Day 3: 7 July

Find out what is happening on day 3 of the Surrey 2023 Conference.

Friday 7 July

The programme can be viewed below.

Agenda day 3: technology


8am – 5pm


8:30am – 9am

Mindfulness Meditation OR Campus Wellbeing Walk

9:30am – 10:15am

Keynote speech: Toju Duke, Responsible AI Programme Manager at Google 

Moderator: Dr Erin Ling 

    10:15am – 11am

    Panel discussion: Ethics and Morality of Technology

    • Professor Iis Tussyadiah, University of Surrey (Chair)
    • Professor Kathleen Richardson, De Montfort University 
    • Dr Ansgar Koene, EY (Ernst & Young)
    • Dr Naeema Pasha, Consultant
    • Dr Mike Katell, The Alan Turing Institute
    11am – 1pmMorning poster presentation

    11am – 11:30am

    Networking break

    Sponsored by the Savoy Educational Trust

    11:30am – 1pm

    Parallel session 5

    Panel Discussion (parallel) Digital Capacities Gap

    Chair: Sylvia Ganbert

    • Richard Harrison – Managing Director of No Ordinary Hospitality Management
    • Robin Vermeire – Global head of HR  for Mandarin Oriental
    • Gareth Winterton – CEO of Hospitality digital services
    • Peter Jones – Savoy Educational Trust
    11:30am - 2:30pm

    SURREY2023 Ministerial Roundtable Discussion (hybrid: Zoom and 32MS01)

    1pm – 2pm

    Networking lunch

    1pm – 2pmTourism Management Editorial Board meeting (Editorial Board members only)
    2pm – 4pmAfternoon poster presentation

    2pm – 3:15pm

    Parallel session 6

    3:30pm – 4:30pm

    The Surrey Good Bucket List - Consensus on technology

    • Professor Allan Williams
    • Dr Andrew Rogoyski
    • Dr Brigitte Stangl
    • Professor Caroline Scarles 

    4:30pm – 5pm

    Closing and awards

    • Professor Scott Cohen, Overall Chair, School Director of Research
    • Professor Iis Tussyadiah, Head of School, University of Surrey
    5pm – 6pmDrinks reception sponsored by The Hong Kong Polytechnic University 

    Parallel session 5

    Friday, 7 July, 11:30am - 1pm, 8 parallel sessions.

    Digital Futures 4Human Rights & Major Events 2Human Flourishing 7Digital Futures 5
    Room: AP1; Moderator, Dr Brigitte StanglRoom: 34AP01; Moderator, Dr James KennellRoom: 33MS01; Moderator, Dr Sumeetra RamkrishnanRoom: 34MS01; Moderator, Dr Erin Ling

    How virtual assistants and immersive technologies affect the customer experience in hotel choice: integrating neurophysiological and explicit measures

    Enrique Bigne and Luisa Andreu

    The state of event-tourism research through the lens of the UN sustainable development goals

    Shinyong Jung, Jason Draper, Kristin Malek, Thomas Padron and Eric Olson

    Transformation for talent? Talent management as future task for destination management organisations shaping regional working and living spaces

    Markus Pillmayer and Alicia Storch

    A looker or A buyer?Consumer purchasing behaviour of travel product in livestreaming shopping

    Chun Liu, Qi Zhao and Hong Zhen

    Crisis, resilience, and digital innovation in Community Tourism.  Evidence from favela tourism operators in Rio de Janeiro

    Fabian Frenzel, Juliana Mainard Sardon, Isabella Rega and Camila Moraes

    What does an individual get from attending an event? The intrinsic value of events at an individual level

    Nanyi Nicole Yu, Judith Mair, Andy Lee and Faith Ong

    Contextualising Sexual Harassment in Hospitality Work: A Nordic Perspective

    Eleonora Rossi, Tara Duncan, Maria Thulemark, Tone Therese Linge, Olga Gjerald, Åse Helene Bakkevig Dagsland, Kai Victor Myrnes-Hansen, Trude Furunes, Magnfríður Júlíusdóttir and Eyrún Jenný Bjarnadóttir

    AI-based services in destination marketing: assessing the end-user’s continuous usage using the S-O-R Framework

    Aurkene Alzua-Sorzaba, Basagaitz Guereño-Omil and Giuseppe Aliperti

    The dark side of digital-free tourism: a mental health perspective

    Wenjie Cai

    How can color imagery affect visitors' emotions in a nostalgic display  space? A Case Study of Wenheyou Superb in Changsha, China

    Shaofeng Wu and Chuming Liu

    Flourishing through hospitality encounters in the Great Outdoors: The female voices

    Maria Gebbels and Jelena Farkić

    Customer experience with smart hotels: a systematic literature review

    Jiaolong Cheng, Hongbo Liu and Iis Tussyadiah

    How do hotel robot aesthetics affect guests' acceptance intentions? A TAM model perspective

    Mostafa Marghany, Nirmeen Elmohandes, Mahmoud Saleh, Mohamed Helal, Nabila Elshawarbi and Khaled Ghazy

    Conceptualising Events as Intangible Cultural Heritage

    Charles Arcodia

    How much does social media inspire African diaspora restauranteurs to stay in Ghana for business?

