Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management

De Bastos, Bernardo Pereira; Palrão, Beatriz Pedro; Almeida, José Pedro; Isidoro, Ricardo Jorge

doi:doi:10.11648/j.ebm.20230905.12

Research Article |

| Peer-Reviewed

Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management

De Bastos, Bernardo Pereira^*, Palrão, Beatriz Pedro, Almeida, José Pedro, Isidoro, Ricardo Jorge

Published in European Business & Management (Volume 9, Issue 5)

Received: 21 August 2023 Accepted: 6 September 2023 Published: 27 September 2023

Views: Downloads:

Download PDF

Share This Article

Twitter
Linked In
Facebook

Abstract

The study delves into the profound ramifications of COVID-19 on the tourism and hospitality sector, centering its attention on the intricate facets of guest behavior and emotions. Through a meticulous direct approach, we unearthed that the pandemic instigated an unparalleled wave of fear and apprehension among individuals. Yet, intriguingly, our findings illuminate that these emotions were transient, giving way to an astonishing resurgence in 2022, which not only surpassed the preceding year but also eclipsed the benchmarks set in the pre-pandemic zenith of 2019. What sets this research apart is the resounding validation it received from a diverse spectrum of stakeholders, including both discerning guests and seasoned industry professionals. Their unanimous endorsement stands as a testament to the industry's resilience and adaptability in the face of adversity. It speaks volumes about the collective resolve to not only weather the storm but to emerge stronger and more innovative than ever before. This study not only offers invaluable insights for industry leaders and policymakers but also instills a sense of optimism in a world recovering from the profound impacts of a global crisis. It serves as a beacon of hope, illuminating a path forward towards a revitalized and thriving tourism and hospitality landscape.

Published in	European Business & Management (Volume 9, Issue 5)
DOI	10.11648/j.ebm.20230905.12
Page(s)	94-100
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2023. Published by Science Publishing Group

Keywords

Guests Emotions, Tourism Management, Guest Experience, Hotel Management, Online Travel Agents, Revenue Management

