provi de a refere nce for the future development direction for self - service
technology in the civil aviation industry and enrich relevant research results on airport self - service
technology. In addition, this research also has the following policy significance: it is necessary to
formulate a strategy to enhance self - service technology and enable airports to provide more differentiated
services, so as to be adequately prepared for fierce global comp etition. It is necessary to gradually expand
the application scope of self - service technology to make it run stably. At the same time, it is ne cessary
to apply the latest technology to expand self - service technology. Future studies can investigate whether
there are other factors that affec t passengers' use of airport self - service technology.
KEYWORDS
Airport Self - service Technology, Perceived Value, S atisfaction, Behavior Intention
REFERENCES
Collier, J. E., & Sherrell, D. L. (2010 ). Examining the influence of control and convenience in a self -
service setting. Journal of the Academy of Marketing Science, 38(4): 490 - 509.
Demoulin, N.T.M. and Djelas si, S . (2 016). An integr ated mod el of self - service technology (SST)usage
in a retail context. International Journa l of Retail & Distribution Manag ement ,44(5): 540 - 559.
Gures, N., Inan, H., and Arslan, S. (2018). Assessing the se lf - service technology usage of Y - Generation
in airline services. Journal of Air Transport Management , 71(2018):215 - 219.
Han, H. Yu, J. and Kim, W.(2018).Airport shopping - an emerging non - aviation busi ness: triggers of
traveler loyalty. Journal of Travel & Tou rism Marketing ,35(7):835 - 845.
Hwang, J. and Lyu, S.O.(2018).Un derstanding first - class passengers' luxury value perceptions in the US
airline industry. Tourism Management Perspectives , 28(2018):29 - 40.
Kim, J. H., & Park, J. W. (2019). The effec t of airport s elf - service characteristics on passengers '
perceived value, satisfaction, and behavioral intention: Based on the SOR
model. Sustainability , 11(19): 5352.
Lee, J.S., Lee, C.K., and Choi, Y.J. (20 11). Examining the Role of Emotional and Functional Values in
Festival Evaluation. Journal of Travel Research ,50(6):685 - 696.
Lin, J.S.C. and Hs ieh, P.L. (2011). Assessing t he Self - service Techno logy Enco unters: Development and
Validation of S STQUAL Scale. Journal of Retailing , 87 (2):194 - 206.
Mathwick, C., Wagner, J ., & Unni, R. (2 010). Comp uter - mediated customization t endency (C MCT) and
the adaptive e - service experien ce. Journal of Retailing , 86(1): 11 - 21.

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Mukhtar, N.D., Afthano rhan, A. , Ghazali , P.L., and Foziah, H. (2020).A Conce ptual Pape r for Self -
service Technolo gy (SST) on Grabcar Users. Humanit ies & Social Sciences Reviews , 8(2):569 -
578.
Nuriye Gur es, N., Inan, H., and Arslan, S. (2018). Assessing t he self - service technology usage of Y -
Generation in a irline services. Journal of Air Transport Management ,71(2018):2 15 - 219.
Orel, F. D., & Ka ra, A. (2014). Supermarket self - checkout service quality, customer satisfaction, and
loyalty: Empirical evidence from an emerging market. Journal of Retai ling and Consumer
services, 21(2): 118 - 129.
Park, K. and Park, J.W. (2018).Th e effect s of t he servicescape of air port transfer amenities on the
behavioral intentions of transfer passengers: A case study on Incheon International
Airport. Journal of Air Tr ansport Management ,72(2018):68 - 76.
Park, K.S. and Park, J.W. (2018). The Effects of Airport Duty - Free Shop Ser vicesape on Emotional
Response and Loyalty with an Emphasis on the Moderating Effect of Gender. International
Journal of Business and Society ,19(2): 429 - 448.
Rasoolimanesh, S.M., Iranmanesh M., Amin, M., Hussain, K., Jaafar, M. , and Ataeish ad, H. (2020).Are
functional, emotional and social values interrelated? A study of traditional guesthouses in Iran.
International Journal of Con temporary Hospitality Mana gement ,32(9):
2857 - 2880.

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How to mitig ate t he eff ects o f negative events in trans port sector
on tourism destination
Lucrezia Maria de Cosmo
University of Ba ri, Italy
ORCiD: 0000 - 0003 - 1198 - 1492
E- mail: lucrezi amaria.decosmo@u niba.it
Luigi Piper
University of S alento, Italy
ORCiD: 0000 - 0002 - 9455 - 472X
E- mail: luigi [email protected]
Antonio Mileti
University of S alento, Italy
ORCiD: 0000 - 0003 - 0051 - 8195
E- mail: antonio. mileti@unisa lento.it
Gianluigi Guido
University of S alento, Italy
ORCiD: 0000 - 0002 - 3578 - 4795
E- mail: [email protected] t
PURPOSE
Many companies operating in the transport sector strive to keep their customers loyal over time
(Chaudhuri and Holbrook, 2001). However, events that can lead the consumer to choose other companies
can happen. Examining the literature ( Zarantonello et al., 2016), there are three types of events and
situations (negative events): i) episodes of consumer dissatisfaction related to the product or services
provided; ii ) associati ons that consumers form with respect to t he brand and its users; iii) business actions
and practices that are not accepted by consumers. When one of these negative events (or all of them)
occur during the trip, satisfaction, service quality, value, and likelihood to return decreases with a
negative impact on brand loyalty (Chen, 2008). This has negative consequences for the transpor t
company and, indirectly, for the tour ist destination (Virkar et al ., 2018).
The purpose of this study is to evaluate th e effects of n egative events on Brand loyalt y (Fig 1). It is also
hypothesized that these events can affect on t he consumer’s personality characteristic, activated during
the brand choice phase, such as Choice difficulty, leading him to select the well - known brand (increasing
Brand loyalty). Finally , consumers who have a particular propensity to purchase consumer products of
different brands (Brand switchers) , lead to accentuate these effects.
Fig.1 Conceptual framework

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RESEARCH METHODS
A quantitative stud y has been carried ou t considering as bra n d RyanAir, a low cost airl ine. Expert
interviewers administered a questionnaire to a sample of 233 participants (41.2% men and 58.8%
women) aged b etween 17 and 67 years (M = 28.47), everyone has use d the company ’s services at least
once. As screening quest ion it was asked if and which of the negative events (dichotomous variables 0 -
1) had occurred during their experience of use (Zarantonello et al. 2016). Those who responded positively
to at least one of the three negative events were given the questionnair e containing the socio - demographic
questions and the following scales: i) Choice difficulty (Mariadoss et al. 2010); ii) Brand switcher (Hung
et al., 2011); iii) Brand loyalty (Chaudhuri and Holbrook, 2001). The independent variable is given by
the number of negative events presents (1, 2 or 3) .
RESULTS AND DI SCUSSION
The results of a mediation model (Model 4 of macro Process for SPSS) showed that the presence of
negative events has a negative ef fect on brand loyalty (
b
= – .132; p = .045). However , there are
significantly positive partial effects between negative events and choice difficulty (
b
= .131; p = .041)
and between choice difficulty and brand loyalt y (
b
= .140; p = .037). The indirect eff ect is also
significantly positive (
b
= .022; p <.050), demonstrating that it is poss ible to leverage the uncertainty in
consumer choice to increase brand loyalty. Finally, brand switcher has a si gnificantly positive impact on
the relationship between ne gative events and brand lo yalty (
b
= .196; p = .003).
IMPLIC ATIONS
To guarantee the to urists’ loyalty to the brand and touri st destinations at every sta ge of the fruition
process is fundamental. However, negative events can change the consumer’s perception of their
experience and lead them to change brands and destinations. Identifying the factor s that can mitigate
these negative effects is useful for creating new mark eting strategies capable of maintaining high
consumer loyalty. Future research could evaluate whether the tourist destinati on, through its
characteristics, are able to influence consumer choice (Di Vittorio et al., 2019). In addit ion, it would be
worth considerin g whether past satisfaction cou ld mitigate the effects of nega tive events (Guid o, 2014).
KEYWORDS
Negative events, Brand loyalty, Choice difficulty, Bra nd switcher.
REFERENCES
Anjali R. Virkar, Dr. Prita D.Mallya (2018). A revie w of dimensi ons of to urism transport affecting tourist
satisfaction. Indian Journal of Com merce & Management S tudies , 9(1), 72 – 80.
Chaudhuri, A. an d Holbrook, M. B. (2001). The Chain of Effects from Brand Trust and Brand Affect to
Brand Performance: The Role of Bra nd Loyalty. Journal of Marketing , 65(2), 81 – 93.
Cheng, J. - H. , Chen, F. - Y. and Chang, Y. - H. (20 08). Airli ne relatio nship qual ity: An examin ation of
Taiwanese passeng ers. Tourism Management , 29(3), 487 – 499.
Di Vittorio , A., de Cos mo M.L., Iaffaldano N. a nd Piper L. ( 2020). Ide ntity proc esses in marketing:
Relationship between image and personality o f t ourist destination, destionation self con gruity and
behavioral responses. Mercati e competit ività 2:13 – 40.
Guido, G. (2014). Customer Satisfaction , in Wiley Encyclopedia of Management, Vol. 9: Marketing,
C.L. Cooper (ed .), Wiley, 139 – 147.
Hung, K., Li S. Y., an d Tse D. K. (20 11), Interpe rsonal Tr ust and Platform Credi bility in a Chinese
Multibrand O nline Communit y. Journal of Advertisi ng , 40(3), 99 – 112.

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Mariadoss, B.J., Echambadi, R., Arnold, M.J. and Bindroo, V. ( 2010), An Examination of the Ef fects of
Perceived Difficulty of Manufacturing the Extens ion Product on Brand Extension Attitudes .
Journal of the Academy of Marketing Science , 38(6): 704 – 719.
Zarantonello, L., Romani, S., Grappi S., Bagozz i R.P. (2016) . Brand hate. Journal of Product & Brand
Management , 25(1): 11 – 25.

