December 2021
Volume 22, Issue 5
Newsletter of School of Hotel & Tourism Management
The Hong Kong Polytechnic University
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New Tourism, New Directions Explored at IMPACT2021 Conference
Organised by the SHTM and its Hospitality and Tourism Research Centre together with STR and run by a group of talented SHTM undergraduate students from the Special Events Class, the IMPACT2021 Conference took place on 16 December at Hotel ICON in both online and offline forums.

As our resilient global industry re-emerged from the setbacks imposed by COVID-19, the SHTM assembled industry leaders and prominent scholars from Hong Kong and beyond at IMPACT2021 to discuss the latest industry trends and prospects and to propose solutions to problems faced by the entire sector. Themed "New Tourism, New Directions", the conference was a timely opportunity to bring industry executives, government officials and academics together to exchange insights, find new paths and reinvent tourism for a post-pandemic world.

IMPACT2021 was kicked off by Professor Jin-Guang Teng, PolyU President, and Ms Elizabeth Winkle, Chief Strategy Officer of STR, who delivered the opening addresses. Chaired by Professor Kaye Chon, SHTM Dean, Chair Professor and Walter and Wendy Kwok Family Foundation Professor in International Hospitality Management, the Opening General Session that followed was entitled "Tourism and Hospitality Industry Today: Where Do We Go from Here?". Insights were provided by Mr Dane Cheng, Executive Director of the Hong Kong Tourism Board; Mr Steve Hood, Senior Vice President, Research and Founding Director, SHARE Centre of the STR; Ms Liz Ortiguera, Chief Executive Officer of the Pacific Asia Travel Association (PATA); Ms Stephanie Ricca, Editorial Director of Hotel News Now; and Ms Sarah Wang, Regional Director – Greater China of the World Travel and Tourism Council.

The Panel Discussion "Hospitality and Tourism 2030: Opportunities and Challenges", chaired by Professor Dimitrios Buhalis, SHTM Visiting Professor, and Dr Ada Lo, SHTM Associate Professor, featured two sessions. Joining the first session were panellists from the travel industry, including Mr Andrew Jones, Guardian of Sanctuary Resorts and Executive Board Member of PATA; Ms Monica Lee-Muller, Managing Director of the Hong Kong Convention and Exhibition Centre (Management) Ltd.; Ms Mandy Ng, CEO of Hong Kong Express Airways Ltd.; and Ms Gloria Slethaug, CEO of Connexus Travel. The second session featured panellists from the hospitality industry, namely Mr Richard Hatter, General Manager of Hotel ICON and SHTM Adjunct Associate Professor; Mr Tasos Kousloglou, CEO, Hotel Division of the Sun Hung Kai Properties Ltd.; Mr Regan Taikitsadaporn, Chief Human Resources Officer, Asia Pacific of the Marriott International; and Mr Bill Taylor, Regional Vice President and General Manager of the Four Seasons Hotel Hong Kong.

Attention then turned to research nurtured by the SHTM, with two parallel sessions devoted to Impact Presentations by SHTM faculty and Hotel ICON Projects.

Parallel Sessions
Impact Presentation I


Professor Jinsoo Lee, SHTM

SHTM Presenters:

Professor Cathy Hsu, SHTM Chair Professor
Facial Expressions versus Words

Dr Lisa Gao, SHTM Assistant Professor
Effect of Price Change Alert on Perceptions of Hotel Attribute-based Room Pricing versus Traditional Room Pricing

Dr Alice Hon, SHTM Associate Professor
When My Pay Is Lower Than My Expatriate Colleagues' – Where Do Hospitality Managers Go from Here?

Dr Eric Chan, SHTM Associate Professor
Influencing Stakeholders to Reduce Carbon Footprints – Hotel Managers' Perspective

Professor Jinsoo Lee, SHTM Professor
Does Love Become Hate or Forgiveness after a Double Deviation? The Case of Hotel Loyalty Programme Members

Hotel ICON Projects I


Dr Vincent Tung, SHTM Associate Professor


Dr Choongwan Koo, Assistant Professor, Incheon National University and
Professor Jinsoo Lee, SHTM Professor
A Real-Time Monitoring and Diagnostics for Energy Efficiency and Indoor Environmental Quality in Hotel ICON

Dr Daniel Leung, SHTM Assistant Professor
Can Comparative Advertisements Help Increase Direct Bookings? A Case Study on Hotel ICON

Professor Rob Law, UMFD Chair Professor of Smart Tourism, University of Macau, and
Professor Dimitrios Buhalis, SHTM Visiting Professor
Temporal Dynamics of Browsing Behaviour on Hotel ICON's Website

Professor Sam Kim, SHTM Professor
Hotel ICON Staff's Reactions to Newly Adopted Hygienic Practices and New Working Environment Due to the COVID-19 Pandemic

Dr Suna Lee, Assistant Professor, Macao Institute for Tourism Studies, and
Dr Vincent Tung, SHTM Associate Professor
Developing an Environmental Sustainability Performance Measure for Hotel ICON – A Balanced-Scorecard Approach

Impact Presentation II


Professor Sam Kim, SHTM Professor

SHTM Presenters:

Ms Janelle Chan, SHTM Instructor
Updates in Service Standards in Hotels – How COVID-19 Changed Operations

Dr Hyoungeun Moon, SHTM Research Assistant Professor
Self Check–In Kiosk Quality and Airline Non-contact Service Maximisation – How to Win Air Traveller Satisfaction and Loyalty in the Post-pandemic World

Dr Maxime Wang, SHTM Assistant Professor
Tolerating Errors in Hospitality Organisations – Relationships with Learning Behaviour, Error Reporting and Service Recovery Performance

Dr Ada Lo, SHTM Associate Professor
Investigating Hong Kong Residents' Hotel Staycations Experience through the Lens of Relative Deprivation Theory

Professor Sam Kim, SHTM Professor
Preference for Robot Service or Human Service in Hotels – Impacts of the COVID-19 Pandemic

Hotel ICON Projects II


Professor Basak Denizci Guillet, SHTM Professor


Dr Seung Hyun Cha, Associate Professor, Korea Advanced Institute of Science and Technology and
Professor Jinsoo Lee, SHTM Professor
The Effectiveness of Interactive 3D Virtual Environments for Pre-experience of Hotel Rooms

Dr Lisa Gao and Dr YooHee Hwang, SHTM Assistant Professors
The Impact of Handwriting on Hotel Guests' Environmentally Friendly Behaviours

Dr Mimi Li, SHTM Associate Professor
How to Promote a Healthier Dietary Intake for Children – The Application of the Psychology Contagion Effect in Menu Design

Dr Dan Wang, SHTM Associate Professor
The Investigation of Customers' Preferred Communication Media with Hotel ICON

Professor Basak Denizci Guillet, SHTM Professor
How Much is a Room Upgrade Worth? Online versus Offline Upselling in the Hotel Industry

The SHTM is very proud to have organised IMPACT2021, a unique and timely platform for discussing the future of the global hospitality and tourism industry. The School will continue its efforts to support the recovery of the industry and drive its future development.

Next article : Second GBA Smart Tourism Forum Successfully Held at the SHTM
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