References

[1]	António, N. and Rita, P. (2021), “COVID 19: The catalyst for digital transformation in the hospitality industry? COVID 19: O catalisador para a transformação digital no sector hoteleiro?”, Tourism & Management Studies, Vol. 17 No. 2, pp. 41–46.
[2]	Barnes, S. J., Mattsson, J. and Sørensen, F. (2014), “Destination brand experience and visitor behavior: Testing a scale in the tourism context”, Annals of Tourism Research, Elsevier Ltd, Vol. 48, pp. 121–139, doi: 10.1016/j.annals.2014.06.002.
[3]	Campelo, A., Aitken, R., Thyne, M. and Gnoth, J. (2014), “Sense of Place: The Importance for Destination Branding”, Journal of Travel Research, Vol. 53 No. 2, pp. 154–166, doi: 10.1177/0047287513496474.
[4]	Dewandre, N. (2020), “Big Data: From modern fears to enlightened and vigilant embrace of new beginnings”, Big Data and Society, Vol. 7 No. 2, doi: 10.1177/2053951720936708.
[5]	Eva, N., Robin, M., Sendjaya, S., van Dierendonck, D. and Liden, R. C. (2019), “Servant Leadership: A systematic review and call for future research”, Leadership Quarterly, Elsevier, Vol. 30 No. 1, pp. 111–132, doi: 10.1016/j.leaqua.2018.07.004.
[6]	Gössling, S., Scott, D. and Hall, C. M. (2020), “Pandemics, tourism and global change: a rapid assessment of COVID-19”, Journal of Sustainable Tourism, Routledge, Vol. 0 No. 0, pp. 1–20, doi: 10.1080/09669582.2020.1758708.
[7]	Goyal, S., Sergi, B. S. and Esposito, M. (2019), “Literature review of emerging trends and future directions of e-commerce in global business landscape”, World Review of Entrepreneurship, Management and Sustainable Development, Vol. 15 No. 1–2, pp. 226–255, doi: 10.1504/WREMSD.2019.098454.
[8]	He, W., Zhang, Z. (Justin) and Li, W. (2021), “Information technology solutions, challenges, and suggestions for tackling the COVID-19 pandemic”, International Journal of Information Management, Vol. 57 No. June 2020, doi: 10.1016/j.ijinfomgt.2020.102287.
[9]	Hsu, C. H. C., Cai, L. A. and Li, M. (2010), “Expectation, motivation, and attitude: A tourist behavioral model”, Journal of Travel Research, Vol. 49 No. 3, pp. 282–296, doi: 10.1177/0047287509349266.
[10]	Hussein, A. S., Hapsari, R. D. V. and Yulianti, I. (2018), “Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value”, Journal of Quality Assurance in Hospitality and Tourism, Routledge, Vol. 19 No. 4, pp. 442–459, doi: 10.1080/1528008X.2018.1429981.
[11]	Ivanov, S. (2014), Hotel Revenue Management - From Theory to Practice, Vol. 00, Zangador Ltd, Varna.
[12]	Jang, S. and Moutinho, L. (2019), “Do price promotions drive consumer spending on luxury hotel services? The moderating roles of room price and user-generated content”, International Journal of Hospitality Management, Vol. 78, pp. 27–35, doi: 10.1016/j.ijhm.2018.11.010.
[13]	Kamble, S. S., Gunasekaran, A. and Gawankar, S. A. (2018), “Sustainable Industry 4. 0 framework : A systematic literature review identifying the current trends and future perspectives”, Process Safety and Environmental Protection, Institution of Chemical Engineers, Vol. 117, pp. 408–425, doi: 10.1016/j.psep.2018.05.009.
[14]	Kimes, S. E. (2011), “The future of hotel revenue management”, Journal of Revenue and Pricing Management, Palgrave Macmillan, Vol. 10 No. 1, pp. 62–72, doi: 10.1057/rpm.2010.47.
[15]	Költringer, C. and Dickinger, A. (2015), “Analyzing destination branding and image from online sources: A web content mining approach”, Journal of Business Research, Elsevier B. V., Vol. 68 No. 9, pp. 1836–1843, doi: 10.1016/j.jbusres.2015.01.011.
[16]	Lee, N. Y., Noble, S. M. and Zablah, A. R. (2020), “So distant, yet useful: The impact of distal stories on customers’ service expectations”, Journal of Business Research, Elsevier, Vol. 113 No. June 2019, pp. 230–242, doi: 10.1016/j.jbusres.2020.01.044.
[17]	Li, Z., Zhang, S., Liu, X., Kozak, M. and Wen, J. (2020), “Seeing the invisible hand: Underlying effects of COVID-19 on tourists’ behavioral patterns”, Journal of Destination Marketing and Management, Elsevier Ltd, Vol. 18 No. May, p. 100502, doi: 10.1016/j.jdmm.2020.100502.
[18]	Lwin, M., Phau, I., Huang, Y. A. and Lim, A. (2014), “Examining the moderating role of rational-versus emotional-focused websites: The case of boutique hotels”, Journal of Vacation Marketing, Vol. 20 No. 2, pp. 95–109, doi: 10.1177/1356766713502485.
[19]	Mao, Z. E., Yang, Y. and Zhou, J. (2022), “Are GreenLeaders also performance leaders ? An econometric analysis of TripAdvisor hotel certification of GreenLeaders Are GreenLeaders also performance leaders ? An econometric analysis of TripAdvisor hotel certification of GreenLeaders”, Journal of Sustainable Tourism, Routledge, Vol. 0 No. 0, pp. 1–23, doi: 10.1080/09669582.2022.2127740.