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54

Mitig ating cus tomers ’ di ssat isfac tion with ser vice fail ures: A c ase
study on air travellers at the time of COVID - 19
Giuseppe Catenazzo
ICN Business School, Franc e
ORCiD: 0000 - 0003 - 1747 - 255X
E- mail: giuseppe.catenazzo@icn - artem.com
Ramesh Roshan Das Guru
University of Gen eva, Switzerland
ORCiD: 0000 - 0003 - 1144 - 2835
E- mail: [email protected]
PURPOSE
The present re search provides insights i nto passengers’ assessment of a irlines’ recovery measures, which
shut down operations at the beginning of the COVID - 19 pandemic. To this end, the present study intends
to provide answers to the following research questions: 1) what recovery measures did airlines deploy
after cancelling flights because of the outbreak of COVID - 19? 2) Which of these measures did
passengers appreciate t he most? And 3) how did passengers’ satisfaction with recovery vary according
to the offered recovery?
RESEARCH METHODS
We partnered with a professional provider of research services that allowed running an online survey on
its consumers’ panel. Only members living in New York State who experienced at least one flight
cancellation between 23 rd March and 5 th April 2020 – the two initial weeks of the state - wide lockdown –
could participate in the poll. In the case of two or more cancelled flights during this time, respondents
had to refer only to the most recent cancelled flight. Aft er cleaning the dataset for inconsistencies, we
used N=360 respondent s for anal ysis. Among other items, we asked Has the airline (directly or through
a t ravel agency) of the LAST cancel led flight proposed a solution to the situation? Resp ondents could
check one out of several options or fill out next to the opti on “ Other – please specify ”. The answers to
this question were then use d as independent variables for two linear re gression (OLS ) models estimating
the effects of recovery measures on passengers’ satisfaction with the offered recovery. The respondents’
satisfaction with the airline’s recovery after cancelling a flight was based on two questions used in
Nguyen, McColl - Kenn edy, and D agger (2012). Pearson’s correlation coeff icient between these two
items was substantial; we combined them into a single factor. Factor scores were computed and used as
the dependent variable in both models.
RESULTS AND DI SCUSSION
This study shows that the examined recovery measures made passengers happier than those who clai med
they received no recovery at all. These measures all referred to distributive fairness, supposed to have
“ the most impact on air travellers’ satisfaction, WOM [w ord - of - mouth] , and fu ture intentions ” (Migacz,
Zou a nd Pet rick, 2018, p. 94 ). However, not all efforts are equally successful: Passengers who got the
possibility to rebook their cancelled flight exhibit less r ecovery satisfaction than those who received a
full refund or a vouc her. Passengers who got the opportunit y to rebook their cancel led f light with the
same airline for free or at an extra cost exhibit less satisfaction with the recovery than those who got
more fre edom. Prov iding cl ients wi th the choice of getting their mone y back, i.e. granting the opportunity
to book in the future w ith competitors, is apprecia ted by clients. Receiving a voucher is highly

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appreciated only when it does not represent a constraint, i. e., getting the flying credit is not the sole
offered option against losing all the money spent on the ticket.
IMPLIC ATIONS
At the cornerstone of customer satisfaction strategy (Bamford and Xystouri, 2005, p. 307), effective
service recovery can redress a wrecked relationship with clients. Yet, this goal is regularl y unmet. The
results from the stud y at hand show that recovery measures limiting the freedom of choice of a
relationship partner represent a suboptimal policy. Instead, a choice sans obligation does pay off. Further
research should examine the effects of t hese and other recovery measures on other kinds of failures on
specific routes and airlines in different contexts. Next, the present research investigates passengers’
reactions right at the beginning COVID - 19 pandemic: At the time, there was a lack of overview regarding
the pandemic spread, its severity, and the length of restrictions. A longitudinal study should investigate
passengers’ satisfaction with recovery several months later and the effects of this critical incident on
passengers’ relationship with the respective airline.
KEYWORDS
Satisfaction, service failur es, service recovery, COVID - 19
REFERENCES
Bamford, E. and Xys touri, T. (2005). A case study of s ervice failure and recovery within an international
airline. Managing S ervice Quali ty: An Inter national Jou rnal , 15(3): 306 - 322.
Bitner, M.J. , Booms, B. H. and Te treault, M.S. (1990). The Service Encount er: Diagnosing Favorable
and Unfavorable Incidents. Journal of Marketing , 54(1): 71 - 84.
Lorenzoni, N. and Lewis, B.R. (2004). Servi ce recovery in the airline i ndustry: a cros s - cult ural
comparison of the attitudes and behaviours of Briti sh and Italian front - line personnel. Managing
Service Quality , 14(1): 11 - 25.
Migacz, S.J, Zou, S. and Pe trick, J.F. (2018). The “Terminal” Effec ts o f Se rvice Failure on Airlines:
Examining Service Recovery with Ju stice Theory. Journal of Travel Research , 57(1): 83 - 98.
Nguyen, D.T., McColl - Kennedy, J.R. and Dagger, T.S. (2012). Matching service recovery solutions to
customer recovery preferences. European Journal of Marke ting , 46(9): 0309 - 0566.
Van Vaerenbergh, Y. and Orsi ngher, C. (2016). Service recover y: An integrative frame work and researc h
agenda. Academy of Manag ement Perspectives , 30(3): 328 - 346.

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ROOM 2 SPECIAL INTEREST TOURISM , Session Chair: Fotis Kilipiris
431 Valeria Cocco , Virtual Experience as Alternative Form of Tourism
435 Samet Çevik and Semih Sarıipek , Memorab le touri sm experie nce in sl ow cities : A netnog raphic
analysis in the case of Halfeti
66 Romina Alkier, Vasja Roblek and Vedran Mil ojica , Wellness to urism of Republ ic of C roatia - a
chance for the recuperation of Croatian tourism in the post - COVID 19 p eriod
93 Luzviminda Tugade , Memorable Tou rism Exper iences in BASECO Sl ums Based o n Tripadv isor
Reviews
135 Montserrat Iglesias and Laia Tonda , Post - pandemic domestic language tourism experiences in
Spain
552 Zafer Türkmendağ , Perceived Value for Money and Services Satisfaction in Mountaineering
Tourism
83 Evangelia Kasimati, Panagiota Dionysopoulou and Akrivi Diamantakou The impact of a mega
sport event in the city of Athens: The case of the Authentic Marathon

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Welln ess tour ism of R epubl ic o f C roat ia -a chance for the
recuperation of Croatian tourism in the post - COVID 19 perio d
Romina Alkier
Faculty of Touri sm and Hospitality Management
E- mail: rominaa@f thm.hr
Vasja Roblek
Faculty of Organi sation Studies
E- mail: vasja.r [email protected]
Vedran Milojica
Faculty of Touri sm and Hospitality Management Opatija
E- mail: vedran.mi lojica@gmail. com
PURPOSE
The con sequences of the COVID - 19 virus are visi ble, especiall y in countries with s trong tourism sectors
catering to foreign visitors, these countries in Europe, especi ally in Portugal and Croatia. For this,
countries apply t hat they are disproportionately affected, as every million euros lost in tourism revenue
can mean two to three million fewer sales for the industries that supply touri sm. According to the
pandemic situation and consequences for the tourism industry, this paper aims to analyse the
consequences f or the wellness tourism of t he Republic of Croatia. According to the global pandemic
situation and its impact on the tourism industry, it is clear that it will never be the same before the
pandemic. Therefore, we prepared the following research ques tion: What will be wellness t ourism like
after the pandemic and how to adapt the wellnes s tourism strategies to the post - pandemic situation?
RESEARCH METHODS
This study aims to use the content analysis and key - words co - occurrence analyses for analyzing t he
content of touristic busines s reports, government strategies and polici es, wellness companies’ strategies
and scientific articles in tourism and hospitality. The goal of t he content and key - words co - occurrence
analyses is to define t he impact of COVID - 19 on tourism and hospitality and to present strategies to limit
the conseq uences, espe cially in wellness tou rism. Following the difficult situation, increasing the
demand for foreign travel, and ensuring domestic tourism growth. Therefore, an investigation o f this
nature goes in - depth to identify changes in future tourism strategies.
RESULTS AND DI SCUSSION
One of the important conseq uences of COVID - 19 will be that it will accelerate the decline of the period
of mass tourism. T he post - COVID - 19 period will be characterized by an increase in demand for
individual travel, while a decline on the demand side for group travel is expected. The consequences of
the pandemic affected the decline in income in Croatian wellness tourism. According to study findings,
the wellness tourism companies will have to restructure and adopt the wellness tourism content according
to the resilience sustainable solutions. Strategies will need to focus on comb ining the high - quality
wellness offer that will include a complete health and h ygiene control and the new customer demand
situation in which tourists w ill increasingly seek gen uine personal contact, so getting to know the lo cals
and local cultures will no longer be so playful, visibly staged, and artificial.

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IMPLIC ATIONS
Based on thi s paper’s findings, the authors will present the developmental guidelines to improve other
Croatian wellness tourists’ offer and further development in the post COVID - 19. The knowledge
gathered can provide guidelines for f urther research that will later contribute to the theoretical and
practical managerial policies for post - pandemic tourism wellness development strategies and concrete
solutions based on resilience su stainable sources.
KEYWORDS
Wellness tourism, wellness tourist s, Croat ia, post - COVID 19 pe riod
REFERENCES
Global Wellness Institute (2 019). Global Wellness Economy Monitor: Wellness Tourism Octobe r 2018.
https://globalwellnessinstit ute.org/industry - research/2018 - global - wellness - economy - monitor/.
[Accessed the 12th of Janua ry 2021, 13:00]
Instit ute for Tourism (2019). TOMAS Health Tourism 2018 Attitudes and Consumption of users of
Health Tourism Ser vices in Croatia . Zagreb: Insti tute for Tourism Zagreb.

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The impact of a mega sport ev ent in t he city of Athens : The case of
the Authentic M arathon
Evangelia Kasimati
Hellenic Open Univesity, Greece,
E- mail: [email protected]
Panagiota Dionysopoulou
Hellenic Open Univesity, Greece,
Email: [email protected]
Akrivi Diamantakou
Hellenic Open University, Greece,
E- mail: [email protected]
PURPOSE
Our pur pose through this study is to examine furthermore the effects of the Athens Marathon Race on
the runners themselves, by conducting a primary qualitative research. The aim of this study through the
individual semi - structured interview methodology, is to discover in detail how the runners’ lives and
psychology are being influenced by the demanding physical and mental preparati on t hey have to go
through, in order to be able to cope with such a tough running race. Furthermore, the purpose of the
quantitative seconda ry survey is the recording of the arrivals/departures (from Athens International
Airport), i n the s pecific peri od of t he Marathon and then comparing t hem with th e respective
participation. This mobility at the Athens International Airport (AIA) i s importan t for the evaluation of
the Authentic Marathon as a sporting event, because it is directly linked to the effects on the city of
Athens, as sports’ touris ts shap e touris t demand and supply. Th is expl oratory approach was carried out
with the help of tables a nd graphs.
RESEARCH METHODS
First and foremost, we conducted a primary qualitative resear ch in order to examine furthermore the
effects of the Authentic Marathon race on a sample of seven (7) Marathon Runners with s everal
participations not only in t he Authentic Marathon Race, but also in other simil ar inter national running
races events.
Additionally, we carried out a quantita tive sec ondary r esearch, using daily international arrivals an d
departures data from AIA, in order to examine whether there was in increase i n the international tourist
arrivals in Athens due to the host of the Authentic Marathon. This comparison showed that f rom 2012
onwards, there is an increase in the international touris t arrivals and this could be explained par tially
from the host of this mega sport event.
RESULTS AND DI SCUSSION
The results of pr imary qualitative r esearch have shown that both the pr eparation procedu re and, mainly,
the comple tion of the ra ce, they infl uence, and t hey have a gr eat impact o n the runner s’ psycholog y an d
on their personal professional and social life.
In particular, the results of this study show ed effects on a psychological level (mental empowerment and
euphoria, optimism, self - knowledge), on a personal level (balance, persi stence, self - improvement,
quality and health, s elf - esteem), on a professional level (di scipline, self - confidence, concentration in