    Caroline Nik Shoh Chama

    Scripting accountability for responsible behaviour in online marketplaces

    Aurimas Pumputis

    “Dear Mrs. Palace…” The anthropomorphic appeals and parasocial interaction in cultural heritage tourism marketing

    Junyi Wang, Xueting Zhai and Qiuju Luo

    The ethics of artificial intelligence in events

    Judith Mair and Jason Brown

    Why pro-customer does not always do the trick? An investigation of pro-customer deviance

    Jiajing Hu, Hongxia Lin and Xiuli Ma


    Parallel session 5: 11:30am - 1pm - continued 

    Competitiveness 6Business & Policy 5Competitiveness & Business 1
    Room: 66MS03; Moderator, Dr Gang LiRoom: 23AP02; Moderator, Prof Nigel MorganRoom: 80MS02; Moderator, Dr Nadine Itani

    An analysis of regional economic vulnerability through the lens of tourism dependence: The case of Spain

    Bienvenido Ortega, Fernando Almeida, Manuel Alector Ribeiro and Jesús Sanjuán

    Consumer responses to cause-related campaigns: the interaction between cause scope and resource scarcity reminders

    Tian Ye and Anna Mattila

    Hainan sport tourism development: a perspective from industry

    Erwei Dong, Xinyi Shen, Zhaoxin Dong, Ning Zhao and Yining Wei

    Changes in tourist types over time - a fuzzy clustering approach

    Elisabeth Bartl, Maximilian Weigert, Jürgen Schmude and Marion Karl

    How Measuring Coastal Tourism Destination Image? Development and Validation of a Universal Multidimensional Scale

    Melise De Lima Pereira, Francisco Antonio Dos Anjos, Sara Joana Gadotti dos Anjos, Edar Da Silva Añaña and Christian Weismayer

    Turning the Heavily Polluted Suzhou River into A Hotspot for Tourists in Shanghai: Case Study on Management of Environmental Externalities in THE Operations

    Xiangchong Pan and Wei Zhong

    The Risk of Policy Success to Destination Competitiveness

    Dr Marie-Louise Mangion

    The (in)ability of sustainable tourism indicator schemes to facilitate policy and sustainability change

    Gloria Crabolu

    Country image, travel motivation and travel intention post-pandemic: differences between first-time and repeat visitors in bi-lateral tourism

    Andrea Saayman

    Experiencing conflict during holiday: A social exchange perspective

    Ying Wang and Anna Kwek

    Evaluating the impact of short-let accommodation regulation on the London housing market

    Jihwan Yeon and Yoo Ri Kim

    The relationship between Tourism Governance and Competitiveness of the Destinations: The Structural Model Validation in Brazil

    Melise De Lima Pereira, Thayele Oliveira, Francisco Antonio dos Anjos and Thays Domareski Ruiz

    Hotel rooms with breakfast included or without? The role of salience

    Oriol Anguera-Torrell and Juan Luis Nicolau

    The economic impact of second home tourists: An empirical analysis for the case of Punta del Este – Uruguay

    Maria José Alonsoperez Chiossi, Gabriel Brida, Fernando Brito and Leonardo Moreno

    Digital integration within national tourism policy: The case for Malaysia

    Husna Zainal Abidin and Marini Othman

    Parallel session 6

    Friday 7 July, 2pm - 3:30pm, 7 parallel sessions.

    Digital Futures 6Digital Futures 7Human Flourishing 8Competitiveness 7
    Room: AP1; Moderator, Prof Caroline ScarlesRoom: 33MS01; Moderator, Dr Brigitte StanglRoom: 34MS01; Moderator, Dr Tracy XuRoom: 66MS03; Moderator, Dr Marion Karl

    Tourists’ emotional reactions to service robots in a role-playing experiment

    Yingying Du, Iis Tussyadiah and Ye Chen

    Social media empowerment on tourism participation of destination residents: case study of a Tibetan emerging tourism village

    Chuanlong Wu and Qiuju Luo

    How do young service leaders work to prevent sexual harassment in the workplace?

