The effect of COVID-19 on tourists’ intention to resume hotel consumption: The role of resilience

This work was supported by the Ministerio de Educacion, Cultura y Deporte (Grant FPU 15/07264) and the Ministerio de Ciencia e Innovacion from Spain (PID2019-110941RB-I00). Funding for open access charge: Universidad de Granada / CBUA.This study aims to better understand how one particular personal capacity—psychological resilience—may help consumers adapt to the ‘new normal’ provoked by the COVID-19 pandemic in the hotel context, which is characterized by high uncertainty. We conducted a quantitative empirical study among consumers of hotel services, which showed that their psychological resilience has a negative effect on their perceived health risk and emotional risk. This negative effect on risk helps increase tourist intention to return to consuming hotel services despite the on-going pandemic. The findings are of value to the literature and the professional sector alike, as they demonstrate both relationships jointly for the first time. The work can help hotel firms to design more effective strategies for approaching customers in the ‘new normal’.Ministerio de Educacion, Cultura y Deporte FPU 15/07264Spanish Government PID2019-110941RB-I00Universidad de Granada / CBU