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66

goals) and finally, at a social level (meeting new friends, traveling, int eracting with others, a sense of
teamwork).
The results of the qua ntitative sec ondary survey led us t o the conclusion that the purpose of the largest
percentage of touri sts, who arrive in the cit y of Athens, at this time, was to parti cipate (passively or
actively) in the Authentic Marathon. A respecti ve comparison of arrivals/part icipations for the years
2012 - 2019, highlights the succes sful course of the Authentic Marathon, as there is little deviation
between the arrivals and the partici pations.
IMPLIC ATIONS

Since this research paper i s lacked of a more sophisticat ed analysis, as a future r esearch it would be
useful to apply a model regres sion analysis to examine t he impact of the Authenti c Marathon on the
international tourism in Greece. In addition, a higher number of interviews would help to examine the
effects of the Authentic Marathon, in terms of the personality and life of runners. The current research
could be used as a tool, but it will expand to consist of a representative sample of marathon runners, who
will answer a structu red questionnaire. The analysis of this sample may lead to conclusions, which will
confirm t he existi ng study, but different effects may also emerge. A larger sample could probably enrich
the various effects.
KEYWORDS
Authentic Marathon , Athens, inte rnational touris m arrivals, spor ts touris m, effects
REFERENCES
Arvanitis, E., (2015). A Journey of Echoes and Modernities: A Reflective Journal of a Modern Sojourner
(2015). International Journal of Diverse Identities 15(4) doi: 10.18848/2327 -
7866/CGP/v15i04/40035
Atlas, R. Nura ini P. Puem, L. B . G. & Enggong, T. S. (2018). Sports Tourism: Factors Influencing
Runners Joining Marathon Events. Intern ational Journal of Acad emic Research in Business and
Social Sciences. 8(16): 218 – 230.
Cassidy, F.(2005). What motiv ates sports event tourists? A synth esis of three disciplines. ResearchGate:
https://www.researchgate.net/publication/ 239922673
Collins, Α., Calvi n, J., Munday, Μ. (2 009). Assessing the environmental impacts o f mega sporting
events: Two options? Tourism Management (2009). Elsevier Ltd.
doi.o rg/10.1016/j.tourman.2008 .12.006
Collinson, A., & Ho ckey, J. (2007). ‘Working out’ identity: distance ru nners and the manage ment of
disrupted identity. Leisure St udies, 26 (4): 381 - 398.
Costa, G., Yfant idou, G. (2015). The Development of Spo rts Tourism. In Yfantidou. Motivation and
Socio - psychological Needs. (pp.46 - 51). Athens: Kallipos.
Farahani, Β. & Mohamed, Β., (2011). The influence of national culture on touris ts’ behaviour towards
environment. Conference: Management of Natural Resources, Sustainable Development and
Ecological Hazard s III. p.p.5 73 - 582. doi: 10.2495/RAV110521
Franchetti, Μ.J., & Apul, D. (2012). Carbon Footprint Analysis: Concepts, Methods, Implementat ion,
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Memorab le To uris m Exper iences in BAS ECO Slums Based on
Tripadviso r Reviews
Luzviminda O. Tugade
Polytechnic Unive rsity of the Ph ilippines - Philippines
ORCiD: 0000 - 0002 - 3774 - 6602
Email: [email protected]
PURPOSE
This article provides a descripti ve – qualitative investigation of slum tourism in tourists' per spectives
posted i n Tripadvisor review platform. The prop onent intends to 1) examine the motivations of slum
visitors; 2) describe the dimensions of memorable tourism experiences in a slum setting and 3) explore
the visitors’ perception of residen ts’ attitude.
RESEARCH METHODS
BASECO, Tond o as the st udy setti ng is Manila's densest informal settlement of approx imately 70, 000
residents living in extreme poverty. Th e proponent utili zed a descriptive – qualitative design through a
case study approach to examine individuals systematically, groups, organizati ons, or events to explain
the phenomenon being explored (Wimmer & Dominic, 2011) in a holistic and real - worl d per spectives
(Yin, 2014). Using a quota sampling technique, the proponent identified twenty comprehensive
narratives published on t he Tripadvisor platform from December 2019 – Ap ril 2020, whi ch Stoleriu e t
al. (2019) emphasize t o have the advantage of providing valuable information regarding travelers'
subjective, memorable impressions in a synthesized, non - directed way. Reviews were mostl y English,
came from first - time Western foreign tourists, solo female travelers, or travel with families and friends.
Quot a sampling is an applicable non - probability sampling method when information is immediately
wanted and carrie d out using common sampl ing frameworks (Saun ders et al., 201 2). Inductive co ntent
analysis followed as a secondary data treatment to obtain the investigation's empirical f inding. It is a
qualitative approach of content analysis that the res earcher employed to acquire a theor y and recognize
themes through repeated appraisal of published review s.
RESULTS AND DI SCUSSION
Koven (2004) distinguis hes slum tourism as a cultural practice involving phy sical and virtual mobilities
of individuals searching for encounters of people's lived real ities in pl aces with relati ve poverty for
purposes as diverse as leisure, consumption, business, research, char ity, or policy engagement. Visitors'
motivations in slum visits indicated reflecti ve and ex periential desires. The ref lective pu rposes " to learn,
to see and to understand" dominated the reviews. They also menti oned the desti nation attributes of
"people, authenticity, and poverty" as their experiential motives. Motivation appear s when a person
wants to fulfill the needs ( Gund ersen & Mehmeto glu, 2015). Ballantyne, Packer, and Fal k (2011)
suggest that tourist engagement can be evaluated from two pe rspectives: experiential and reflective. As
to experiences, visitors' stories revealed the seven domains of memorable tourism experiences (MTE)
comprising of hedonism, meaningfulness, novelty, knowledge, local culture, refreshment, and
involvement. Kim et al. (2012) describe MTE as positively recollected and remembered once the event
has t aken place, thus becoming essential predictors of tourists' positive behavior (Tsai, 2016).
Meaningfulnes s surfac ed as t he common experience and lea st of involvement. Rev iews indicative of
meaningfulnes s i ncluded narratives such as "insightful, eye - opening, inter esting and empowering."
Tourists enter slums to immerse themselves in a diverse e nvironment, be moved emotionally by urban
deprivation, and feel its affect ive force (J affe et al., 2019). The few accounts of involvements are limited

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to narratives such as "peeled garlic and played with kids." While tou rists were int erested in see ing a
contemporary culture, they had little des ire to interact with slum residents (Ma, 2010). The lack of
residents' involvement is n ot only in the decision - making but also as part of tour ists' tou rism experien ce
(Frenzel et al., 2015). Three identification themes comprising of affective, evaluative, and cognitive
emerged from tourists' accoun ts of encounters with locals. Visitors depicted the residents' affective
attributes as " happy, welcoming, proud, warm and hospitabl e ." As to evaluative identities, they described
them as being " beautiful, generous, genuine, positive, ki nd, courteous , nice and proud." They also
highlighted the locals' cognitive identities, such as being "resourceful, creative, hardworking and
excelling." Accordi ng to Tajfel (1981), brand identification is the part of a resident' s self‐conc ept
obtained from his or her awarene ss of his or her membership to a community (cognitive dimension),
together with the affective significance (emotional dimension) and value (evaluative dimension) attached
to that membership. However, it is disturbing to reflect on the tourists' reviews, wh ere the slum living
conditions were seen to be perfectly acceptable and desirable (Nisbette, 2017).
IMPLIC ATIONS
The t ourists' desires and what they would take and appreciate may positively or adverse ly in fluence the
destination, making them co - architecture of the outcome of tourists' destination. As slums emerge as a
popular alternative destination of tourists and become a niche form of t ourism development, it is
appropriate t o manage slums in a way that communities benefit from it. Slum touris m embodies the
potential to contribute to the Sustainable Development Goals ' objectives, particularly in poverty
alleviation. The study findi ngs can be a basis for developing slums in applying the MTE and groundwork
for future studies emphasizing how residents perceiv e slum touris m development. The challenge is
towards engagement strategies with these spaces and their residents to increase shared understanding
and design pathways f or action initiated by local tour operators and community leaders while being
regulated b y the DMO (Destination Management Organization).
KEYWORDS
Memorable Tour ism Experienc es, BASECO Sl um, Tripadvi sor Reviews
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feel like? Urban inequality and the politics of sensation. Urban Stud ies,
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Kim, J. - H., Ritch ie, J. R. B., & McCormick, B. (2012) . Develo pment of a scale to measure memorable
tourism experiences. Journa l of Travel Research, 51(1), 12 – 25.
Koven, S. (20 04). Slumming: S exual and Socia l Politics in Victorian London. Princeton, NJ: Princeton
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N isbett, M. (2017). Empowering the empowered? Slum tourism and the depoliticization of poverty.
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Saunders, M., Lewis, P. & Thornhill, A. (2012) “Research Methods for Business Students” 6th edition,
Pear son Education Limited

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Stoleriu, O. M., Brochado, A., Rusu, A., & Lupu, C. (2019). Analyses of Visi tors’ Experiences in a
Natural World Heritage Site Based on TripAdvisor Reviews. Visitor
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Tsai, C.T.S. (2016). Memorable tourist experience s and place attach ment when consu ming loc al foo d.
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Yin, R.K. (201 4). Case Study Research: Design and Methods, 5t h Edition, Sage Publications, USA.