    Olga Gjerald and Julie Micaelsen

    Examining the Regenerative Tourism Practices through a Community Play Project in Southern Ontario, Canada

    Karla Boluk, Peggy Vacalopoulos and Mahshad Akhoundoghli

    Playing from the Edge: Music festivals and broadcasting practices in the West Cork region of Ireland

    Enya Moore and Brian Vaughan

    A Performative Account of Technosocially Mediated Agencies Accountability: What are the implications for Tourism?

    Mahshad Akhoundoghli and Karla Boluk

    VFR Tourism Mobilities as a Politics of Sympathy

    Michael Humbracht, Anna De Jong, Scott Cohen and Allan Williams

    Color and Naturalness: How and Why Color Saturation Can Shape Tourists’ Perception of Naturalness and Their Travel Intention

    Ke Zhang, Yuansi Hou and Gang Li

    Value Co-creation in Online Social Shopping Travel Platforms

    Xiaoyi Xu, Lorna Wang and Bora Kim

    Human-environment interaction and imagination in the combination of virtual and physical tourism space A case study of the Shenzhen Digital Exhibition of the Forbidden City

    Chunhui Zheng, Yunbo Wen and Yi Wang

    Hot or cold? How and when hospitality leaders react to customer mistreatment

    Pei Liu, Xin Li and Xiaowei Lu

    Could Noise Become Beneficial? The Impact of Ambient Noise on Enhancing Virtual Museum Experience amid COVID-19 Pandemic

    Yuansi Hou, Jason Li Chen, Zhenni Wu, Gang Li and Caroline Scarles

    Putting AI in the Group: Designing Human-AI Teams that Work

    Iis Tussyadiah, Bernadett Koles, Aarni Tuomi, Moritz Jörling and Hisashi Masuda

    I love Travelling-in-Metaverse – Exploring the Characteristics of Destination Attachment in Metaverse

    Dr Vikas Arya, Bouchra Oukhayi and Dr Dahlia El-Manstrly

    The Influence of Self-Congruity on Tourist Happiness: Mediating Role of Positive Emotions and Meaning

    Fatima Zehra Yilmaz, Dr Ibrahim Abosag and Prof Sameer Hosany

    Has COVID-19 changed tourists’ behaviour? A critical evaluation of published studies

    Haiyan Song

    Online Travel Agencies in the U.S. hotel sector: An empirical investigation of their financial contribution

    Peter O'Connor

    Recusing imperfect service robots: Effects of service robots’ personalized features on consumers’ continuance intention

    Mengying Zhang and Hongbo Liu

    Examining the role of career anxiety on the cultivation of future talents

    Danni Wang and Dr Catherine Cheung


    Parallel session 6: 2pm - 3:30pm - continued 

    Competitiveness & Business Policy 2Human Rights & Major Events 3Business & Policy 6
    Room: 39MS02; Moderator, Dr Frankie O’ConnellRoom: 23AP02; Moderator, Dr James KennellRoom: 80MS02; Moderator, Dr Yanning Li

    Tourism for the Common Good – a theoretical debate

    Anke Winchenbach and Markus Pillmayer

    A Carnival of Fest: the -isation of society in an era of deglobalisation

    Jonathan Skinner

    Tourism Transitions in Peripheral Regions

    Anna Kralj and Brent Moyle

    Do customer feedbacks affect the innovative behaviour of hotel staff?

    Weizheng Zhang and Bowen Yi

    Memorable major sporting event experiences in a resource-scarce context: The case of Cameroon and the Africa Cup of Nations

    Siyabulela Nyikana and Tembi Tichaawa

    Green Marketing on Social Media: How Attribute-Based vs Benefit-Based Framings Impact Young Consumers' Perceived Value of Eco-Friendly Restaurants

    Chompoonut Suttikun, Patcharaporn Mahasuweerachai and William Hamilton Bicksler

    The relationship between Tourism Governance and Competitiveness of the Destinations: The Structural Model Validation in Brazil

    Melise De Lima Pereira, Thayele Oliveira, Francisco Antonio dos Anjos and Thays Domareski Ruiz

    Narrow body long haul aircraft; an interim solution or a permanent one?

    Pavlos Arvanitis and Alberto Amore

    Hotel Service: the road along the SDGs

    Kyriaki Glyptou and Nikolaos Pappas

    Competitiveness of Medical Tourism Sustainable Supply Chain

    Dorsa Nouri Khajavi, Azizolah Jafari and Zahra Nadalipour


    The value of making your neighbour angry: Evidence from a destination branding campaign

    Xiang Lin, Eva Hagsten and Martin Falk



    Regenerative Tourism in a Post-Industrial Scotland: Policy and Research

    Sandro Carnicelli and Gayle McPherson

    Morning poster presentation

    Early morning to before lunch.

