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Proceedings
Sustainable Tourism Practices
Tatjana Thimm, Lazgisphere and Tourism in the Thirdspace - Immaterial World Heritage in Uzbekistan - Opportunities for Diversification
This paper explores the relationship between Lazgi dance and tourism in Uzbekistan through the lens of Soja's Thirdspace concept. Lazgi, recognized as UNESCO immaterial world heritage, is deeply rooted in Uzbek nationality and identity. The paper discusses how Lazgi has become a significant element of domestic tourism, particularly during Lazgi Festivals, and an attraction for international visitors following the opening up of Uzbekistan for tourism. By applying the concept of Thirdspace, the paper analyzes the interplay between Lazgi and tourism, aiming to contribute to the existing research gap in this area. Expert interviews are used to examine the connection between Lazgi and tourism, highlighting its role in reinforcing national identity and presenting opportunities for diversifying Uzbekistan's tourism sector. This study sheds light on the potential for leveraging Lazgi to further develop and diversify the tourism industry in Uzbekistan.
Keywords: Lazgi, Dance, Uzbekistan, Thirdspace, Autoethnography, Edward Soja
Jasna Capo, Detrimental Effects of overtourism in a Small Mediterranean Town
The paper discusses the case of mass tourism in the small island town of Hvar, Croatia, with a focus on its detrimental impacts. It highlights the shift from an elite destination to one catering to mass tourism, particularly party and nautical visitors. The adverse effects of overtourism in Hvar include irregular construction, loss of public space and community identity, ecological harm, strains on local infrastructure, and rising real estate prices. The study employs ethnographic research methods, emphasizing the perspectives of ordinary citizens while considering the influence of established socio-political structures. It sheds light on factors exacerbating overtourism, such as local demographics, economic dependency on tourism, and political issues. The paper emphasizes the need for sustainable management and reinvention of the destination, drawing parallels to similar experiences in other Mediterranean destinations. Ultimately, it explores the challenges faced by local authorities in curbing the negative effects of mass tourism and proposes the need for sustainable tourism development and management.
Keywords: Mass tourism, overtourism, impacts of tourism, managing tourism
Tariq Ahmed, & Waheed Akhtar, Responsible Leadership and Sustainable Outcomes: A MultiStudy Perspective in Hospitality Sector
The study investigates the impact of individual ambidexterity on the relationship between responsible leadership (RL) and sustainable outcomes in service sector organizations. Data from 492 employees were analyzed, revealing that individual ambidexterity acts as a mediator between RL and sustainable economic, social, and financial performance. Furthermore, the study shows that a knowledge-sharing culture enhances the positive association between RL and individual ambidexterity. It also amplifies the mediation relationship. The findings suggest that individual ambidexterity plays a crucial role in how RL influences sustainable performance outcomes in the hospitality sector. This research extends our understanding of RL and its impact, offering insights into the mechanisms through which it affects sustainable economic, social, and financial performance in organizations.
Keywords: Responsible leadership, knowledge sharing culture, sustainable economic performance, hospitality sector
Yulan Fan, & Ipkin Anthony Wong, Understanding Destination Avoidance
The paper examines why people avoid traveling to specific destinations, focusing beyond COVID-related concerns, which have been widely discussed in the literature. The study uses semi-structured interviews to develop a conceptual framework and identifies seven dimensions of why people reject traveling to certain places. These dimensions include poor tourism product, image, and safety, lack of authenticity and novelty, high cost, poor accessibility, poor host community, and adverse situations. The research sheds light on factors contributing to destination avoidance and provides insights for destination operators to address these issues effectively. This study adds to the existing literature by offering new perspectives on travel avoidance and provides valuable information for stakeholders in the tourism industry.
Keywords: Avoidance, destination, tourist behavior, conceptual framework, qualitative approach
Linlin Zhang, & Deepak Chhabra, Rethinking Alienation and Authenticity in Contemporary Tourism Mobility: through the Lens of Digital Nomad Phenomenon
The study explores the role of alienation in contemporary tourism, focusing on long-term mobility and the integration of work and leisure in the lives of digital nomads. While conventional models explain travel motivation as a temporary escape from routine life to seek authenticity elsewhere, the study argues that these models may not fully capture the motivation dynamics of digital nomads. It highlights the growing trend of seeking a blend between work and travel in alternative forms of tourism, such as digital nomadism. The paper proposes a conceptual model to delve deeper into the roles of alienation and authenticity in motivating digital nomad travel, offering implications for destination marketing and academic research. The study emphasizes the need for novel insights regarding the formation and sustenance of these forms of travel and their impact on the motivation of digital nomads.