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Perceived Value for Money and S ervices Sa tisfacti on in
Mounta ineeri ng T ouris m
Zafer Türkmendağ
Atatürk Üniversit esi, Turkey
ORCiD: 0000 - 0002 - 7712 - 1500
E- mail: zafer.t urkmendag@gmail. com
PURPOSE
The purpose of th is study is to determine whether perceived value for money affects the satisfaction from
services of mountaineering tourism. In this study, seven hypotheses were created claiming that service
satisfaction from a travel agency (H1), tourist guide (H2), transportation (H3), accommodation (H4),
food and beverage (H5), tour organization (H6), and hospitality (H7) vary according to the value
perceived by the mountaineering tourists .
RESEARCH METHODS
In this descriptive research, the hypotheses were tested using the Mann - Whit ney U test with a 95%
confidence interval. A structured ques tionnaire form was used to collect data f rom the participants face
to face by tour guide and over the internet. In the questionnaire, questions were asked related to
demographic featur es , travel preference s, service satisfaction levels, and if the trip they experienced
worth the money they p aid. The population of this st udy compris e tourists who participate in
mountaineerin g tourism and th e sample of this research consists of 72 tourists randomly selected amon g
those who visited Mount Ararat which is the highest mountain in Turkey with an altitude of 5137 and
situated in the city of Ağrı, attractin g every year a lot of climbe rs (Azzoni et al. 2017).
RESULTS AND DI SCUSSION
According to the results of the hypotheses tests, H1 was significantly accepted, that is to say, satisfaction
from the service of travel agency varies according to the perception of the value for money.
Mountaineerin g tourists who think that the value of the trip w orth th e money they paid is more satisfied
with the se rvices of t he travel a gency. Likewise , Kansal Wali a and Goel (2015) found that having
enjoyment and ease of participation in tours affects the overall satisfaction of tourist s mediated by the
perception of value for money. Fur ther, there is a relationship between perceived val ue and tour
satisfaction (Lee, Yoon and Lee, 2007), and among satisfied tourists, those with high service perceptions
create loyalty (Kuo et al. 2013; Türkmendağ and Hassan, 2018). Thus, t his study contributes to the theory
examining the value for money percepti on and service satisfaction in mountaineering t ourism. Further,
according to the travel preferences, tourists participati ng in mountaineering tourism search for
information on the internet when pla nning and travel especially fo r sportive and entertainmen t issues.
IMPLIC ATIONS
In this study, it has been found that the value offered by the mountaineering trip determines the
satisfaction for the services of the tour agency. Thus, travel agencies that offer special t rips rel ated to
mountaineerin g tourism should pay mor e attention to the qual ity of their serv ices. Mountainee ring
tourism or climbing is a special activity including some specific requirements such as knowledge of
climbing technics, leadership, food and beverage supplies, special communication devices, etc. For this
reason, travel age ncies should work with an expert and experienced tour guide who knows the proce sses
well. Tourists, who visit high - quality and well - organized moun taineering tourism destinations, where

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local elements work in coo rdination, are m ore likely to return to the same tour o perator or travel agency
because of their high satisfaction (Cater, 2006). Within t he scope of mountaineering tourism, tr avelers
expect the climbing, which is the main product vis a vis ancillary services such as accommodation,
transport, etc., to be well organized through a qualified agency. This also determines the quality of the
relationship established after the trip (Moliner et al. 20 07; Lai, 2014) . Future r esearches may invest igate
climbing features and mountaineering tour organization preferences focusing on the quality variables.
Besides, factors affecting climber satisfaction and perc eived value for money may be ex amined in
different countries or cultures .
KEYWORDS
Mountaineerin g Tourism, C limbing, Ser vice Satisf action, Perc eived Value, Travel Agency
REFERENCES
Azzoni, R. S., Zerboni, A., P elfini, M., Garzo nio, C. A., Cion i, R., Meraldi, E., ... and Diolaiuti, G. A.
(2017). Geomor phology of Mount Ararat/Ağri Daği (Ağri Daği Milli Parki, Eastern Anatolia,
Turkey). Journal of Maps , 13(2): 182 - 190.
Cater, C. I. (2006). Playi ng with risk? Participant perceptions of ri sk and manage ment implications in
adventure tourism. Tourism Management, 27(2), 317 - 325.
Kansal, P., Walia, S., & Goe l, S. (2015) . Factors af fecting percepti on of value for money and cust omer
satisfaction for foreign tourists in Goa. International Jou rnal of Hospitality an d Tourism Systems,
8(2), 93 - 102.
Kuo, N. T., Ch ang, K. C., Che ng, Y. S. and Lai, C. H. (2013). How service quality affects cust omer
loyalty in the travel agency: The effects of customer satisfaction, service recovery, and perceived
value. Asia Pacific Journal of Tour ism Research , 18(7): 8 03 - 822.
Lai, I. K. W. (2014). The role of service q uality, percei ved value, an d relationship quality in enhan cing
customer loyalty in the travel agency sector. Journal of Travel & Touris m Marketing , 31(3): 417 -
442.
Lee, C. K., Yoon, Y. S. and Lee, S. K. (2 007). Investigating the relationships among perceived value,
satisfaction, and recommendations: The case of the Korean DMZ. Touris m Management , 28(1):
204 - 214.
Moliner, M. A., Sánchez, J., Rodríguez, R. M. and Callarisa, L. (2007). Relat ionship quality wit h a travel
agency: The infl uence of t he post purchase perceived value of a tourism package. Tourism and
Hospitality Resea rch, 7(3 - 4), 194 - 211.
Türkmendağ, T. a nd Has san, A. (2018) . The Effect of Perceived Value on Creating Customer Loyalty:
A Study on A Ca g Kebap Restaurant. Manas Journal of S ocial Studies , 7(3): 747 - 775.

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ROOM 3 COVID 19 AND HOSPITALITY , Session Chair: Sofoklis Skoultsos
73 Lambros Tsourgiannis, Stavros Valsamidis, Vasilios Zoumpoulidis and Christos Papachaviaris, Τhe
use of Airbnb in COVID - 19 era in Greece: An intergen erational analysis bet ween Generation Z and Y.
110 Ronen Shay and Eli Cohen Are hotel s hares really su ffering of C OVID - 19 pandemic?
187 Chong Fo Lei, Xiaoye Li and Henrique F. Boyol Ngan Do cost - cutt ing measures m atter in the
COVID - 19? An analysis of hospi tality employees’ career percept ions
184 Arthur Huang and Mark Bak er How US Covid - 19 polici es affected employment in s mall
hospitality and tourism businesses
35 G.H.V. Harshani and J.P.R.C. Ranasinghe Challenges and Opportunities for Homestay Operators
under COVID - 19 New Normal Conditions: Evidence from Sri Lanka

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Challe nges and Opportuni ties for Homestay Operators under
COVID - 19 New Normal Conditions: Evidence from Sri Lanka
Vindya Hewage
Uva Wellassa Unive rsity of Sri La nka
ORCiD: 0000 - 0002 - 8139 - 5360
E- mail: vinuhars [email protected] om
Ruwan Ranasinghe
Uva Wellassa Univers ity of S ri Lanka
ORCiD: 0000 - 0003 - 0506 - 9667
E- mail: ruwan@uwu. ac.lk
PURPOSE
The novel coronavirus emerged in Wuhan, China – 2019 has now become a catastrophic pandemic
causing the suspension of many econom ic activiti es around the globe. Equally, it has caused a dis astrous
impact on the tourism industry and all its stakeholders. The accommo dation sector is going through a
boundless recession as a result of international travel bans, travel r estrictions and self - isolation. This ha s
resulted in zero international tourist arrivals to Sri Lanka since April 2020. This global pandemic led to
the closure of accommodatio n services causing a zero revenue period. Homestay is a vital component
that provides intangible services to its guest and a place w here cultural exchange is taking place and it
has been rigorously affected due to COVID - 19. Although several studies have been carri ed out to identify
the impact of COVID - 19 on touris m and hospitality industry, homestays have not been specifi cally
focused wh ere it p lays a c rucial role in the tourist accommodation sector o f Sri Lan ka. As an exponential
and novel concept, it is vital to identify the challenges and opportunities available for homestays in post
COVID - 19 for the better survival in the industry among the other giant, competitive accommodation
sector. As an exemplary income generating source to the rural economy while upgrading the locals’
living standard, it is critical of identifying those, if the industry needs to function smoothly in the post
pandemic scenario. Hence, this paper strives to investigate the challenges and opportunities emerged f or
operating homestay under new normal conditions of COVID - 19 pandemic in Sri Lankan context.
RESEARCH METHODS
Qualitative research approach was entrusted for the study and direct in - depth interviews in semi -
structured format were conducted after receiving the verbal consent from the respondents. The
population being all homestay operators in Sr i Lanka, a sample of sixteen homestay operators and
industry st akeholders were i nterviewed using purposive sampling technique to collect pri mary data from
two major tourist hotspots; Ella and Mirissa. Thematic analysis was adopted and transcriptions were
rigorously scrutinized and an alyzed by identifying and categorizing into codes.
RESULTS AND DI SCUSSION
The find ings of the st udy revea l about the eco nomic, en vironmental, health and safety, socio - cultural,
political challenges and opportunities emerged from ongoing pandemic crisis. Income generation,
employment termina tion, projected low prices, lack of investment opportunities and difficulties in
obtaining credit facilities for homestay expansi on in post COVID - 19 are the key economic challenges
revealed. Specifically, the main results suggest that homestay operators ar e not prepared to seize the
domestic tourist market in order to overcome the f inancial struggle, and this determination is heavily
affected by the undesirable behavioral trends displayed by domestic visitors. This is a conflicting finding

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from the study, c onsidering the assumptions made by the academics. Furthermore, it is not intended to
open homestay busi ness ventures as quickly as the international tourism activities commence in the
country. This paper proclai ms the discriminat ion of the homestay operato rs towards local guests, their
lack of awareness on COVID - 19 health protocols and lack of readiness to open their businesses due to
fears of virus contamination. In aid of homestay operations, revitalized agricultural activities can be
utilized and new loan schemes and debt moratorium off ered by the government are recognized as key
opportunities.
IMPLIC ATIONS
The study noted some un foreseen disclosur es that were contradi ctory to current domes tic business
projections, thus satisfying the cur rent analysis vo id. This paper recommends extending the safety
certification to homestays, formulating exclusive credit policies for homestays, and planning pos t -
COVID destination promotion strategies highlighti ng homestay concept. Further, diverting into related
and non - related diversifications and other businesses to grab market opportunities is recommended to
establish continued stability of homestay operators. The outcome of this study would encourage decision
makers to r e - evaluate and further reinforce current policie s and will serve as a road map for homestay
operators to s trengthen their operat ions by ascertaini ng their gaffes in new normal conditi ons. With the
involvement of broad variety of stakeholders, future research c an be undertaken in a wider geogra phical
field.
KEYWORDS
Challenges, COVID - 19, Homestay Operators , New Normal Conditions , Opportunities
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http://www.igutourism.org/Lombok2015/.CreativeCommonsCopyrightNC - BY -
NDhttp://www.igutour ism.org/Lombok2015/.