    TitleAuthorsManuscript ID
    Developing 360-degree stimuli for tourism VR research: a six-step procedureMinh Nhan, Biqiang Liu, Anna Kralj, Brent Moyle7583
    Restaurants: to appear or not to appear in TV competition showsOriol Anguera-Torrell, Josep Maria Raya and Giovanni Giusti7584
    The perception of Corporate Social Responsibility (CSR) by Tourism Higher Education students in a pandemic eraMaria del Pilar Leal Londono7619
    Is my city a competitive tourism destination? A residents’ perspective assessmentRui Augusto da Costa and Adriana Fumi Chim-Miki8011
    Tourism and SDG 5: reflections on the nexus between gender and disability in the hospitality industryNgoni Courage Shereni8020
    Structural impact of reciprocal relations on international tourist flows in East Asia and Pacific: a complex network perspectiveChen Zhang and Bing Zuo8458
    PhD Student wellbeing and resilience in a post-pandemic eraGabby Walters, Pierre Benckendorff and Antje Martins8085
    Whose sustainable events: reflections on Milano Cortina 2026 from the perspective of neighbourhoods and communitiesAlberto Amore and Valeria Pecorelli8180
    Antecedents for pro-environmental behaviour spillover: promoting the potential use of chatbot for nudgingGilang Maulana Majid, Iis Tussyadiah and Yoo Ri Kim8328
    The user experience and interaction in the tourism signage as key factors in the Smart DestinationsAinhoa Carballido-Risco and Daniel Imbert-Bouchard9011

    Afternoon poster presentation

    After lunch before consensus session.

    TitleAuthorsManuscript ID
    Exploring the antecedents and consequences of team customer-oriented perspective takingYun Dong and Alice Hon9108
    Sustainable aviation in the Caribbean: an assessment and future research directionDennis Mc Call Jr, Stephen Ison and Lucy Budd9120
    Adopting a gender-aware discourse to study social entrepreneurship in tourism: does it really empower women?Suchi Smita Mahato, Dani Blasco and Lluis Prats9541
    The rise of destination stewardshipJonathon Day9550
    Your view of working with 'Internet of Things' technologiesVirginia Emmanouil, Tracy Xu and Mark Ashton9580
    Tourism perceived image of linear cultural heritage – a case study on the Beijing-Hangzhou Grand Canal in ChinaYifan Huang and Li Tao9581
    Finding a tourism vocation through public policies: the development of tourism in Itajaí, a Brazilian coastal city, from 2000 to 2020Guilherme O. M. S. Flores, Francisco A. Anjos, Ricardo S. Vieira and Luiz C. S. Flores9642
    Tourism places going green: analysis of low-emission zones in Spanish urban destinationsAitziber Pousa-Unanue, Francisco Femenia-Serra, Miren Aurkene Alzua-Sorzabal and Carlos Romero-Dexeus9875

    SURREY2023 Ministerial Roundtable Discussion 

    The ministerial roundtable discussion will provide an opportunity for governments to share their perspectives, experiences, and best practices on how to promote inclusivity, resilience, and sustainability in the tourism industry. It will also serve as a platform for countries to showcase the innovative programs and initiatives they have implemented to address these issues. This is a unique opportunity to learn from one another and gather inspiration for new ideas and solutions to improve the global tourism industry.

    Register to attend online here: SURREY2023 Ministerial Roundtable


    Agenda (time in BST)

    11:30. Setting the Context: Grand Challenges. Iis Tussyadiah, University of Surrey

    11:45. Key Learnings from the Travel & Tourism Development Index (TTDI). Maksim Soshkin, World Economic Forum (WEF)

    12:00. Introduction to Workstreams:

    • Supporting people: flourishing talent and labour market
    • Supporting the environment: climate actions and Net Zero target
    • Supporting digital transformation: digital readiness and dexterity


    • Eduardo Santander, European Travel Commission 
    • Susanne Kraus-Winkler, State Secretary for Tourism, Federal Ministry of Labour and Economy, Austria
    • Ms Salinah Salleh, Acting Director of Tourism Development, Ministry of Primary Resources and Tourism, Brunei Darussalam
    • Nia Niscaya, Deputy Minister for Strategic Policy, Ministry of Tourism & Creative Economy, Indonesia
    • Liisa Kokkarinen, Head of Sustainable Development, Visit Finland

    13:00. Workstream channels open for discussion in online chat, in-person participants break for lunch. 

    14:00. The Surrey Good Bucket List: Global Agenda for Resilient Travel & Tourism. Professor Graham Miller, University of Surrey

    14:30. Closing