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Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management

The study delves into the profound ramifications of COVID-19 on the tourism and hospitality sector, centering its attention on the intricate facets of guest behavior and emotions. Through a meticulous direct approach, we unearthed that the pandemic instigated an unparalleled wave of fear and apprehension among individuals. Yet, intriguingly, our findings illuminate that these emotions were transient, giving way to an astonishing resurgence in 2022, which not only surpassed the preceding year but also eclipsed the benchmarks set in the pre-pandemic zenith of 2019. What sets this research apart is the resounding validation it received from a diverse spectrum of stakeholders, including both discerning guests and seasoned industry professionals. Their unanimous endorsement stands as a testament to the industry's resilience and adaptability in the face of adversity. It speaks volumes about the collective resolve to not only weather the storm but to emerge stronger and more innovative than ever before. This study not only offers invaluable insights for industry leaders and policymakers but also instills a sense of optimism in a world recovering from the profound impacts of a global crisis. It serves as a beacon of hope, illuminating a path forward towards a revitalized and thriving tourism and hospitality landscape.

Guests Emotions, Tourism Management, Guest Experience, Hotel Management, Online Travel Agents, Revenue Management

De Bastos, Bernardo Pereira, Palrão, Beatriz Pedro, Almeida, et al. (2023). Guests’ Behavior and Emotions After COVID: Side-Effects Felt on Hospitality Revenue Management. European Business & Management, 9(5), 94-100.

Copyright © 2023 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License ( which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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