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Restarting tourism, travel and hospitality: The day after

Christou, Evangelos; Fotiadis, Anestis; Alexandris, Kostas

Published
2021
Publisher
Thessaloniki, Greece: International Hellenic University
DOI
10.5281/zenodo.5159065
Repository
www.econstor.eu
Language
en

Abstract

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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 This Version is available at: https://hdl.handle.net/10419/236198 Standard-Nutzungsbedingungen: Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden. Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich machen, vertreiben oder anderweitig nutzen. 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If the documents have been made available under an Open Content Licence (especially Creative Commons Licences), you may exercise further usage rights as specified in the indicated licence. https://creativecommons.org/licenses/by-nc-nd/2.0/ " 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 . According to this, you are free to copy, distribute, display and perform the work in any media or form, as long as you give the original author(s) credit, do not use this work for commercial purposes, and do not alter, transform, or build upon this work. For any reuse or distribution, you must m ake clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holders. Nothing in this license impairs or restricts the authors’ rights. 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 TOURMAN 2021, 21 -23 /5/2021 1 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 TOURMAN 2021, 21 -23 /5/2021 2 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 TOURMAN 2021, 21 -23 /5/2021 3 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 TOURMAN 2021, 21 -23 /5/2021 4 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 TOURMAN 2021, 21 -23 /5/2021 5 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 TOURMAN 2021, 21 -23 /5/2021 6 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 TOURMAN 2021, 21 -23 /5/2021 7 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 TOURMAN 2021, 21 -23 /5/2021 14 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 TOURMAN 2021, 21 -23 /5/2021 15 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 16 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 17 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 18 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 19 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 TOURMAN 2021, 21 -23 /5/2021 20 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 TOURMAN 2021, 21 -23 /5/2021 21 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 TOURMAN 2021, 21 -23 /5/2021 22 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 TOURMAN 2021, 21 -23 /5/2021 23 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 TOURMAN 2021, 21 -23 /5/2021 30 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 TOURMAN 2021, 21 -23 /5/2021 31 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 TOURMAN 2021, 21 -23 /5/2021 32 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 TOURMAN 2021, 21 -23 /5/2021 33 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 TOURMAN 2021, 21 -23 /5/2021 34 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 TOURMAN 2021, 21 -23 /5/2021 35 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 TOURMAN 2021, 21 -23 /5/2021 36 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 TOURMAN 2021, 21 -23 /5/2021 37 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 TOURMAN 2021, 21 -23 /5/2021 38 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 TOURMAN 2021, 21 -23 /5/2021 39 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 TOURMAN 2021, 21 -23 /5/2021 46 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 TOURMAN 2021, 21 -23 /5/2021 47 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 TOURMAN 2021, 21 -23 /5/2021 48 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 TOURMAN 2021, 21 -23 /5/2021 49 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. TOURMAN 2021, 21 -23 /5/2021 50 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. TOURMAN 2021, 21 -23 /5/2021 51 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 TOURMAN 2021, 21 -23 /5/2021 52 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. TOURMAN 2021, 21 -23 /5/2021 53 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. TOURMAN 2021, 21 -23 /5/2021 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 TOURMAN 2021, 21 -23 /5/2021 55 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. TOURMAN 2021, 21 -23 /5/2021 62 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 TOURMAN 2021, 21 -23 /5/2021 63 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. TOURMAN 2021, 21 -23 /5/2021 64 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. TOURMAN 2021, 21 -23 /5/2021 65 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 TOURMAN 2021, 21 -23 /5/2021 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). 