December 2022
Volume 23, Issue 5
Newsletter of School of Hotel & Tourism Management
The Hong Kong Polytechnic University
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IMPACT2022 Conference Embracing the New Normal
Organised by the School of Hotel and Tourism Management (SHTM) and its Hospitality and Tourism Research Centre together with STR and managed by a group of talented SHTM undergraduate students from the Special Events Class, the IMPACT 2022 Conference was held on 18 November at the SHTM in both online and offline modes.

For nearly three years, the global hospitality and tourism industry has been facing the tremendous challenges brought on by the COVID-19 pandemic. To counter the negative impacts, the industry has embraced the new normal, making considerable efforts to foster new, game-changing ideas on how to conduct business in a landscape altered by COVID-19. IMPACT2022 provided a timely platform to bring industry practitioners, government officials and academics together to discuss global industry trends, explore creative pathways and develop strategic frameworks for sustainable practices and the development of the industry.

IMPACT2022 got underway with opening addresses by Professor Jin-Guang Teng, President of PolyU; Professor Kaye Chon, SHTM Dean, Chair Professor and Walter and Wendy Kwok Family Foundation Professor in International Hospitality Management; and Ms Elizabeth Winkle, Chief Strategy Officer of STR.

The opening session that followed was entitled "Embracing the Changes in Post-Pandemic Era", and was chaired by Professor Cathy Hsu, SHTM Chair Professor, with the participation of Professor Haiyan Song, SHTM Associate Dean, Chair Professor and Mr and Mrs Chan Chak Fu Professor in International Tourism, as Session Commentator. Featured speakers included Dr Jennifer Cronin, former President, Wharf Hotels and Chairman, SHTM Advisory Committee, who spoke on the topic of "Vision for Change"; Mr Steve Hood, Senior Vice President of Research, STR and Director, SHARE Centre, who gave a speech entitled "Hotel Industry in Post-Pandemic Era"; Professor Billy Bai, SHTM Visiting Chair Professor, who shared his views on "Industry Transformation Toward New Normal"; and Mr Dane Cheng, Executive Director of the Hong Kong Tourism Board, who delivered a speech entitled "Together Towards New Horizons".

Attention then turned to research carried out by the SHTM, with Parallel Sessions I and II devoted to "Smart Hospitality and Tourism Technologies" and "Firm Performance and Tourism Development", respectively.

Parallel Session I - Smart Hospitality and Tourism Technologies

Session Moderator
Dr Catherine Cheung, SHTM Associate Dean and Associate Professor

Featured Speakers
Dr Hailey Shin, SHTM Assistant Professor
Redefining Luxury Service with Technology Implementation: The Impact of Technology on Guest Satisfaction and Loyalty in a Luxury Hotel

Dr Faye Hao, SHTM Assistant Professor
Contactless Service in Hospitality: Bridging Customer Equity, Experience, Delight, Satisfaction, and Trust

Dr Abbie-Gayle Johnson, SHTM Assistant Professor
Why Are Smart Destinations Not All Technology-Oriented? Examining the Development of Smart Tourism Initiatives Based on Path Dependence

Dr Catherine Cheung, SHTM Associate Dean and Associate Professor
Are Prior Smart Hotel Visiting Experience and Personal Innovativeness Critical to Future Visit Intention?
Parallel Session II - Firm Performance and Tourism Development

Session Moderator
Dr Qu Xiao, SHTM Associate Professor

Featured Speakers
Dr Michael Lin, SHTM Assistant Professor
Firm Performance During a Crisis: Effects of Adhocracy Culture, Incremental Product Innovation, and Firm Size

Dr Linda Woo, SHTM Assistant Professor
The Asset-Light Business Model and Firm Performance in Complex and Dynamic Environments: The Dynamic Capabilities View

Dr Jinah Park, SHTM Research Assistant Professor
A Model for Cross-Border Tourism Governance in the Greater Bay Area

Dr Qu Xiao, SHTM Associate Professor
What Drives Cross-Border Acquisitions of Hotel Companies Based in an Emerging Economy? A Study on Chinese Hotel Corporations


 
The panel session "Embracing the New Normal", moderated by Dr Pearl Lin, SHTM Associate Professor, and Dr Nicholas Thomas, SHTM Visiting Associate Professor, featured panellists including Mr Martin Donovan, Publisher, MIX; Ms Katy Fok, Director of Human Resources, Regent Hong Kong; Mr Tasos Kousloglou, CEO, Hotel Division, Sun Hung Kai Properties Ltd.; Mr John Lui, Brand and People Director, APAC, Pizza Express; and Ms Winnie Woo, General Manager, The Mariners.

This was followed by parallel sessions III and IV with focuses on the topics of "Consumer Behaviour" and "Organisational Behaviour and Resident Behaviour", respectively.

Parallel Session III - Consumer Behaviour

Session Moderator
Prof. Basak Denizci Guillet, SHTM Professor

Featured Speakers
Dr Neil Li, SHTM Assistant Professor
Is a Picture Worth a Thousand Words? Understanding the Role of Review Photo Sentiment and Text-Photo Sentiment Disparity Using Deep Learning Algorithms

Dr Richard Qiu, SHTM Assistant Professor
The Myth of Contactless Hospitality Service: Customers' Willingness to Pay

Dr Anyu Liu, SHTM Assistant Professor
Social Distancing, Trust and Post-Covid-19 Recovery

Prof. Basak Denizci Guillet, SHTM Professor The Joint Influence of the Timing and Framing of an Online Upselling Message on Consumer Perceptions: The Roles of Construal Level and Reactance




Parallel Session IV - Organisational Behaviour and Resident Behaviour

Session Moderator
Dr Vincent Tung, SHTM Associate Professor

Featured Speakers
Dr Crystal Shi, SHTM Assistant Professor
Beyond the Workday: The Effect of Daily Customer Interpersonal Injustice on Hotel Employee Experiences after Work and the Next Day

Dr Yitong Yu, SHTM Research Assistant Professor
It's Not Just the Victim: Bystanders' Emotional and Behavioural Reactions Towards Abusive Supervision

Dr Maxime Wang, SHTM Assistant Professor
An Implicit Leadership Theory Lens on Leader Humility and Employee Outcomes: Examining Individual and Organisational Contingencies

Dr Vincent Tung, SHTM Associate Professor and Dr Serene Tse, SHTM Alumna
Understanding Residents' Attitudes Towards Tourists: Connecting Stereotypes, Emotions and Behaviours
 
The SHTM is very proud to have organised IMPACT2022, an exceptional platform for discussion of 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 : Explore Postgraduate Study in Hospitality and Tourism Management
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