[20]	Martín-Gómez, A., Aguayo-González, F. and Luque, A. (2019), “A holonic framework for managing the sustainable supply chain in emerging economies with smart connected metabolism”, Resources, Conservation and Recycling, Elsevier, Vol. 141 No. April 2018, pp. 219–232, doi: 10.1016/j.resconrec.2018.10.035.
[21]	Masiero, L., Yoonjoung Heo, C. and Pan, B. (2015), “Determining guests’ willingness to pay for hotel room attributes with a discrete choice model”, International Journal of Hospitality Management, Elsevier Ltd, Vol. 49, pp. 117–124, doi: 10.1016/j.ijhm.2015.06.001.
[22]	Newlands, G., Lutz, C., Tamò-Larrieux, A., Villaronga, E. F., Harasgama, R. and Scheitlin, G. (2020), “Innovation under pressure: Implications for data privacy during the COVID-19 pandemic”, Big Data and Society, Vol. 7 No. 2, doi: 10.1177/2053951720976680.
[23]	Ning, W. (2017), “Rethinking authenticity in tourism experience”, The Political Nature of Cultural Heritage and Tourism: Critical Essays, Volume Three, Vol. 26 No. 2, pp. 469–490, doi: 10.4324/9781315237749-27.
[24]	P Bastos, B. (2022), “Contribution of hotels’ revenue management for supply chain sustainability”, Journal of Revenue and Pricing Management, Palgrave Macmillan UK, No. 0123456789, pp. 1–12, doi: 10.1057/s41272-022-00380-z.
[25]	Pan, T., Shu, F., Kitterlin-Lynch, M. and Beckman, E. (2021), “Perceptions of cruise travel during the COVID-19 pandemic: Market recovery strategies for cruise businesses in North America”, Tourism Management, Elsevier Ltd, Vol. 85 No. October 2020, p. 104275, doi: 10.1016/j.tourman.2020.104275.
[26]	Portugal, T. de. (2022a), “Dormidas”, Dormidas, available at: https://travelbi.turismodeportugal.pt/alojamento/dormidas/.
[27]	Portugal, T. de. (2022b), “Hóspedes”, Hóspedes, available at: https://travelbi.turismodeportugal.pt/alojamento/hospedes/.
[28]	Portugal, T. de. (2022c), “Receitas do Turismo”, Receitas Do Turismo \| Viagens e Turismo Na Balança de Pagamentos, available at: https://travelbi.turismodeportugal.pt/turismo-em-portugal/receitas-do-turismo/.
[29]	Prentice, C. (2020), “Enhancing the tourist experience with emotional intelligence”, Tourism Review, Vol. 75 No. 5, pp. 733–744, doi: 10.1108/TR-06-2019-0254.
[30]	Riasi, A., Schwartz, Z., Liu, X. and Li, S. (2017), “Revenue Management and Length-of-Stay-Based Room Pricing”, Cornell Hospitality Quarterly, Vol. 58 No. 4, pp. 393–399, doi: 10.1177/1938965517704372.
[31]	Robinson, R. N. S. and Clifford, C. (2012), “Authenticity and festival foodservice experiences”, Annals of Tourism Research, Elsevier Ltd, Vol. 39 No. 2, pp. 571–600, doi: 10.1016/j.annals.2011.06.007.
[32]	Su, L., Lian, Q. and Huang, Y. (2020), “How do tourists’ attribution of destination social responsibility motives impact trust and intention to visit? The moderating role of destination reputation”, Tourism Management, Elsevier, Vol. 77 No. October 2019, p. 103970, doi: 10.1016/j.tourman.2019.103970.
[33]	Tsai, C. T. S. and Wang, Y. C. (2017), “Experiential value in branding food tourism”, Journal of Destination Marketing and Management, Elsevier, Vol. 6 No. 1, pp. 56–65, doi: 10.1016/j.jdmm.2016.02.003.
[34]	Tung, V. W. S. and Ritchie, J. R. B. (2011), “Exploring the essence of memorable tourism experiences”, Annals of Tourism Research, Pergamon, Vol. 38 No. 4, pp. 1367–1386, doi: 10.1016/j.annals.2011.03.009.
[35]	UNWTO. (2021), “UNWTO World Tourism Barometer”, World Tourism Barometer, UNWTO, Vol. 19 No. 2, pp. 1–32, doi: 10.18111/wtobarometereng.
[36]	Wen, J., Aston, J., Liu, X. and Ying, T. (2020), “Effects of misleading media coverage on public health crisis: a case of the 2019 novel coronavirus outbreak in China”, Anatolia, Routledge, Vol. 31 No. 2, pp. 331–336, doi: 10.1080/13032917.2020.1730621.
[37]	Ye, F., Lu, M. and Li, Y. (2017), “Optimal overbooking decision for a ‘Hotel + OTA’ dual-channel supply chain”, INTERNATIONAL TRANSACTIONS INOPERATIONAL RESEARCH, Vol. 00, pp. 1–26, doi: 10.1111/itor.12486.
[38]	Yeoman, I. S. and McMahon-Beattie, U. (2017), “The turning points of revenue management: a brief history of future evolution”, Journal of Tourism Futures, Vol. 3 No. 1, pp. 66–72, doi: 10.1108/JTF-11-2016-0040.
[39]	Zhang, S., Chen, N. and Hsu, C. H. C. (2021), “Facial expressions versus words: Unlocking complex emotional responses of residents toward tourists”, Tourism Management, Elsevier Ltd, Vol. 83 No. September 2020, p. 104226, doi: 10.1016/j.tourman.2020.104226.
[40]	Zheng, D., Luo, Q. and Ritchie, B. W. (2021), “Afraid to travel after COVID-19? Self-protection, coping and resilience against pandemic ‘travel fear’”, Tourism Management, Elsevier Ltd, Vol. 83 No. April 2020, p. 104261, doi: 10.1016/j.tourman.2020.104261.