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(2003) Sp ort an d Touri sm: A Conceptual Framework, Journal of Spo rt & Tourism, 8:1, 2 1 - 26, doi: 10.1080/14775080306236 Giosos I., Papadimitrio u D. & Synadin os P . (2 000). Major events: The case of the Olympic Games. Patras: Hellenic Open University. Gossling, S., (2002). Global environmental consequences of tourism. Glob al Environmental Change 12 (2002) 283 – 302. Elsevier Science Ltd. Gratton,C., Dolson, N. & Shibili,S., (2010). The economic importance of major sports even ts: A case - study of six events. Managin g Leisure 5(1):17 - 28. Hallmann, K., Kaplanidou, K. & Breuer , C. (2010). "Event image perceptions among active and passive sports touristsat mara thon races". Internatio nal Journal of Sports Marketing and Spon sorship, Vol. 12 Issue: 1, pp.32 - 47. doi.org/10.1108/IJ SMS - 12 - 01 - 2010 - B005 Hautbois, C., Djaballah, M . & Desbor des, M. (2 019). 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Creat ing a memorable spect ator experience a t the Two Oceans Marat hon. Journal of Spor t Tourism 17(1):1 - 15. Ki Lee, C., Taylor Τ., Yong - Ki Lee, Bong - Koo Lee. (2005). The Impact of a Sport Mega - Event on Destination Image. International Journal of Hosp itality & Tourism Ad ministration 6(3): 27 - 45. Lagos, D. (200 5). Touris m Economics . Athens: Review Lenzen, Μ., Sun, Υ., Faturay, F., Ting, Y. , Geschke, A. & Malik, A. (2018 ). The carbon footprint of global tourism. Nature Climate Change. doi.or g/10.1038/s41558 - 018 - 0141 -x Malchrowicz - Mos ko, E. & Munster s, W. (2018). Sport tou rism: a growth market considered from a cultural perspective. Journal of Martial Arts Anthropology”, Vol. 18, no. 4 (18): 25 – 38. Masters, K. Ogles, B. Jolton, J. The developmen t of an in strument to meas ure motiv ation f or marat hon running: the Motivations of Marathoners Scales (MOMS). Research Quarterly for Exercise and Sport; Washington 64 (2):134 - 43. Moira, P., Mylonopoulos, D. & Papagrigor iou, A. ( 2016). Sociological appr oaches to sports tourism: Participation in the sports events of the Athens Classic Marathon 2016. Science & Tec hnology Magazine. 2(1 2):47 - 57. Noy, C. (2008). Sa mpling Knowledge: The Hermen eutics of Snowball Sa mpling in Qualitative Re search. Int. J. Social Research Metho dology 11(4): 327 – 344. Papanikos, G. (2015). The Economic Effects of a Marathon as a Sport Tourism Event. Athens Journal of Sports. 2(4):225 - 240. Polatidou, P., Alexandris , K., Balaska, P. & Polatidou, G. (2016). Differences in t he Perception of the Quality of Services, the Degree of Satisfa ction and its Development fr om Mouth to Mouth Communication of Parti cipants in Mountain Run Events Based on their Level of I nvolvement with Mountain Run. Hellenic Mag azine of Spor ts & Leisur e Administr ation, 12 (2 ): 50 – 66. Reisinger, Y., (2009). Inter national Tourism: Cultures and Be havior. p.p.305 - 320 USA: Elsevier. Saayman Μ. & A. (2014). Appraisal of measuring economic impact of spor t events. South African Journal for Research in Sport, P hysical Education and Re creation , 36(3):151 - 181 Scholtz, M. & Slabbert, E., (2016). The relevan ce of the tangible and intangible social impacts of tourism on selected South African communities. Journal of Tourism and Cultural Change. 