Keywords: alienation, digital nomad, mobility, authenticity
Mah Jabeen, Marta Soligo, & Amanda Elliott, Outdoor recreation in Southern Nevada: Tourism diversification and sustainable development
The research focuses on the role of outdoor recreation in diversifying Southern Nevada's tourism economy and enhancing economic development. The study involved in-depth interviews with outdoor recreation experts and identified three main findings. Firstly, outdoor recreation tourism has substantial economic contributions to Southern Nevada, especially in terms of small business development. Secondly, the research explored the benefits for the local community, including well-being, cultural exchange, social cohesion, diversity, and inclusion within outdoor recreation. Thirdly, the study addressed the delicate balance between tourism and the environment, examining sustainable impacts and practices of outdoor recreation, including the relationship between environmental preservation and increased tourist activities. The research also highlighted the efforts to divert tourists to various recreational spots for outdoor activities and promote responsible behaviors to minimize adverse effects on natural resources.
Keywords: outdoor recreation, Sustainability, Southern Nevada, diversification of tourism
Navigating the Future with AI in Guest Experience Management
Fatemeh Khozaei, Qamar Ul Islam, Nor Aini Salleh, Nizar Al-Abed, & Abbas Mahmoud Hassan, Understanding tourist hotel room design preferences using AI Image generators
This research demonstrates using Remodeled AI, an interior design image generation software, to understand hotel guests' aesthetic preferences for hotel room interiors. The Remix AI model is trained on a dataset of existing hotel room designs labeled with various interior design styles (e.g. modern, rustic, minimalist). An online survey presents hotel guests with computer-generated room images in different styles produced by Remix AI and asks them to rate the appeal of each design. By analyzing patterns in participants’ ratings, the study reveals guests’ visual preferences among design styles for hotel rooms. Moreover, feedback from the survey is used to fine-tune Remix AI’s output to create customized interiors tailored to guests’ priorities. This interactive process exemplifies how AI generative software can be leveraged to efficiently crowdsource design insights from hotel guests. The findings provide data-driven guidance for hotels on optimizing room interiors for guest satisfaction. This demonstrates the value of AI image generation in understanding and implementing preferred designs based on users’ aesthetic judgments.
Keywords: ai image generator, hotel room, design, preferences
Vibha K V, Empowering Guest: Evaluating the Dynamics of Value Co-creation in Hospitality and Tourism
The paper investigates the transformative shift in the hospitality and tourism industry driven by value co-creation to meet evolving visitor demands for personalized experiences. It explores the dynamics and complexities of empowering visitors as active contributors to their travel experiences. The industry has shifted to a cooperative approach, involving customers and service providers in joint value creation. The study identifies influences on co-creation, such as technological advancements, cultural nuances, and marketing strategies. It emphasizes the need to understand these dynamics for organizations to remain competitive. The research aims to fill a gap in understanding practical techniques for empowering customers in the co-creation process and analyzing the impact on happiness, loyalty, and travel quality. The paper provides insights into the evolving landscape and urges a shift towards a more guest-centric approach in the industry. The methodology includes a Likert scale and statistical tools to measure perceived value, satisfaction, and engagement. The study aims to inspire positive change in the industry strategy.
Keywords: Value co-creation, Guest engagement, Marketing strategies
Jalal Zeaiter, & Najla Al Sheidi, Consumer Behaviour: A Case study of Crowne Plaza Qurum Hotel, Oman
The paper discusses how Oman, like other Arab states in the Persian Gulf, has transitioned from an oil-based to a service-based economy. It focuses on the Crowne Plaza Qurum Hotel in Oman, which has integrated modern business management concepts to compete in the international market. The study conducted qualitative research, collecting data through interviews with 10 guests of the hotel. Thematic analysis was used to analyze the data, revealing the significance of guest loyalty for the hotel's revenue and the emphasis placed on maintaining it. The findings also highlighted the importance of post-purchase customer attitude in building a long-lasting brand image and loyalty. Overall, the paper emphasizes the shift towards service-based economies in the region and the specific strategies employed by Crowne Plaza Qurum Hotel to enhance its service provision and maintain customer loyalty.
Keywords: Customer Behaviour, Customer Attitude, Customer Intention, Customer Loyalty
Farah Zahidi, Bincy Kaluvilla, & Tausif Mulla, Embracing the New Era: Artificial Intelligence and Its Multifaceted Impact on the Hospitality Industry
The paper discusses the challenges and opportunities associated with the integration of Artificial Intelligence (AI) in the hospitality industry. It explores the potential for AI to redefine customer interactions, service delivery, and economic growth while acknowledging impediments such as technological constraints, cultural resistance, and ethical dilemmas. The study utilizes Total Interpretive Structural Modeling (TISM) and MICMAC analysis to analyze the factors influencing AI adoption, offering strategic recommendations for industry stakeholders. It emphasizes the importance of balancing AI with human elements, investing in employee training, transparent data practices, and an ethical AI framework. The paper concludes that AI has the potential to drive innovation and personalized service in the hospitality sector but requires careful planning and consideration of its multi-layered impact for successful integration, while maintaining the enduring value of human connection.