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Τhe use of Airbnb i n COVID - 19 era in Greece: An
intergeneration al analysis betwee n Generation Z and Y.
Lambros Tsourgiannis
International Hellenic University, Greece
E- mail: ltsour giannis@gmail. com
Stavros Valsamidis
International Hellenic University, Greece
ORCiD: 0000 - 0001 - 7398 - 9073
E- mail: svalsam@t eiemt.gr
Vasilios Zoumpoulidis
International Hellenic Un iversity, Greece
E- mail: vzumpu@tei emt.gr
Christos Papachaviaris
RedfFox Consulting Company, Greece
E- mail: papachavi [email protected] m
PURPOSE
Generations Z and Y are very important for tourism sector. They prefer to go for holi days to a different
destination and they feel happier with their travel if they have more indestination activities and
experiences. They book their holidays online and are more social and are more likely to connect with
locals as well as they mainly book private accommodation rather than hotels and hostels. On the other
hand, the purchasing behaviour of tourists has changed as most tourists due t o COVID - 19 do not want
t o take part in mass tourism and prefer more targeted tri ps with an emphasis on extensive experience
and holidays.
This study aims to identify the factors that affect Generation Z and Y to use Airbnb platform, to classify
them into groups according to their attit udes towards this website, and to profile tourists of each
generation according to their preferences regarding Airbnb booking. These three objectives are the
research hypotheses of the stu dy.
RESEARCH METHODS
The last decades a lot consumer behaviou r models have been developed that are also related to tourist
behaviour. The Behavioural Decision Theory (BTD) and soci al recognition explore buyer’s behaviour
and t he communication process. The Theory of Reason Action (TRA) argued that people consider the
results of their actions before they act whilst the theory of Planned Behaviour(TPB) according to which
the most important element for the implementation of an action by a person is its intention to undertake
the action. As all the above behavioural model s and theories do not take into consideration marketing
mix issues, d emographic chara cteristics o f tourists, extrinsic and intrinsic val ues and charact eristics in
their exploitation of the factors that affect consumers buying behaviour and therefore touris ts travel
behaviour but only some of them, t he res earchers based on elements of the above theories developed a
conceptual model in the current study in order to develop an identifiable framework with the intrinsic
and extrinsi c factors and demographic characteristics that might influence the attitudes of Greek people
of Generations Z and Y ("postmillennials " and "millennials") towards Airbnb within COVID - 19 crises.
A primar y elec tronic survey conducted in autumn 2020 on 576 peopl e (444 of Generation Z and 1 32 of
Generation Y). Prior to the mai n sampling, a pilot survey took place in Aug ust 2020 to ev aluate if the

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research objectives were met by the desig ned questionaire. The preliminary survey wa s pe rformed for a
total of 50 customers. Based on the analyz ed results, the survey sample was considered adequate t o
conduct the fi nal survey with no further modification. The representativeness of the sample assessed by
checking the proportion of the members of the sample who declar ed that would use Airbnb appl ica tion
with th ose of the pilot survey a dopting the methodo logy pr oposed by Siardo s (1997) and adopted by
Tsourgiannis and Valsamidis (2019). Moreover, multi variate statistical analysis conducted separately
for each examined generation. In particular factor analysis conducted initially to identify the main factor s
that affect each generation in using Airbnb during COVID - 19 pandemic.In the next step, cluster analysis
(hierarchical and k - means) performed to clas sify each generat ion int o grou ps accor ding t heir attitudes
towards the use of Airbnb (based on the factors identified by factor analysis). Quadratic discriminant
analysis conducted in the third phase to check cluster predi ctability. Final ly, non parametric tests
including chi - square test performed to profile tourists of each generation according to their preferences
regarding Airbnb booking .
RESULTS AND DI SCUSSION
PCA identified two key factors that affect “postmillennilas” to us e digital marketing applications related
to peer - to - peer short - term rental services within the sharing economy in tourism sector and more
particular Airbnb: (a) hygiene issues and (b) marketing is sues. On the other hand “millennials” are
influenced in their decision to ch oose Airbnb by (a) convenience issu es and (b) health an d safety issu es.
Futhermore cl uster anal ysis i ndicated thr ee groups of touri sts of Generation Z that were named according
to their attitudes towards the adoption of those applications.These are: (a) conscious who pay attention
mostly to marke ting issues but also are interested in hygiene issues, (b) cautious who are influenced in
their decision only by hygiene issues and (c) opportunists who are not interested in any of the two
indentified factors. On the other hand “millennials” classified a ccording to their attitudes t owards the
use of Airbnb to (a) conscious who are affected in their decis ion making by both convenience issues, and
healt and safety issues, (b) convenience seekers who pay attenti on ontly to convenience issues and (c)
opportun ists who are interested in any of the two identified issues. Non parametric test identified the
profile of each generation regarding their demographic charater istics and characteristics of their vacation
such as aim of their trip, duration , type of Airbnb accommodation, people will stay wit h, etc.
The empirical results of this pioneer study should trigger further investigation. Although tourists'
behaviour towards the adopti on of Airbnb accommodations related t o peer to peer rental ser vices within
sharing e conomy in tourism sector might be culturally specific and the r esults are mainly appl icable in
the Greek market, they co uld be generalized in othe r countries with similar characteristic s.
The fact that the cons umer behaviour theori es including behavioural decision theory (BTD), theory of
reasoned action (TRA),theory of planned behaviour (TPB) and the Health Belief Model (HBM) do not
take into consideration all the values, attitudes and chara cteristics presented in literature review, supports
the validity and the novelty of the conceptual model of t his study. Furthermore, the novelty and
originality of the current research is based on that it i s the fi rst study which explores in an
intergenerational basis the attitudes of “millennials” and “postmillennials” quite important age groups
for tourism industry) in a country where tourism is very important industry, and more particular in
Greece, towards the use of Airbnb during the COVID - 19 pandemic. Besides, it consists of a market
segmentation study of those two generations regarding their behaviour as tourists within a COVID - 19
hygiene crisis highlighting the i mpact of the pandemic on decision and attitudes r egareding the use of
Airbnb.
IMPLIC ATIONS
The above information is impo rtant for decision make rs in tourism industry sectors and for the policy
makers be cause it can be used for the implementation of appropriat e regulat ion progr ams and tools.
Tourists is extremely important both for policy makers in tourism industr y. For the policy makers, this
typ e of information will help them to respond more adequat ely through regulation tools and programs.

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The stakeholders re garding the tourism sec tor including accommodat ion managers and owners , policy
makers, politicians , tr avel ag ents, should a lso be infor med about the attitudes and factors infl uencing
postmillennials' and millennials decisi on to use Airbnb within COVID - 19 crisis, in order to el aborate
their marketing and business plans and make the necessary business decisions in organizational and
marketing theme . From a practica l perspective, the to urism operators may benefit from focusing on their
differentiating features and aligning t heir marketing communication with their tourists’ as pirations. The
optimization and customization of Airbnb accommodations according to the needs of the customers and
the extension of touristic activitie s to other sectors of tourism industry .
In particular, as the vast majority of postmillennials and m illennials use mostly Facebook and Insta gram
but not T witter, t he tourism st akehol ders should use them to communicate with Generation Z and Y, and
inform them about the safety of the destinations and their compliance with the safety measures towards
COVID - 19. In this regard, the results of this work should lead to further resear ch , both in Greece and in
other countries with similar char acteristics.
KEYWORDS
Marketing, T ourism Market ing, COVID - 19, Airbnb, Generations Υ and Z.
REFERENCES
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USA, pp. 273 - 406.
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November 2020, 1 0:35].
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at: ww w.grailresearch. com/pdf/ContenPodsPd f/Consumers_of_Tomorrow_
Insights_and_Observations_ About_Generation_Z.pd f (accessed 8 March 2018).
Guttentag, D. (2015). Ai rbnb: disruptive innova tion and the rise of an informal tour ism a ccommodation
sector. Current is sues in Tourism, 18 (12 ), 1192 - 1217.
Guttentag, D. (2016 ). Why tour ists choose Airbnb: A motiva tion - based segmentation study underpinned
by innovation concepts. PhD Thesis Universit y of Waterloo, Canada.
Guttentag, D., Smith, S., Potwarka, L., & Havitz, M. (2018). Why tourists choose Airbnb: a motivation -
based segmentation study. Journal of Travel Research, 57 (3), 342 - 359.
Haddouche, H., & Salomone, C. (2018), Gene ration Z and the tourist exp erience: tourist stories and use
of social networks, Journal of Tourism Futures, 4 (1), 69 - 79.
Hair, J. F. , Anderson, R. E., Tatha m, R. L., & Black, W. C. (1998). Multiva riate data an alysis. Prenti ce
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Robinson, V. M., & Schänzel, H. A. (2019). A tourism inflex: Generation Z travel experiences. Journ al
of Tourism Futures, 5 (2), 127 - 141
Siardos, G. (1997). Methodology of agricultural sociological research. Ziti Publications, Thessaloniki,
Greece, 367.
Slivar, I., Alerić, D., & Dolenec, S. (2019). Leisure tr avel behavior of generation Y & Z at the dest ination
and post - purchase. E - Journal of Tourism, 6 (2) 147 - 159.
Southgate, D. (2017). The emergence of Generation Z and its impact in advertising: long - term
implications for media planning and creative development, Journal of Advertising Research, 57
(2), 227 - 35.
Tapscott, D. (2009). Growing Up Digital: How the Net Gener ation is Changing Your World, McGraw -
Hill,New York, NY.
Tsourgiannis L, Kazana V, Iakovoglo u V, (2015a). Exploring the potential behavior of consumers
towards transgenic forest products: the Greek experience. iForest 8: 707 - 713 [online 2015 - 01 - 13]
URL: http://www.sise f.it/iforest/con tents/?id=ifor1339 - 007

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Tsourgiannis L., Delias P., Polychronido u P. Karasav voglou A., and Val samidis S. (20 15b). Profiling
Tourists who have Holidays in the Re gion of Eastern Macedonia and Thrace in Greece, Procedia
Economics and Fin ance, Elsevier, (33) 450 - 460.
Tsourgiannis, L., & Valsamidis, S. (2019). Digi tal marketing in tourism: why Gre ek tourists use digital
marketing application s like Air bnb, Internationa l Journal of Culture, Tourism and Hospitality
Research, 13 ( 4), 473 - 486.
Williams, K C a nd Page RA. ( 2011). Ma rketing to the gener ations. J ournal of B ehavioral S tudies in
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Zervas, G., Pro serpio, D. and Byers, J. W. (2017). The rise o f the sh aring economy: Estimating the
impact of Airbnb on the ho tel industry. Journal of Marketin g Research, 54 (5), 687 - 705.