14(16): Issue 2. doi.org/10.1080/14766825.2015.1031796 Tsartas, P., (1996). Tourist s, Travel, Pla ces: Sociologica l Ap proaches to Tourism. Athens: Exantas. TOURMAN 2021, 21 -23 /5/2021 68 Vourtsis, I., Manakidou, E., Paschalid is, G. and Sbonias , K. (1999) . Int roduction to Greek Cu lture. The Concept of Cultu re Aspects of Gr eek Culture. Pa tras: Hellenic Op en University. Wicker, P. (20 18). Th e carbo n footp rint of active sport participants. Sport Management Review 22(4). doi: 10.1016/j.smr.2018.07.001 Yuan, Y. (201 3). "Adding en vironmental s ustainability to the management of even t tourism", International Journal of Culture , Tourism and Hospitality Rese arch , 7 (2): 175 - 183. Yfantidou, G., Matsouka, O. , Costa, G., & Michalopoulos , M. (2010). Phsychological Needs as Determinants of Engagement in Sports Tourism. Exercise and Quality of Life. Journal of Science in Sport 2 (2): 1 - 84 Zach, S., Xia, Y., Zeev, A ., Arnon, M., Choresh, N., Tenenbau, G. (2015). Motivation dimensions for running a marathon: A new model emerging from the Motivation of Marathon Scale (MOMS). Journal of Sport and Health S cience 6(3). doi: 10.1016/j.jsh s.2015.10.003 TOURMAN 2021, 21 -23 /5/2021 69 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 TOURMAN 2021, 21 -23 /5/2021 70 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 REFERENCES Ballantyne, R., Packer, J., & Suth erland, L. (201 1). Visi tors’ memorie s of wildlife tourism. Tourism Management, 32( 4), 770 - 79 Frenzel, F., Koens, K., Steinbrink, M. and Rogerson, C. (2015). Slum Tourism: State of the Art. Tourism Review International, [o nline] 18(4), pp.237 - 252. Available at: https://www.academia.edu/12161901/Slum_Tourism_State_of_the_Art [Accessed 28 Oct. 2017]. Gundersen, V. & M ehmetoglu, O. (2015). Inge Vi stad, and O. Andersen, Journal of Outdo or Recreation and Tourism, 9, 77 – 86. Jaffe, R., Dürr, E., Jones, G. A., Angelini, A., Osbourne, A., & Vodopiv ec, B. (2019). What does pov erty feel like? Urban inequality and the politics of sensation. Urban Stud ies, 004209801882017. doi:10.1177/0042098018820177 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 University Press . N isbett, M. (2017). Empowering the empowered? Slum tourism and the depoliticization of poverty. Geoforum, 85, 3 7 – 45. doi:10.1016/j.geoforum.2017.07.007 Saunders, M., Lewis, P. & Thornhill, A. (2012) “Research Methods for Business Students” 6th edition, Pear son Education Limited TOURMAN 2021, 21 -23 /5/2021 71 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 Studies,doi:10.1080/10645578.2019.1665390. Tajfel, H. (19 81). Human groups and social categorie s. London: Cambrid ge University Pr ess. Tsai, C.T.S. (2016). Memorable tourist experience s and place attach ment when consu ming loc al foo d. Int. J. Tour. Res.18, 536 – 548. Wimmer, R.D. , & Dominic, J.R. (2011). Mass Media Rese arch: An Introduction, Wadsworth, USA. Yin, R.K. (201 4). Case Study Research: Design and Methods, 5t h Edition, Sage Publications, USA. TOURMAN 2021, 21 -23 /5/2021 78 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 TOURMAN 2021, 21 -23 /5/2021 79 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. TOURMAN 2021, 21 -23 /5/2021 80 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 TOURMAN 2021, 21 -23 /5/2021 81 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 TOURMAN 2021, 21 -23 /5/2021 82 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 REFERENCES Baum, T., & Hai, N. T. T. (2 020). Hospi tality, tou rism, human rights and the impact o f COVID - 19. International Journal of Contempora ry Hospitality Manag ement . https://doi.org/10 .1108/IJCHM - 03 - 2020 - 0242 Chinazzi, M. , Dav is, J . T. , Ajel li, M., Gioannini, C., Litvi nova, M. , Mer ler, S., Pastore y Piontti, A., Mu, K., Rossi, L., S un, K., Viboud, C. , Xiong, X., Yu, H. , Elizabeth Hallora n, M., Longini, I. M., & Vespignani, A. (2020). The effect of travel restrictions on the spread of the 2019 novel coronavirus (COVID - 19) outbreak. Science , 368 (6489), 395 – 400. https://doi.org/10.1126/science.aba9757 Daily FT. (2020). Extended debt morato rium welcomed. Http://www.ft.lk/front-page . [Accessed the 10 th of December 2020] Deyshappriya, N. P. R. (2020). Economic Impacts of COVID - 19 Macro and Microeconomics Evidences from Sri Lanka. SSRN Electronic Journal , 1 – 19. https://doi.org/10.2139/ssrn.3597494 Gössling, S., Scott, D., & Hall, C. M. (2020). Pandemics, tou rism and global change: a rapid assessment of COVID - 19. Journal of Sustainable Tourism , 0 (0), 1 – 20. https://doi.org/10.1080/09669582.2020.1758708 Ranasinghe, R. (2015). Evaluati on of homest ay ac commodation supply in Sri Lanka. ~ 442 ~ IJMRD , 2 (2), 442 – 447. www.allsubjectjournal.com Ranasinghe, R., Damunupo la, A. , Wije sundara, S., Karunara thna, C., Nawarathna, D., Ga mage, S. , Ranaweera, A., & Idroos, A. A. (2020). Touri sm after Corona: I mpacts of Covid 19 Pandemic and Way Forwar d for T ourism, Hotel and Mice Industry in Sri Lanka. SSRN Electronic Journal , 1 – 19. https://doi.org/10.2139/ss rn.3587170 