How Do Customers React to Technology in the Hospitality and Tourism Industry?

Growing scientific attention to technology has led to new guidelines for comprehending consumers' experiences with the technology. Understanding the relationship between technology and consumers is crucial for advancing thought as well as practice in this subject. This study aims to look at the origins, significant subjects, scientific advances, and future advancements in customer reactions to technological research. To accomplish this aim, we ran analysis in R with the visualization tools VOSviewer and Biblioshiny in order to conduct a bibliometric study. Employing the Boolean strategy, journal articles were obtained from the Scopus database up to August 17, 2022. This research looked at customer reactions to technology literature from various angles, including citations, journals, keywords, and geographies. Then, bibliographic coupling, co-citation, and co-occurrence analysis were carried out. The analysis showed how customer reactions to technology literature have changed over the past 2 decades. This study provided insight into the role of technology adoption and COVID-19 in customer reactions to technology, and identified potential and constraints in this area. © The Author(s) 2023.

Business model adaptation as a strategic response to crises: navigating the COVID-19 pandemic

Purpose: This study aims to explore how hotels adapt their business models as a strategic response to crisis situations. It sheds light on the processes and methods of business model adaptation during severe crisis situations, such as the COVID-19 outbreak. Design/methodology/approach: A single-case study was conducted. Data were collected from the owner/manager of a boutique hotel chain in Chiang Mai, Thailand through an extensive interviewing process. The authors also examined corporate documents. The authors then re-organized the material as a coherent narrative about how the company navigated the COVID-19 crisis. Findings: The findings show that the hotels in the study adapted their business models by cutting costs through stopping non-essential operations, increasing non-room revenues and adding new revenue channels, bringing in cash from advance bookings, securing financial support from creditors, leveraging government support and training staff for the “new normal.” Originality/value: Few previous studies have focused on business model adaptation during the COVID-19 crisis. The investigation of this largely neglected area provides two main contributions. First, it extends the literature on crisis management in hospitality firms by examining business model adaptation patterns and processes during unprecedented crisis conditions. Second, it provides managerial insights and a business model adjustment framework to help practitioners in urban settings in their efforts toward recovery from the COVID crisis. © 2021, International Tourism Studies Association.