Keywords: AI Adoption, Customer Service Personalization, Total Interpretive Structural Modeling (TISM), Ethical AI Framework, Technological Innovation in Hospitality
Vyomiini B H, & Usha Dinakaran, Elevating Experiences: A Conceptual Study on Technology Trends Reshaping Tourism and Hospitality Innovation
This study aims to bring awareness to the intricate interplay between emerging technologies and the dynamic tourist and hospitality sectors, particularly focusing on blockchain, virtual reality (VR), and artificial intelligence (AI). By investigating theoretical underpinnings, it discerns how these technologies reshape consumer experiences. Analyzing technology integration in the hotel industry, including chatbots and smart room features, it emphasizes enhancing visitor experiences through seamless digital and physical touchpoints. Additionally, it examines the implications of these advancements on employment dynamics and underscores the significance of sustainable innovation. The research underscores a holistic perspective on technological convergence, projecting their continued impact on shaping the future of travel and hospitality experiences.
Keywords: Guest Satisfaction, Artificial Intelligence, Virtual Reality, Hospitality, Consumer Experiences
Baolin Deng, & Ipkin Wong, Effective Tourism Journey Design through the Metaverse Platform: A Conceptual Framework and Research Agenda
This paper focuses on the design of metaverse tourism platforms and their impact on tourist engagement. The authors address the lack of practical industry observations in the existing conceptual-dominated literature. They make three main contributions to tourism journey design through the metaverse platform and industry practices. Firstly, they propose a definition of tourism journey design in the metaverse and provide a typology of design elements for the metaverse platform. Secondly, they clarify a 2×2 metaverse platform taxonomy and suggest aligning destination brand-owned touchpoints and tourist-owned touchpoints. Thirdly, they develop an integrative framework for metaverse platform performance using insights from academic literature and industry practices. The paper also outlines future research directions for empirically testing the research propositions, particularly focusing on investigating metaverse platform design elements using various approaches.
Keywords: Metaverse, Design Thinking in Tourism, Tourism Experience Journey, Destination Brand-owned Touchpoints, Tourist-owned Touchpoints
Integrated Resorts’ Strategies
Sandy Hou In Sio, & Carlos Noronha, The “New Normal” of SDG and CSR in Macau’s Integrated Resort Industry: Perspective from Pre-COVID and Post-COVID Sustainability Reporting
The study focuses on the impact of the COVID-19 pandemic on the corporate social responsibility (CSR) and sustainable development goals (SDG) landscape in the integrated resort industry. The research includes a cross-country analysis of CSR reporting behavior in China, Australia, and the United States. Qualitative and qualitative content analyses of sustainability reports were conducted to examine the paradigm shift in CSR and SDG orientation, stakeholder prioritization, and sustainable development solutions in response to the pandemic. The findings indicate an increase in CSR and SDG disclosure by the integrated resort companies during and after the pandemic-related recessions, supporting the institutional theory of driving engagement in CSR and SDG at the "new normal" period for the integrated resort industry.
Keywords: Sustainable Development Goals (SDG), Corporate social responsibility (CSR), Sustainability, Integrated resorts
Tanuj Arneja, & Frederic Bouchon, Gaming as a Destination Diversification Strategy. Opportunities and Challenges of Offshore Gaming Development in Dubai
This paper explores the role of gaming as a tourism and leisure diversification strategy in the global landscape, with a specific focus on the United Arab Emirates (UAE). The paper discusses the emergence of gaming in destinations, including integrated resorts and online gaming, and the legal, socio-cultural, and economic challenges associated with their establishment and management. It also delves into the delicate balance between Islamic values and Western-style entertainment in the UAE. The study utilizes a qualitative approach, combining data from various sources and interviews, to provide insights into offshore gaming in the UAE and its development in the Indian Ocean and the Arabo-Persian Gulf. The findings shed light on the offshore gaming situation in the UAE and its alignment with the new legal framework, as well as the potential impact of integrated resorts on destination supply. The paper emphasizes the need for further research in this area and discusses socio-cultural strategies in the conclusion.
