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Dr Tim Gale was quoted recently in the Times article about Travel firms duping buyers with bogus cheap deals.

Dr Tim Gale, was quoted recently in the Times article about Travel firms duping buyers with bogus cheap deals. Holidaymakers were warned to beware of sales tricks. Tim said: “These prompts create a sense of fear, panic and urgency in the buyer. A lot of the language is designed to prey on people’s fears of missing out on a bargain.”

Tim Gales on The Times

Read the article

Artificial Intelligence Enabled Customer Engagement: Using Chatbots (Airfestbot) at Bournemouth Air Festival

Artificial Intelligence Enabled Customer Engagement: Using Chatbots (Airfestbot) at Bournemouth Air Festival

Bournemouth Air Festival – attracts on average 1 million attendees over 3 days and recently awarded as national “Tourism Event of The Year 2015”(Bournemouthair, 2015) by Visit England. These attendees are a mix of residents and tourists who may need information or support during their visit to the airfestival. The airshow is a complex event as it is a large scale outdoor event with a number of components. The scale of the event, set along 3 km of beach creates a challenge to provide information in a timely manner using signs. Also, as an outdoor event, activities are affected by weather, resulting in changes to the schedule or even cancellation of activities. The event organizers have taken advantage of mobile communications and maintain a number of social media channels. This year, the team went further to collaborate with Bournemouth University and Iamcatobot to launch a chatbot, Airfestbot to provide customer support via twitter and facebook messenger.

Messaging platforms such as Facebook Messenger, Telegram, Kik and WeChat have emerged as most frequently used online customer services. As a synchronous form of communication, messaging is increasingly used to obtain advice during an experience. Organizations face issues in managing these communications as it requires dedicated personnel to respond to individual requests, a significant resource commitment. While text based conversational agents or chatbots have a long history, recent advances in Artificial Intelligence (AI) have improved their ability to understand questions and provide appropriate responses.  Chatbots can now to interact with users in a conversational manner using text or audio, supporting customer engagement efforts in the form of individual attention to requests from large numbers of users and encourage interactions between users and organisations. Chatbots have been used for a variety of commercial and non commercial applications. For commercial applications, chatbots have been used to provide customer support, purchases, information and interactive entertainment to users. For non commercial applications, chatbots have been used to support mental health and provide information for social support organizations (McTear, Callejas and Griol 2016). In these applications, chatbots can improve efficiency of frontline staff and user engagement.

For efficiency, chatbots can hold conversations with multiple users over messaging services, websites and social media simultaneously. The cost of operating in this manner will be expensive to do manually, as multiple employees will be required to provide responses. Chatbots can also be used to provide consistent responses to routine requests across online platforms with reduced errors or mistakes. For user engagement, chatbots can provide enhanced service quality such as communication in multiple languages (Kuo, Chen, & Tseng, 2017), provision of contextual information via options such as integrated menus and ability to communicate with differently abled users in a format that would be acceptable to them.

Airfestbot was designed and developed using a collaborative process that integrated the contributions of Bournemouth Council, Bournemouth University and Catobot Company. Dr Nigel Willams led the Bournemouth University research on social media engagement at Bournemouth Air Festival (Williams et al 2017) was used to provide initial information to guide development of Airfestbot. Bournemouth Council’s social media team provided frequently asked questions and resposes that would be used to provide information to users of Airfestbot. Technology for Airfestbot was provided by the Cato Bot Company Limited (CatoBot) ,a technology company founded in the summer of 2016 specialised in the development of cognitive web applications that can read, hear, see and reason. CatoBot’s technological capacity is based on enterprise state-of-the-art machine learning technologies and a diverse team of independent engineers and designers. CatoBot is a young but fast growing technology startup that in its first year has managed to service a wide range of organisations for multinational enterprises, SMEs and public sector organisations aiming to improve operational productivity and public engagement.

The design consisted of a menu system to provide immediate access to relevant information within messenger and a natural language based response system. Airfestbot was then trained by council staff who it could understand a range of natural language queries. The bot was then launched 2 days before the event and managed to converse with several hundred respondents. The team overall were happy with the experiment and Airfestbot will be returning for Bournemouth Air Festival 2018. The team is also in the early stages of developing a Destinationbot that can support visitors all year round.

Williams, N., