article · Journal of Retailing and Consumer Services
Understanding traveller booking behaviour after major disruptions is vital for hospitality recovery. An investigation into 1,580 individuals who booked hotels in Egypt evaluates how intra-pandemic perceptions shape future booking decisions among both crisis-resistant and crisis-sensitive travellers. The findings reveal that personal perceptions formed during a crisis exert a stronger influence on post-pandemic booking behaviour among travellers who feel intensely threatened by mortality and are less religious. Furthermore, these crisis-period perceptions show a stronger link to planned future actions among individuals who decided to cancel their hotel reservations. Emergency public information also serves as a crucial factor guiding future booking intentions. These insights provide strategic direction for tourism and hospitality managers seeking to manage response and recovery phases during threatening health crises.
Health emergencies drastically disrupt global travel and hospitality industries. By understanding how psychological factors such as mortality threats, religious beliefs, and emergency communications shape traveller intentions, tourism providers can better anticipate booking cancellations and craft targeted recovery strategies to regain customer trust during and after major crises.
The findings provide applied insights for hospitality and tourism practitioners designing crisis recovery and marketing strategies during and after major disruptions. The work represents applied consumer research based on survey data, positioned at an early strategy-formulation stage. Operators can use the results to tailor crisis communications and booking policies to specific customer segments, particularly crisis-sensitive travellers and those responding to emergency public information.
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This study explores the influence of intra-pandemic perceptions on travellers' post-pandemic hotel booking behaviour among crisis-resistant travellers and crisis-sensitive groups. It also examines the moderating role of mortality threats and religiosity on these behaviours. We collected quantitative data utilising survey method via questionnaires to address various levels of the research. We used PLS-SEM to evaluate our proposed model. We collected data from 1580 who had booked hotels in Egypt. Our study indicated that intra-pandemic perception has a stronger effect on travellers’ post-pandemic hotel booking behaviours if the travellers are less religious and feel deeply threatened by the idea of their own level of mortality. Moreover, it revealed that intra-pandemic perceptions had a stronger association with post-pandemic planned behaviour for travellers who chose to cancel their hotel booking plans. Our study also indicated that emergency public information plays a critical role in influencing post-pandemic planned behaviour. Our study offers effective strategies to aid hospitality and tourism practitioners when risky and threating situations such as COVID-19 arise, specifically in the period of response and recovery.
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DOI: 10.1016/j.jretconser.2022.102964
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