Keywords: Gaming Law, Offshore gaming, Dubai, Gaming Tourism
Ioanna Karanikola, & Hassan Al Sayegh, What are the Perceptions of the Hospitality Industry Managers on Emiratization Policy and National’s Competencies?
The study aimed to explore hospitality industry managers' perceptions of Emiratization policy and National competencies in the United Arab Emirates. Emiratization, implemented to address high unemployment rates and the dominance of expatriates in the labor market, seeks to increase the share of Nationals in the private sector. The research used a qualitative approach, conducting online interviews with 20 general managers and directors from five-star properties in Dubai. Findings highlighted challenges in attracting Nationals to the hospitality industry, such as their preference for high compensation and non-operational roles. The study revealed that flexible quotas and talent management strategies, such as graduate programs and training, are used to attract local talents. Furthermore, cultural factors and negative stereotypes were identified as barriers to Nationals pursuing careers in the industry. The paper emphasizes the need for effective Emiratization and local talent management to address unemployment. It also suggests expanding the research to include other hospitality businesses and Emirates in the UAE for a comprehensive understanding. The findings hold implications for the Ministry of Human Resources and Emiratization, Ministry of Education, and hospitality businesses to attract and manage local talents effectively.
Keywords: talent Management, Emiratization, Hospitality Industry, Localization, Human resources management
Glenn McCartney, & Sanjay Nadkarni, Introducing commercial gaming in the UAE – mapping for a tourism diversification and development agenda
This paper draws on previous research on gaming in integrated resort (IR) complexes to provide considerations for the UAE as it explores the potential economic and social benefits of introducing recreational gaming activities. The authors highlight the importance of integrating casino resorts within the UAE's diverse cultural backdrop to advance tourism, considering the country's existing destination image and promotion. The paper emphasizes the need for a robust roadmap for the introduction of IRs in the UAE, incorporating lessons from over two decades of commercial gaming and IR expansion in Asia. By leveraging IRs, the authors suggest that tourism development can advance across non-gaming sectors in the UAE. The paper ultimately serves as a guide for the UAE to navigate the introduction of IR complexes, aiming to harness the benefits while avoiding potential pitfalls in the process.
Keywords: integrated resort (IR), tourism development roadmap, non-gaming expansion, Dutch disease
Julie Jackson, & Annette Welcamp, The Strategic Integration of Culture and Cultural Infrastructure as Anchors in the Development of Tourism Infrastructure Projects within the MENA.
This study explores the role of culture and cultural infrastructure in the development of tourism projects in the MENA region. It emphasizes the significance of incorporating cultural elements in shaping the identity, attractiveness, and sustainability of large-scale tourism initiatives. The research examines how cultural heritage serves as a fundamental anchor for specific projects, contributing to the preservation of historical narratives and traditions. It also highlights the importance of cultural infrastructure, such as museums and heritage centers, in providing immersive and educational experiences for visitors. The study acknowledges the multifaceted economic contributions of cultural tourism, including stimulating creative industries and generating employment opportunities. Additionally, it addresses the challenges and opportunities associated with integrating culture into tourism infrastructure projects, emphasizing the need for community engagement, sustainable development, and the preservation of cultural authenticity. Overall, the research aims to provide valuable insights for policymakers, industry stakeholders, and researchers involved in tourism development in the region.
Keywords: culture, tourism infrastructure, heritage, cultural anchors, cultural authenticity
Francis Saliba, Positive Integrative Leadership in Hospitality: Exploring the Correlation Between Developmental Psychology and Positive Leadership Practices
The paper conducts a literature analysis on the correlation between developmental psychology, specifically Claire Graves' Spiral Dynamics Model, and positive leadership practices from Kim Cameron’s model of positive relational energy networks. It focuses on how leaders at higher levels of cognitive and emotional development manifest their leadership strategies, emphasizing the adoption of holacracy and other positive leadership attributes. The research explains the fundamental stages of human development outlined in the Spiral Dynamics Model, capturing a dynamic framework of human value structures. Leaders operating at the Integral Stage are shown to adopt positive leadership practices, contributing to higher happiness and well-being levels in their teams and organizations. The paper provides insights into the alignment between the values and perspectives associated with each stage and the corresponding leadership practices. It contributes by highlighting the theme of Integration from a positive leadership and integral perspectival stage, reflecting the emerging integrated objective features in the hospitality industry.