Cite This Article

Plain Text BibTeX RIS

APA Style

Pereira, D. B. B., Pedro, P. B., Pedro, A. J., Jorge, I. R. (2023). Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management. European Business & Management, 9(5), 94-100. https://doi.org/10.11648/j.ebm.20230905.12

Copy | Download

ACS Style

Pereira, D. B. B.; Pedro, P. B.; Pedro, A. J.; Jorge, I. R. Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management. Eur. Bus. Manag. 2023, 9(5), 94-100. doi: 10.11648/j.ebm.20230905.12

Copy | Download

AMA Style

Pereira DBB, Pedro PB, Pedro AJ, Jorge IR. Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management. Eur Bus Manag. 2023;9(5):94-100. doi: 10.11648/j.ebm.20230905.12

Copy | Download

@article{10.11648/j.ebm.20230905.12,
  author = {De Bastos, Bernardo Pereira and Palrão, Beatriz Pedro and Almeida, José Pedro and Isidoro, Ricardo Jorge},
  title = {Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management},
  journal = {European Business & Management},
  volume = {9},
  number = {5},
  pages = {94-100},
  doi = {10.11648/j.ebm.20230905.12},
  url = {https://doi.org/10.11648/j.ebm.20230905.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ebm.20230905.12},
  abstract = {The study delves into the profound ramifications of COVID-19 on the tourism and hospitality sector, centering its attention on the intricate facets of guest behavior and emotions. Through a meticulous direct approach, we unearthed that the pandemic instigated an unparalleled wave of fear and apprehension among individuals. Yet, intriguingly, our findings illuminate that these emotions were transient, giving way to an astonishing resurgence in 2022, which not only surpassed the preceding year but also eclipsed the benchmarks set in the pre-pandemic zenith of 2019. What sets this research apart is the resounding validation it received from a diverse spectrum of stakeholders, including both discerning guests and seasoned industry professionals. Their unanimous endorsement stands as a testament to the industry's resilience and adaptability in the face of adversity. It speaks volumes about the collective resolve to not only weather the storm but to emerge stronger and more innovative than ever before. This study not only offers invaluable insights for industry leaders and policymakers but also instills a sense of optimism in a world recovering from the profound impacts of a global crisis. It serves as a beacon of hope, illuminating a path forward towards a revitalized and thriving tourism and hospitality landscape.},
 year = {2023}
}

Copy | Download

TY  - JOUR
T1  - Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management
AU  - De Bastos, Bernardo Pereira
AU  - Palrão, Beatriz Pedro
AU  - Almeida, José Pedro
AU  - Isidoro, Ricardo Jorge
Y1  - 2023/09/27
PY  - 2023
N1  - https://doi.org/10.11648/j.ebm.20230905.12
DO  - 10.11648/j.ebm.20230905.12
T2  - European Business & Management
JF  - European Business & Management
JO  - European Business & Management
SP  - 94
EP  - 100
PB  - Science Publishing Group
SN  - 2575-5811
UR  - https://doi.org/10.11648/j.ebm.20230905.12
AB  - The study delves into the profound ramifications of COVID-19 on the tourism and hospitality sector, centering its attention on the intricate facets of guest behavior and emotions. Through a meticulous direct approach, we unearthed that the pandemic instigated an unparalleled wave of fear and apprehension among individuals. Yet, intriguingly, our findings illuminate that these emotions were transient, giving way to an astonishing resurgence in 2022, which not only surpassed the preceding year but also eclipsed the benchmarks set in the pre-pandemic zenith of 2019. What sets this research apart is the resounding validation it received from a diverse spectrum of stakeholders, including both discerning guests and seasoned industry professionals. Their unanimous endorsement stands as a testament to the industry's resilience and adaptability in the face of adversity. It speaks volumes about the collective resolve to not only weather the storm but to emerge stronger and more innovative than ever before. This study not only offers invaluable insights for industry leaders and policymakers but also instills a sense of optimism in a world recovering from the profound impacts of a global crisis. It serves as a beacon of hope, illuminating a path forward towards a revitalized and thriving tourism and hospitality landscape.
VL  - 9
IS  - 5
ER  -

Copy | Download

Author Information

De Bastos, Bernardo Pereira

Social Sciences and Technologies School, Universidade Europeia, Lisbon, Portugal; XLR8 Revenue Management System, Lisbon, Portugal; A Casa das Casas – Short Term Rentals, Ericeira, Portugal