Samarathunga, W. (2020). Post - COVID19 Chal lenges and Way Forward for Sri Lanka Tourism. SSRN Electronic Journ al , 1 – 12. https://doi.org/10.2139 /ssrn.3581509 SLTDA. (2020). Sri lanka tourism operational guidelines with health protocols (I ssue June). Wijesunda ra, N., & Gh anapala, A. C. (201 6). Diffic ulties and Challenge s related to the Deve lopment of Homestay Tourism in Sri Lanka (Vol. 3). TOURMAN 2021, 21 -23 /5/2021 83 http://www.igutourism.org/Lombok2015/.CreativeCommonsCopyrightNC - BY - NDhttp://www.igutour ism.org/Lombok2015/. TOURMAN 2021, 21 -23 /5/2021 84 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 TOURMAN 2021, 21 -23 /5/2021 85 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. TOURMAN 2021, 21 -23 /5/2021 86 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 Cohen J (1988). Statistical power analysis for the behavioral sciences (2nd edn). Erlbaum, Hillsd ale, NJ, USA, pp. 273 - 406. ELSTAT (2020). https://www.statist ics.gr/el/statis tics/ - /publication/SAM03/. [Accessed the 6th of November 2020, 1 0:35]. Grail Research (2011). Consumers of tomorrow: ins ights and o bservations ab out Generation Z, av ailable 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 Hall Inc, New J ersey. 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 TOURMAN 2021, 21 -23 /5/2021 87 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 Business, 37 - 53. 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. TOURMAN 2021, 21 -23 /5/2021 94 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 TOURMAN 2021, 21 -23 /5/2021 95 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 TOURMAN 2021, 21 -23 /5/2021 96 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] TOURMAN 2021, 21 -23 /5/2021 97 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 TOURMAN 2021, 21 -23 /5/2021 98 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. TOURMAN 2021, 21 -23 /5/2021 99 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. TOURMAN 2021, 21 -23 /5/2021 100 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. TOURMAN 2021, 21 -23 /5/2021 101 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 TOURMAN 2021, 21 -23 /5/2021 102 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 Hall, C. M. (20 19). Biolo gical inva sion, bios ecurity, tourism, and globalisation . In Dallen J. Timothy (Eds.), Handbook of glob alisation and t ourism (pp. 114 – 125). Edward Elgar Publishing. Johansen, S., (1988). Statistica l analysis of cointegration vectors. J. Econ. Dyn. Control . 12 (2 – 3), 231 – 254. Johansen, S., Juselius, K., (1990). Maximum likelihood estimation and inference on cointegration — with application s to t he demand for money. Oxf. Bull . Econ. Stat . 52 (2), 169 – 210. Leduc, S., & Liu, Z. (2 016). Uncertainty sh ocks are aggregate de mand shocks. Journal of Monetary Economics , 82 : 20 - 35. Phillips, P.C., Perron, P., 1988. Testing for a uni t root in time series re gression. Biometrika 75 (2), 335 – 346. Sims, C. A. (1980). Macroeconomics and reality. Econo metrica: journ al of t he Econometric Society , 48 (1):1 - 48. Stefan Gössling , Daniel Scott & C. Michael Hall (2021). Pandemics, tourism and global change: a rapid assessment of COVID - 19. Journal of Sustainable Touris m , 29(1), 1 - 20 . TOURMAN 2021, 21 -23 /5/2021 103 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 TOURMAN 2021, 21 -23 /5/2021 110 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 TOURMAN 2021, 21 -23 /5/2021 111 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 REFERENCES Abdullah, A., Thomas , G., McGhee, S., & Mori sky, D. (2004). Impa ct of severe acute re spiratory syndrome (SARS) on travel and population mobility: implications for travel medicine practitioners. Journal of Travel Medicine, 11(2), 107 - 111. Assaf, A.G., Li, G., Song, H. and Tsi onas, M.G., 2019. Modeling and f orecasting regional tourism demand using t he Bayesian global vector aut oregressive (BGV AR) model . Journal of Travel Research, 58(3) , pp.383 - 397. Athanasopoulos, G. and de Silva , A., 2012. 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Tourism Recreation Research, 1- 6. doi:10.1080/02508281.2020.1743048] TOURMAN 2021, 21 -23 /5/2021 113 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 TOURMAN 2021, 21 -23 /5/2021 114 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] TOURMAN 2021, 21 -23 /5/2021 115 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 [Document text truncated for crawler view.]