Xiang Keheng, Huang Wei-Jue, Gao Fan, Lai Qin
School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong.
Business School, Zhejiang University City College, No. 51 Huzhou Street, Hangzhou, People's Republic of China.
Ann Tour Res. 2022 Mar;93:103376. doi: 10.1016/j.annals.2022.103376. Epub 2022 Feb 18.
As COVID-19 prevention efforts have become normalized, conflicts between guests and hotel staff, who must adhere to government protocols, can have a serious impact on host-guest interactions. Drawing on interaction ritual chain theory, this research explores the ritualized mechanism of host-guest interactions during the pandemic from the perspectives of staff and guests. By combining video ethnography and interviews, this study identifies the ritual ingredients, processes, outcomes, and collective symbols of COVID-19 prevention measures. Based on the attitudes and performance paths of staff and guests, the interaction chain may become longer or shorter, and result in guests becoming "insiders" or "outsiders" and leaving the interaction space. An integrated model of host-guest interactions based on interaction ritual theory is proposed.
随着新冠疫情防控措施常态化，必须遵守政府规定的酒店工作人员与客人之间的冲突，可能会对主客互动产生严重影响。本研究借鉴互动仪式链理论，从员工和客人的角度探讨疫情期间主客互动的仪式化机制。通过结合视频民族志和访谈，本研究确定了新冠疫情防控措施的仪式要素、过程、结果和集体象征。基于员工和客人的态度及表现路径，互动链可能变长或变短，导致客人成为“圈内人”或“圈外人”，并离开互动空间。提出了基于互动仪式理论的主客互动综合模型。
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