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ROOM 4 COVID 19 AND DESTINATION MANAGEMENT , Session Chair: Giacommo Del
Chiappa
108 Blake Scott , Daniel Guttentag, Robert Pitt s and Wayne Smith , Time for a Reset? Post - Pandemic
"Southern Hospitality" in Charleston, South Carolina
239 Sudeshna Ghosh , COVID - 19 and the behaviour of sector - wis e employment in the hospitality
industry of the U nited States: Le ssons from the sh ocks of past pande mics
306 Li Zhang , Post - pandemic era, Using the Kano Model to Study the Personalized Needs of "Smart
Hotel" Customers - Take Chengdu City for example
547 Élmano Ricarte and Sofia Almeida , A snapsh ot of tourism a nd hospitalit y in Portugal during the
COVID - 19 pandemic
191 Yu Pan, Jian Ming L uo and Bill Xu , Research on tourist ex perience and recommendation inten tion
of visiting theme park in post - COVID 19
127 Wendy Magangqa za and Dr Hilary Kennedy Nji Bama , The changing face of tourism in Africa in
the era of the Covid - 19 pandemic: a conceptual overview

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Time for a Reset?: Post - Pandemic "S outhern Hosp itality " in
Charlesto n, South Carolina
Blake Scott
College of Charl eston, USA
ORCiD: 0000 - 0002 - 5157 - 2944
E- mail: [email protected]
Daniel Guttentag
College of Charl eston, USA
ORCiD: N/A
E- mail: [email protected]
Robert Pitts
College of Charl eston, USA
ORCiD: N/A
E- mail: [email protected]
Wayne Smith
Ryerson Universit y, Canada
ORCiD: 0000 - 0002 - 9058 - 7284
E- mail: wayne.smith@ry erson.ca
PURPOSE
“Southern hospitality,” as both a phrase and a practice, serves to define many aspects of tourism in the
American South, both implicitly and explicitly. However, “south ern hos pitality” is a conc ept with
potentially complex and contr asting meanings, and which has received extremely limited attenti on in the
academic l iterature. Consequently, the purpose of this study was to explore how “southern hospitality”
is understood by both visitors and residents in a southern U.S. city. The study focused on examining
d eeper meanings of the term beyond a superficial colloquialism, and considered whether visitor s and
residents may have differing interpretations of the concep t.
RESEARCH METHODS
The study was conducted in Charleston, South Carolina. Over the past 30 years , Charleston has
experienced an economic boom and a cul tural revival. People have poured i nto the city as both touris ts
(7.43 million in 2019 [Williams, 2020]) and new residents (30 per day [Renegar, 2020]). This growth
has pr ecipitated some tens ions, and two opposing views have come to characterize how residents of
Charleston see thei r city and its relianc e on tourism. One perspe ctive imagines Charlest on as the epitome
of “southern hospitality” – a city that is welcoming to all, with charming and historic streets energized
by kindness towards tourists and locals al ike. However, the other view entails concerns regarding how
Charleston’s renowned southern hospitality has help ed produce levels of tourism that are seen as causing
various problems for locals.
Th is exploratory research took a qualitative and multi - method app roach in order to acco unt for both the
tourist and the touristed (resident) perspectives of “southern hospitality.” In the first research phase, we
surveyed 730 past (n=259) and potential (n=47 1) visitor s to Charleston. The respondents were asked an
open - ended question related to defining “southern hospitality.” The second research phase involved oral
history interviews with 55 Charleston - area residents who had deep t ies to the area, were hos pitality
industry leaders, or were community leaders more generally. These interviews similarly involved asking

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participants how they defined “southern hospitalit y.” Responses were analyzed and coded t hematically
via content analysis using NVivo. Subsequentl y , the themes that emerged in the visitor data were
compared with those that emerged in the res ident data.
RESULTS AND DI SCUSSION
The visitor data confirmed many general beliefs about “southern hospitality,” broadly defining it as acts
of politeness, good food, kindness, and charm. These results suggest that outsiders’ perceptions of
“southern hospitality” are aligned with the glossy magazine version – the image that has long been used
to promote cities like Charleston. The interviews with Charleston reside nts highlighted these same
themes, but also revealed some more profound, and sometimes even negative, perceptions of “southern
hospitality.” Resident interviewees sometimes remarked, for example, that authentic southern hospitality
is disapp earing, and that southern hospitality today is largely a false veneer that conceals local problems
that, ironically, may be exa cerbated by tourism deve lopment.
IMPLIC ATIONS
This study provides important insights in to the term “southern h ospitality,” which is a foundati onal
element of tourism in t he American South, but which has only received very limited prior research
attention (see, in particular, Szczesiul, 2017). The findings r elate to concepts such as the tourist gaze,
authenticity, the paradox of tourism devel opment, and tourist stereotypes. The findings confirmed the
somewhat stereotypical an d benign interpretation of “southern hospitality” that is often embrace d by the
tourism sector, while also demonstrating that “southern hospitality” is a complex and multifaceted
concept with some problematic elements that must be appreciated as well. The results provide us eful
insights into the important interse ction betwe en tourism development and local concern s such as
gentrification, racial inequalities, and economic opportunity. Such ins ights are especially valuable as
Charleston and other southern U.S. cities have the opportunity to re - envision their tourism sectors post -
pandemic. In particular, the findings from this study can hel p to foster a more inclusive and diverse u se
of the ter m “southern hospit ality” that serves to enhance destination authenticit y in a manner that respects
the local community .
KEYWORDS
Southern Hospitality, Authenticity, Tourist Gaze, Tourism Development, COVID
REFERENCES
Renegar, J. (2020). 2020: Exac tly how many people move into the Charleston region each day?
https://www.crda.org/news/2020 - exactly - how - many - people - move - into - the - charleston - region -
each - day/ [Accessed the 1 st of March 2021, 11:30]
Szczesiul, A. (2017). The Southern Hospitality Myth: Ethics, Politics, Race, and American Memory .
Athens, GA, USA: University of Ge orgia Press.
Williams, E. (2020). Coro n avirus crisis will cost Charleston tourism more than $1B in 2 months.
h ttps://www.postandcourier.c om/health/covid19/coron avirus - crisis - will - cost - charles ton -
tourism - more - than - 1b - in -2- months/article_90ef 4048 - 800d - 11ea - 88bf - 6f3ede5fb6b4.html
[Accessed the 1 st of March 2021, 11:45]

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The changi ng face o f touri sm in Afri ca in the era of the Covid - 19
pandemic: a conceptual overview
Wendy Magangqaza
Cape Peninsula Un iversity of Tech nology
ORCiD: N/A
E- mail: wmagangqaza @gmail.com
Hilary Kennedy Nji Bama
Cape Peninsula Un iversity of Tech nology
ORCiD: https://orcid.org/0000 - 0002 - 9356 - 9137
E- mail: bamah@cput. ac.za
PURPOSE
From an African perspective, this study seeks to explore the practical and policy - based implications and
effects of Covid - 19 pandemic on the touris m sector by highlighting strategic approaches to rethinking
tourism crisis planning and management in the Global South . This pneumonia - like virus (Covid - 19)
which emerge d from the Chine se city of Wuha n in late 2019 , and spread globally in a matter of months
was fi rst re ported in Afr ica in Egypt. Therea fter a lmost al l coun tries on the conti nent de tected and
reported cases within a protracted period. In line with global trends, this widespread detection, along
with t he subs equent d eclaration of the pan demic nat ure of the virus by the World Health Organisation
prompted a concomitant implementation of strict measures by governments aimed at flattening t he curve
and curbing the spread. The implementation of these lockdowns in the i nitial early detection period mean t
that most economic sectors, especially those considered as non - essential were grounded, inclusive of
tourism.
RESEARCH METHODS
Adopting an exploratory focus, a content analys is and critical review of published academic and industry
literature that focused on disaster preparedness, managemen t or mitigation within a Global South and
local context were analyse d, thematically coded an d reported.
RESULTS AND DI SCUSSION
With just over a year since the the advent of the pandemic, reactions from different global environments
have been varied. In particular, in the case of Afri ca, the implementation of safety protocols, the
participation in global vaccine testing and roll - out campaigns has been fragmented. In cas es, the safety
protocols were almost completel y ignored while vaccine discourse has been clouded in superstiti on,
contestation and controversy. With limited empirical enquiry, there is hardly any fact - based reporting
into the pandemic and its potential ra mifications o n the tourism sector in Africa. In essence, considering
that tourism plays a critical role in socio - economic development on the continent, the contes ted and
controversia l views rela ting to vaccine ado ption may further taint perceptions and negatively impac t the
sector. This fe edback reflected the fragmented continen tal ap proach in de aling with k ey deba tes and
discourse in the light of the changing face of tourism in the Covid - 19 era, while also highlighting the
vulnerability of the tourism sector in Africa to global threats. The debates alos fundamentally reflected
the lack of preparedness of th e tourism sector to respond to th e COVID - 19 pandemic.
IMPLIC ATIONS

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While anticipating that these reviews gauge the potential challenges posed by this fragmented approach,
the key discussions and debates of this study will set a platform for further empirical enquiry towards
the ado ption of a continental approach to dealing with the p andemic while proposing mitigating actions,
strategies and protocols. Furthermore, this study propo ses strategies to guide industry stakeholders
towards a research agenda based on identified gaps in knowledge within the tourism sector in order to
rethink crises prepared ness, management and response strate gies for African tourism. In contribuiting to
extant knowledge on the management implications of such pandemics by the incorporation of the
resilience theory, the current enquiry provides significant value to current policies and practices
regarding new strategic approaches to crisis management in tourism, especially from a Global South
perspective.
KEYWORDS
Pandemic, Covid - 19, tourism, crises management, i nnovation, resilience, sustainabil ity.
REFERENCES
Ha ywood, K. M. (2020). A post Covid - 19 future - tourism re - imagined and re - enabled. Tourism
Geographies , 22(3): 599 - 609.
Hemmonsbey,J., Tichaawa, T.M. & Knott, B. (2021). S trategic Conceptualisation of the South African
Sport Tourism Sector ’s Respons e to the Covid - 19 Pandemic. African Journal of Hospit ality,
Tourism and Leisure, 10(1):54 - 68. DOI: https: //doi.org/10.46222/ajhtl.19770720 - 86
Ozdemir, M. A. (20 20). What are the economic an d pyschological a nd social conseque nces on the
Covid - 19 crisis on Touris m Employees. International Journal of Social, Political and Economic
Research , 7(4): 1137 - 1163.
Rogerson, C. N. and Ba um , T. (2020). Covid - 19 and Afr ican tourism resear ch agrendas . Developme nt
Southern Africa. 37(5): 727 - 741.
Sigala, M. (2020). Tourism and Covid - 19: Impacts and implications for advancing and resetting industry
and research. Journal of Business Research. 117: 312 - 321.
Zeng, Z. Chen, P. and Lew, A. A. (2020). From high - touch to hi - tech: Covid - 19 drive roboti cs adoption.
Tourism Geographies, DOI: 10.1080 /14616688.2020. 1762118.