Keywords: Developmental Psychology, Positive Leadership, Hospitality
Innovation for Social Change
Marian Ando, Emotion Recognition in Virtual Interviews: Bridging Technology and Psychology
The study explores the transformation of candidate assessment with the rise of virtual interviews, focusing on the balance between technology precision and ethical considerations in emotion recognition. It evaluates the accuracy of current emotion-recognition tools and considers ethical concerns such as privacy, consent, and bias. The research extends beyond interviews to refine remote communication platforms and adapt to the professional sphere's virtual interactions. By combining technology and psychology, the study presents a roadmap for ethical integration of technology to foster genuine connections within the digital realm. It unravels the potential for a future driven by technology, yet rooted in ethical principles, where interactions transcend screens to forge authentic connections.
Keywords: Virtual Interviews, Psychology and Technology, Remote Communication, Emotional Cues
Majid Heidari, & Mirfarshad Farshbafiyan Hosseininezhad, Exploring the application of Smart Tourism technologies in Smart Destinations considering the Viable Systems Approach
The paper explores the emerging trend of incorporating smart technology in tourist attractions to customize services and enhance traveler satisfaction. It emphasizes the benefits for tourists, service providers, and destination management organizations. Smart tourism aims to improve destination competitiveness while positively impacting society, the environment, and the economy. The foundational elements of smart tourism are value co-creation and resource sharing, based on Service-Dominant Logic and the Viable Systems Approach. By involving tourists in creating unique experiences, the paper suggests using these approaches to improve visitor satisfaction and loyalty. The study focuses on the Viable Systems Approach's role in evaluating viability and sustainability in smart tourist ecosystems and destination planning. Overall, the paper contributes to understanding the potential of smart technologies in creating and managing smart tourism destinations.
Keywords: Smart tourism, Smart technology, Viable systems approach, Service-dominant logic, Sustainability
Zahed Ghaderi, & Narges Shojaie, The Applications of AI in tourism and hospitality crisis and disaster management
The paper discusses the underexplored potential of artificial intelligence (AI) in tourism crisis management. It highlights the application of AI-based technologies in signal detection, preparation, containment, recovery, learning, and redesign phases of crisis management within tourism organizations. The discussion is based on Mitroff’s crisis management model and the Crisis-Computing model (CCM). The findings suggest that while AI could significantly enhance crisis management practices for large-scale tourism and hospitality organizations, it may present challenges for medium or small-sized firms. The paper concludes by emphasizing the need for further practical research to fully understand the practical implications of AI in tourism crisis and disaster management.
Keywords: Artificial Intelligence, tourism crisis and disaster management, crisis-computing model (CCM)
Sarah Belanger, Scolah Kazi, & Carlien Netiv, Integration of AI in Wine Education
The paper discusses the integration of artificial intelligence (AI) into wine education to address evolving consumer patterns influenced by various factors. The study employs a mixed-method approach, including a survey of wine enthusiasts and interviews with professionals, to gauge perspectives and preferences regarding AI in wine education. The research emphasizes AI's potential in personalizing learning paths, recommending relevant content, and enhancing educational outcomes. The findings highlight that leveraging AI in wine education can help adapt strategies to align with changing dynamics in the wine tourism landscape, ensuring resilience and relevance in the face of diverse global challenges and consumer preferences. The paper underscores the importance of understanding and harnessing the potential of AI to meet the evolving needs of the wine industry and consumers.
Keywords: Artificial Intelligence (AI), Wine Education, Wine Tourism, Immersive Technologies
Steven Burns, Using a brand-hierarchy theory framework for analysis of destination marketing in England
The paper argues that destination marketing for National Tourism Organizations (NTOs) is more complex than marketing consumer goods or services due to political influence. It reviews the politics of destination marketing in England under a socialist government and finds a brand hierarchy with designations like attack brands, star brands, and slipstream brands. This hierarchy benefits popular places, but may create winners and losers among destinations. The paper suggests further research to investigate this phenomenon in detail. Overall, it highlights the multidimensional nature of destination marketing and the impact of political decisions on brand choices and promotion levels, with implications for both domestic and international tourism markets in England.
Keywords: National Tourism Organization, destination marketing, brand hierarchy, attack brands
Marwa Alderaawi, & Ana Stranjancevic, Breaking Barriers: Exploring Strategies to Aid Empowering Women in Leadership Positions in Dubai's Hospitality Industry
The study investigates gender disparities in leadership roles within Dubai's hospitality industry, emphasizing barriers hindering women's advancement and strategies for empowerment. Utilizing qualitative methods, including semi-structured interviews with women in managerial positions and industry experts, findings reveal societal expectations, cultural norms, and historical biases as major obstacles. Despite government initiatives, challenges persist due to cultural and organizational dynamics. Practical implications include insights for promoting gender equality, aiming to foster a more inclusive leadership landscape. Through understanding and addressing these challenges, the study aims to contribute to enhanced diversity and performance within Dubai's hospitality sector.