Contact Email
Palrão, Beatriz Pedro

Social Sciences and Technologies School, Universidade Europeia, Lisbon, Portugal
Almeida, José Pedro

XLR8 Revenue Management System, Lisbon, Portugal
Isidoro, Ricardo Jorge

A Casa das Casas – Short Term Rentals, Ericeira, Portugal

Download PDF

Sections

Plain Text BibTeX RIS

APA Style

Pereira, D. B. B., Pedro, P. B., Pedro, A. J., Jorge, I. R. (2023). Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management. European Business & Management, 9(5), 94-100. https://doi.org/10.11648/j.ebm.20230905.12

Copy | Download

ACS Style

Pereira, D. B. B.; Pedro, P. B.; Pedro, A. J.; Jorge, I. R. Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management. Eur. Bus. Manag. 2023, 9(5), 94-100. doi: 10.11648/j.ebm.20230905.12

Copy | Download

AMA Style

Pereira DBB, Pedro PB, Pedro AJ, Jorge IR. Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management. Eur Bus Manag. 2023;9(5):94-100. doi: 10.11648/j.ebm.20230905.12

Copy | Download

@article{10.11648/j.ebm.20230905.12,
  author = {De Bastos, Bernardo Pereira and Palrão, Beatriz Pedro and Almeida, José Pedro and Isidoro, Ricardo Jorge},
  title = {Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management},
  journal = {European Business & Management},
  volume = {9},
  number = {5},
  pages = {94-100},
  doi = {10.11648/j.ebm.20230905.12},
  url = {https://doi.org/10.11648/j.ebm.20230905.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ebm.20230905.12},
  abstract = {The study delves into the profound ramifications of COVID-19 on the tourism and hospitality sector, centering its attention on the intricate facets of guest behavior and emotions. Through a meticulous direct approach, we unearthed that the pandemic instigated an unparalleled wave of fear and apprehension among individuals. Yet, intriguingly, our findings illuminate that these emotions were transient, giving way to an astonishing resurgence in 2022, which not only surpassed the preceding year but also eclipsed the benchmarks set in the pre-pandemic zenith of 2019. What sets this research apart is the resounding validation it received from a diverse spectrum of stakeholders, including both discerning guests and seasoned industry professionals. Their unanimous endorsement stands as a testament to the industry's resilience and adaptability in the face of adversity. It speaks volumes about the collective resolve to not only weather the storm but to emerge stronger and more innovative than ever before. This study not only offers invaluable insights for industry leaders and policymakers but also instills a sense of optimism in a world recovering from the profound impacts of a global crisis. It serves as a beacon of hope, illuminating a path forward towards a revitalized and thriving tourism and hospitality landscape.},
 year = {2023}
}

Copy | Download

TY  - JOUR
T1  - Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management
AU  - De Bastos, Bernardo Pereira
AU  - Palrão, Beatriz Pedro
AU  - Almeida, José Pedro
AU  - Isidoro, Ricardo Jorge
Y1  - 2023/09/27
PY  - 2023
N1  - https://doi.org/10.11648/j.ebm.20230905.12
DO  - 10.11648/j.ebm.20230905.12
T2  - European Business & Management
JF  - European Business & Management
JO  - European Business & Management
SP  - 94
EP  - 100
PB  - Science Publishing Group
SN  - 2575-5811
UR  - https://doi.org/10.11648/j.ebm.20230905.12
AB  - The study delves into the profound ramifications of COVID-19 on the tourism and hospitality sector, centering its attention on the intricate facets of guest behavior and emotions. Through a meticulous direct approach, we unearthed that the pandemic instigated an unparalleled wave of fear and apprehension among individuals. Yet, intriguingly, our findings illuminate that these emotions were transient, giving way to an astonishing resurgence in 2022, which not only surpassed the preceding year but also eclipsed the benchmarks set in the pre-pandemic zenith of 2019. What sets this research apart is the resounding validation it received from a diverse spectrum of stakeholders, including both discerning guests and seasoned industry professionals. Their unanimous endorsement stands as a testament to the industry's resilience and adaptability in the face of adversity. It speaks volumes about the collective resolve to not only weather the storm but to emerge stronger and more innovative than ever before. This study not only offers invaluable insights for industry leaders and policymakers but also instills a sense of optimism in a world recovering from the profound impacts of a global crisis. It serves as a beacon of hope, illuminating a path forward towards a revitalized and thriving tourism and hospitality landscape.
VL  - 9
IS  - 5
ER  -

Copy | Download