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Research o n touris t experi ence and r ecommendation intenti on of
visiting theme park in post - COVID 19
Yu Pan
City University of Macau, China
ORCiD: 0000 - 0003 - 0650 - 0797
E- mail: IrisPa [email protected]
Jian Ming Luo
City University of Macau, China (Corresponding au thor)
ORCiD: 0000 - 0002 - 5779 - 1152
E- mail: [email protected]
Bill Xu
Hong Kong Polyt echnic Univer sity, China
ORCiD: 0000 - 0002 - 6473 - 8683
E- mail: bill.x u@cpce - polyu.edu.hk
PURPOSE
In post - epidemic era, the unprecedented public panic and fear derived from the COVID - 19 would impact
the recover y of tourism, especiall y the theme parks which generally cr owed with people in very close
physical proximity. Theme park is defined as an extreme example of capital intensive, highly devel oped,
user - oriented, and ent ertainment environment. Customers are expected to spend on theme parks to grow
steadily. Them e park offers multisensory and emotional experiences that perfectly fit the new experience
economy and experiential consumption. The previous s tudies focus on the relationships between tourists'
emotion and behaviour intention in the post - epidemic era. Litt le research revealed the mechanism of
emotional experience on recommendation intention in theme park. The main aim of this study is to
explore the relationships among fear, perceived r isk, participation , service experience evaluation, and
recommendation inten tion.
RESEARCH METHODS
Since the Shanghai Disneyland is the lar gest passenger flow theme park in China. The s tudy adapted
existing measurement s cales from previous research. All items were r ated on a seven - point scale with
anchors of s trongly disagree (1) to strongly agree (7). The i tems were first translated from English to
Chinese, then back t ranslated in Eng lish to ensure accuracy. We conducted an on line survey base d on
Convenience Sampling metho d, 306 valid questi onnaires were received. The r eliability and validity of
measurement model were verified by confirmatory factor analysis. The structural equation model
analysis was adopted to test rel ationships among constructs.
RESULTS AND DI SCUSSION
The results demonstrated that the recommendation intention was affected by the tourist’s emotional
experience, especially through the active participation and service experience. The fear of COVID19
would increase the perceived risk, and depress the active par ticipation and service experience, thus
negatively influence the recommendation intention. The study proved negative emotion indirect
negatively aff ect tourist recommendation intention. Tourism marketers need pay more at tention to tourist
emotional experience form two aspect of partici pation and service experience.

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IMPLIC ATIONS
This research contribution to the perceived risk, partic ipation and s ervice experien ce literature in touri sm.
This stu dy provi des the role of emotion to custo mer experi ence and recom mendation intention during
and post - pandemic. People usually evaluate something according to personal experience, culture, and
religion. Emotion will d evelop based on the evaluation, so people will also respo nd accordingly.
Negative emotion would indi rectl y influence tourist’s behaviour intention, each emotion can be
explained by emotion theory. Traditional emotional theory verified the influences of emotion on
behaviour. The present research revealed the influence mechanism of fear on tourist behaviour intention.
The study proposed seve ral strategies on how to red uce tourist’s perceiv ed risk and improve tourist ’s
participation and service experi ence. I t was very important to reduce the visitors’ f ear and improve the
experience since the core of theme parks was experiencing various rid es. The tour ism industry in China
is enjoying its resurgence with the successful control of COVID - 19 spr eading. Theref ore, this research
would provide meaningful insights and references for other countries, and help accelerat e t he recovery
of tourism around the world after the pandemic of COVID - 19.
KEYWORDS
Fear of COVID - 19, Participation, Service exper ience valuation, Recommendation intension
REFERENCES
Novelli, M., Burgess, L. G., Jones, A., & Ritchie, B. W. ( 2018). 'No Ebola… still doomed' – The Ebola -
induced tourism crisis. Annals o f Tourism Research, 70, 76 – 87.
Mullins, J. K., & Sabher wal, R. (2020). Gamification: A cognitive - emotional view. Journal of Business
Research, 106, 304 - 314.
Wu, H. C. , Li, M. Y ., & Li, T . (2018 ). A study of experiential quality, experiential value, experiential
satisfaction, theme pa rk image, and revisit intention. Journal of Hospitality & Tourism Research ,
42(1), 26 - 73.
Hirschman, E. C., & Holbrook, M. B. (19 82). Hedonic consumption: emerging concepts, metho ds and
propositions. Journal of marketing , 46(3), 92 - 101.

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COVID - 19 and the behaviour of sect or - wise empl oyment in the
hospitality industry of the United States: Lessons f rom the sh ocks
of past pandemics
Sudeshna Ghosh
Scottish Church College, India
ORCiD : 0000 - 0002 - 2026 - 1676
Email : sud eshna.ghoshsent@ou tlook.com
PURPOSE
The purpose of this paper is to analyze the effects of histori cal shocks emanating fro m uncertainty on the
employment patterns of the travel and hospital ity industry in the United States segregat ed across different
sectors such as accommodation, restaurants, re creation and amusement theatres, museums and historical
places of interest in the context of the current global pandemic. The major research questions to be
explored in this study include
i) How does his torical shocks of the Asian crisis; 11/9 crisis and global crisis impact employment
patterns of the hospitality sector?
ii) How doe s histori cal shocks generated from uncertainty from earlier pandemics like SARS;
H1N1; MERS and othe rs impact employment in major sub - sectors of the hospitality sector?
iii) Is the down turn if any in employment appears to be sho rt - lived or h as long - term conse quen ces?
RESEARCH METHODS
The study utilized the vecto r autoregressive (VAR) model post ulated by (Sims,1980) to expl ore the
effects of uncertainty shocks in a dynamic system on the hospitality sect or. The ess ential prerequisite for
the estimation of the VAR model is to check wheth er t he underlying time s eries of observations is
stationary. The augmented Dickey Fuller (ADF) unit root test as discussed by (Elliott, 1998) and the
Phillips and Perron (1988) unit root tes t was applied. After obtaining the stationary order of the vari abl es
the cointegration test was performed. The study used the coin tegration test of Johansen - Juselius,
(Johansen, 1988; Johansen and Juselius, 1990). If the variables are found to exhibit a cointegrating
relationship then a long - run trend exists. Accordingly, the vector error correction model (VECM) would
be appropriate to study how uncertainty shocks impact employment in the hospitality sector. Several
measures of uncer tainty shocks ar e us ed in this study. Th e f irst measure of unc ertainty used is t he World
Pandemic Uncertainty Index, (Ahir et al., 2018), this measure shows the impact of fear as sociated with
uncertainty owing t o pandemics. The second measure used here is t he stock market volatilit y measure
(VIX) which is widely used in the literature on macr oeconomic uncertainty, (Caggiano et al., 2018).
Another measure of uncertain ty u sed h ere is the index of consumer expectat ion o f th e Univ ersity of
Michigan. Monthly observatio ns f rom t he f irst month of 1996 to th e fi rst month of 202 1 is cons idered
here.
RESULTS AND DI SCUSSION
The results based on the impulse response func tion indicate that uncertain ty shock emanating from the
uncertainty indicators has a strong negative impact upon all sectors of the hospitality industry as far as
employment patterns are concerned. The findings fur ther indicate that the impact on museums and
historical places are most dis astrous. The decline in employment in this s ector continues for around ten
periods. This paper provides insights of the ef fects of earli er uncertainty shocks on t he hospitality s ector.
The novelty of the co ntribution of the pa per is three fold i) i t examines the relatio nship between
hospitality sector and uncer tainty owing to shocks occuring historically which is important for drawing

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lessons for policy implications; ii) it has used dense time series data and also disaggregated data on
hospitality setor of the United States to throw insights which aggregation tend to hide and i ii) it has
initiated discussion on how employment patterns respon d to historical shocks, an area of research which
is rather scant.
IMPLIC ATIONS
Since the results indicat e adverse implications of the uncertainty shocks particularly in the long - term the
challenges lie in rethinking the resurgence of the hospi tality sector along the line s of emergency recovery.
Thrust of emphasis should be on impa rting digital ski lls in sales and marketing for depl oying the
unemployed. Furthermore imparting skills on crisis management is necessary.The direction of future
research should be towards exploration on skill development programmes which will enable
redeployment of the people who have lost their jobs across sectors of the hospitality industry and
examination is necessary to develop poli cy suggestions to boost investment i n the hospitality sector.
KEYWORDS
Leisure and hos pitality sector; sectoral employmen t; pandemics; unc ertainty shock; US
REFERENCES
Ahir, H., Bloom, N., & Furceri, D. (2018). The world uncertainty index. DOI:
http://dx.doi.o rg/10.2139/ssrn.3275033 (Accessed on 13 th of, march, 2021 12:41 pm)
Badshah, I. U. (2013). Qu antile regression analysis of the asymmetric r eturn‐volatility relation. Journal
of Futures Markets , 33 (3): 235 - 265.
Caggiano, G., Castelnuov o, E. , & Figueres, J. M. (2020). Economic policy uncertainty spillovers in
booms and busts. Oxford Bulleti n of Economics a nd Statistics , 82 (1), 125 - 155.
Elliott, G., (19 98). On the robustness of coi ntegration methods wh en regres sors almost have unit roots.
Economet rica 66 (1), 149 – 158.
Greene, W., (2 011). Econometric Analy sis . Seventh edition. Pearso n
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assessment of COVID - 19. Journal of Sustainable Touris m , 29(1), 1 - 20 .

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A snapshot of tourism and hospitality in Portugal during
the COVID -19 pandemic
Élmano Ricarte
Instituto de Comunicação – Universidade Nova de Lisboa, Portugal
ORCiD: 0000 - 0002 - 8638 - 3529
Email: [email protected]
Sofia Almeida
CEG/IGOT, Universidade de Lisboa
ORCiD: 0000 - 0003 - 4561 - 6776
Email: [email protected]
PURPOSE
In a complex and unique context, every individual, government and private company has been confronted
with profound changes and tough challenges during the COVID - 19 pandemic. A moment like this calls
for unity, in the real sense of the word, characterized by mutual help, the sharing of experiences with
particular emphasis on cooperative behaviour in the tourism sector. Thus, this leads to the research
question: What are the impacts of COVID - 19 on the tourism and hospitality sectors? From this question,
th e following idea has sprung forth to develop a research project geared towards inspiring peopl e: #3por4
Project. The research objectives are as follows i) to collect the accounts of scholars and managers with
regards to their points of view, experiences, a ctiviti es and strategies during the COVID - 19 pandemic in
Portugal and ii) to identify future avenues and also best practices to implement in the sector in order to
aid the transition to the recovery phase.
RESEARCH METHODS
This study presents an analysis of interviews carried out between October 2020 and April 2021. These
interviews were based on three main questions related to previous research on the activities developed
by managers and scholars. Each interview lasted approximately 15 minutes , was recor ded on the Zoom
platform, edited on Adobe Premiere softwa re and subsequently posted on Youtube, Facebook, LinkedIn
and the project’s website
1

. Thus, the methodol ogy took the form of interviews and qualitative content
analysis ( Krippendorf, 2013). With the support of three main categories: pandemic effects ; adaptation;
strategies for the future, the qualitative analysis carried out in the study took 12 out of a total of 24
interviews as its starting point. These interviews we re selected by the criteria of being related to the hotel
sector.
RESULTS AND DI SCUSSION
Results show that scholars and company managers did not predict this moment of crisis and have to
update them selves and their business strategies to address this new reality: living in a pandemic context.
The results of this research will compare the modus operandi and the creativity of the strategies of the

