Abstract

The impact of the COVID-19 pandemic on the tourism industry is still being sustained, and the response of the tourism industry is an indispensable element that is increasingly recognized. This response has led to the emergence of literature about the impact of COVID-19 on the stakeholders of the tourism industry, thereby contributing to the industry. Nonetheless, the criteria factors and investigated practices for the implementation of decision-making by stakeholders in the tourism industry have not been fully explored. This study adopts Teorija Rezhenija Izobre-tatelskikh Zadach (TRIZ) principles and Decision-Making Trial and Evaluation Laboratory (DEMATEL) methods to construct a gap model of tourism stakeholders (GMTS) which solves the tourism industry decision-making problem under COVID-19. With a research background in Taiwan’s tourism industry stakeholders made up of 15 expert participants, GMTS identified 11 criteria factors, of which the three most important criteria factors provide decision-making directions. The causal relationship between these criteria factors was examined, and a causal diagram was drawn to clarify the most important criteria factors. This research examined the criteria factor implementation perspective. Travel “bubble zones” that ensure both “safety and quality” were concluded upon under government policies in the countries and regions of the world. Furthermore, the tourism industry is responsible for the overall “planning and management” of the travel “bubble zones”. Therefore, the “quality management” criteria factor provides important key decision-making for tourism stakeholders. The research indicates that it is recommended to attach importance to the “quality management” of the international travel “bubble zone” as the priority decision-making criteria factor under the pandemic. Furthermore, conversion policies and tourism regulations are secondary criteria factors for improvement; when these two criteria factors are immediately improved, other criteria factors will be affected simultaneously and the degree of improvement will be weakened. In addition, GMTS was developed for the tourism industry. The article also provides research literature and practice implications for stakeholders in the tourism industry, thereby providing insight for tourism to obtain a clear understanding of how to prepare for the implementation of sustainable development.

Highlights

  • This study aims to provide gap model of tourism stakeholders (GMTS) in order to address this issue; tourism stakeholders will establish the new GMTS to solve the dilemma under the influence of COVID-19 and provide research literature and practical applications in order to bridge the research gap

  • The expert questionnaire of innovation principles obtained by tourism stakeholders in Teorija Rezhenija Izobretatelskikh Zadach (TRIZ) heuristic reasoning adopted Decision-Making Trial and Evaluation Laboratory (DEMATEL) matrix analysis to obtain the results to construct the GMTS aspect

  • This study is the first to extend TRIZ principles and two DEMATEL methods to construct a GMTS; 15 experts participated in the research, there were 13 experts’ questionnaires, and they examined the decision-making criteria factors implemented by tourism stakeholders to address the issues of the pandemic crisis

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Summary

Introduction

Zurab Pololikashvili, secretary-general of the UNWTO, stated that “Growth in international tourist arrivals and receipts continues to outpace the world economy and both emerging and advanced economies are benefiting from rising tourism income [1]”. In 2019, the total international tourist arrivals worldwide were 1460 million, with total international tourism receipts of USD 1481 billion; Asia and the Pacific had 362 million tourists, with receipts of USD 443 billion [2]. In 2019, in Taiwan, tourist receipts and expenditure totaled. USD 535.44 billion, with a total number of tourists of 28.9 million, including inbound and outbound tourists (international travel); the number of people engaging in Taiwanese domestic travel numbered over 160 million [3]. Taiwan has a population of 23.8 million [4]

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