1

https://projeto3por4. wixsite.com/3por4

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avoid the long - term dependency proble m, since remembe ring rece nt input for lon g periods of t ime is
essentially their default behavi our.
The use of t he LSTM appr oach to carry out t his task is s upported for two reasons. First, the errors are
returned to the machine to calibrate the mode l dur ing the fir st t raining phase. Also, the err ors a re us ed
persistently in the machine gat es of the machine. Second, LSTM networks are unr esponsive to the lags
between events in the time series. Hence, the LSTM algorithms work bett er than other arti ficial neural
networks (e.g., hidden Markov, Support Vector Regression, etc.) or other forecasting techniques (e.g.
ARIMA) when we try to derive an u nknown forecast model (Law et al. , 2019) .
RESULTS AND DI SCUSSION
Our p redictions for Chinese arrivals to USA and Australia were generated using the LSTM net work.
Seasonality is not an issue in this forecast , since we are working with the trend component only. The t -
1 time period repr esents the pre - crisis level, on October 2019, while the period t marks the
co mmencement of international travel, worldwide. The next periods are the months after this date. Th e
error bars represent the outcomes of the bias sensitivity analysis and are treated as the t wo extreme
scenarios for recovery.
The LSTM machine predicts a significant drop in tourist arrivals after the containment of the pandemic,
but that within approximately 12 months (for the USA) and 6 months (for Australia) tourist arrivals
should return to their normal trend. It should be noted that the USA seems to b e in a more difficult
position according to the LSTM predictions are it will take approximately one year for tourist arrivals to
return to their initial trend. However, since we do not consider our predictions to be country - specific,
we assert that the tw o diff erent forecast outcomes represent the range of our predictions, suggesting that
it can take from 6 to 12 mo nths to recover the losses in intern ational tourism after the Covid - 19 crisis.
It must be noted that our predictions are contingent on the resolution date for this conflict, whereby travel
restrictions will have been lifted and trave l for both business an d leisure purposes will have co mmenced
again. As the current situat ion continues and the drop in arri vals deepens (also see Yang et al., 2020),
the outcome of the prediction algorithm will likely be different. In addition, our model does not take
into account the current problems faced by the two countries, USA and Australia, due to the pandemic,
which would of course further aggravate this cris is. These problems could be encapsulated by our model
by manipulating the bias coefficient.
However, this i s the power of the LSTM machine th at we have implemen ted. Once more data becomes
available, the algorithm can be call ed upon to generate new foreca sts, using the most updated data set.
Given that t he training period is fixed (the 2003 SARS outbre ak), the mach ine does not n eed to be
retrained (unless the model b ias needs to be retrained) and can thus produce results very q uickly.
IMPLIC ATIONS
Our fin dings demonstrate a signif icant drop in tourist arrivals from China to the USA and Austral ia. It
will take n early one ye ar for arri vals to retu rn to their previous trend values, which may have devastatin g
effects on the tourism industry. We assert that our findings are not limit ed to the particul ar countries
under analysis, since China is one of the main sources of tourist revenue worldwide. Similarly, we can
expect analogous negative effects in ot her tourist markets outside China.
Consequently, our a forementioned conclusions have important social outcomes and policy i mplications.
Firstly, it is clear that the tourism industry will suffer heavily, not only in the two countries presented,
but globally, as discussed above. T hus, strong measures need to be taken in order to support the industry
from devastation. The negative income effects are not particular to those directly employed in the
tourism sector but extend to many industries that interact with it and can thus hurt many sect ors of the
economy. Secondly, it must be noted that the tourism industry is often a source of seasonal income for
unskilled labour, which would commonly or iginate fr om lower income groups. To this extent, the
adverse effects on tourism can also aggravate income imbalanc es and hurt social equity. Finally, our

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findings demonstrate once again the importance of a medical solution to the Covid - 19 outbreak that
would help restart a ctivity in the touris m industry and start rev ersing the negative o utcomes of thi s crisis.
KEYWORDS
COVID - 19; Tourism Development; Deep Learning; Long Short Term Memory; Machine Learning
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Croatian tourism i n the COVID - 19 pandemic - current state and
developmental perspectives
Romina Alkier
Faculty of Touri sm and Hospitality Management
Email: [email protected]
Goran Perić
Academy of Professio nal Studies Sout h Serbia, Depar tment of Business Studies Blace
Email: goran.peri [email protected]
Vedran Milojica
PAR University Coll ege Rijeka
Email: vedran.miloj [email protected]
PURPOSE
Tourism and hospitality represent the most important and most dev el oped industry globally, contri buting
to the destination's socio - economic development. The data from t he UNWTO (n.d.) state that in 2019
tourism accounted for 7% of the glob al trade, and some countries can repre sent over 20% of their GDP,
and overall, it is the third - largest export sector of the world economy. This industry faced numerous
obstacles throughout the years, one of them being diverse forms of crisis, such as the current COVID - 19
pandemic, which left tremendous marks on the tourism and hospitali ty business, which placed a
struggling burden on destinations to rethink how to survive on the tourist market. Tourism contributes
the most to the Croatian economy and is the most developed branch. According to the Tourist Board of
Croatia (2020 according to the Croatian National Bank), tourism participated with 10.539,1 million of
EURO, respectively, with an estimate of 19,5% in total Gross Domestic Product 2019. According to the
enormous impact of the tourism industr y on the Croatian national economy i t i s important to find a
solution for the question: What will tourism be like after the pandemic, and how to adapt to it? The
authors will analyse the current situation in the tourism industry in the Republic of Croatia in order to be
able to recommend solutions for further devel opment in the post - COVID - 19 period.
RESEARCH METHODS
Authors will use a content analysis approach to compare different strategic do cuments, touristic busi ness
reports and recent scientific works about th e situation an d consequences of the pandemic on the touristic
value chain, and determine the pandemic's socio - economic consequences in tourism in the case of
Croatia and the planned strate gies for touris m recovery in th e coming years.
RESULTS AND DI SCUSSION
In the short t erm, in 2021, when the pandemic is still ongoing and vaccination i s taking place, travel can
be expected to be shorter and more focused on the home country and nearby foreign regions, which were
already important touri st markets before the pandemic. One of the important consequences of Covid - 19
will be that it wi ll accelerate the decline of mass tou rism. The post - Covid - 19 period will be characterised
by an increase i n demand for individual travel, while a decline on the demand s ide for group t ravel is
expec ted. According to many forecasts, the importance of locally produced food should increase in the
coming per iod. Presumably, Croatia should also perceive this as an advantage and offer a sustainably
oriented, diverse range of local, domestic products. Food safety and proof of proper hygiene will, of
course, play an essent ial role in this . Cooperation between producers and restaurateurs will also be cr ucial

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for the renewed growth and rise of Croatian gastronomy, as will much new creativity that draws from
uniqueness and local roots, but freshly. It is also worth mentioning the importance of digitalisation and
information and comm unication technology in to urism.
IMPLIC ATIONS
The deve lopmental guidelines presented in this pape r will provide strategic managerial implications for
professionals in tourism to focus on when discussing tourist offer development and survival on the tourist
market. They wi ll start adap ting and reorga nising their b usiness foll owing a strate gic approach to
sustainable solu tions that will n o longer be based on mass tourism but will be transformed into
individual - centred services. Services will be focused on offering local, pri marily cultural and natural
assets. Their presentation will also have to be supported by modern technological solutions s uch as
augment reality.
KEYWORDS
World tou rism, Cr oatian t ourism, COVID - 19 pandemic, developmental perspective
REFERENCES
Croatian Tou rist Board (n.d.). Tour ism in numbers 2019. https://www.htz.hr/si tes/default/files/2020 -
07/HTZ%20TUB%20HR_%202019%20%281%29.pdf. [Accessed the 20th of January 2021,
13:05]
UNWTO (n.d.). Touris m and COVID - 19 – Unprecedented Economic Impacts.
https://www.unwto.org/tourism - and - covid - 19 - unprecedented - economic - impacts. [Accessed th e
20th of January 2021, 13:00]

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Tourist behaviours at Covid-19 pandemic
Tahir Albayrak
Akdeniz Universit y, Tourism Faculty
Email: tahiralbayr [email protected]
Meltem Caber
Akdeniz Universit y, Tourism Faculty
Email: meltemcabe [email protected] r
PURPOSE
This st udy rev iews the literature on tourist beh aviours in response to challenging conditions created by
Coronavirus pandemic (known as, Covid - 19). The main aim of the study is to identi fy how tourist
behaviours are affected or changed by Covid - 19. With th is purpose, scientific articles and official reports
related to tourist behaviours before, during, and expec ted after Covid - 19 pandemic have been i dentified
and categorized under separate headlines. Characteristic tourist behavours i n each period have been
followingly discussed by the a uthors.
RESEARCH METHODS
A literature re view has been pe rformed on the pu blished articles and official r eports on touris t behavours
in ordinary times, during C ovid - 19 pandemic, and post pandemic from online research en gine of Google
Scholar. Using the keywords of : “Covid - 19”; “tourist behaviour”, and “pandemic”, which are directly
related publications on these issues, tourist behaviours could be characterizied in each period. After
reminding the ‘ordinary time’ tourist behaviours before this pandemic, changing tourist behaviours
during and pos t Covid - 19 were introduced based on the inf ormation obtained from the l iterature review.
Estimations of the for mal authori ties were additionally presented with the aim o f combining the scholarly
and institutional perspectives about the crisis.
RESULTS AND DI SCUSSION
The studies show t hat people percei ved high level of health, hygiene , and safety ris ks in travelling a mid
Covid - 19. Therefore, they began to select destinat ions, which ar e perceived safe and clean. Post -
pandemic touri st behaviour s are grouped under three themes, as the varying travel motivations and
behaviours; negative attitudes towards Chinese tourists and China; and the increasi ng importance of
information & commu nic ation technologies on tour ist experiences.
IMPLIC ATIONS
The study results were discussed in ter ms of their theoretical and managerial implications. For example,
pro - environmental tourist behaviours and the use of communication & information technologies will be
the trends that are expected to continue in post -p andemic times. However, people are assumed to prefer
destinations which are safe and clean, and offering alternative touris m experiences or health/wellness
tourism services. Th ey will be also travelling in sm all groups, rather than groups. Henc e, general t ouri st
characteristics in ordinary times (such as mass tour ists travelling in large size of gr oups, targeting to
holiday destinations by taking long - haul airline journeys) cannot be observed in the near future. Touri sm
practitioners should adapt their serv ice processes and strategies for being able to successful in the low
demand - high competition conditions in post - pandemic times. They will be also trying to maximise their
revenues against to high hygiene and sanitation costs that will be unavoidable in ‘ne w nor mal’ service

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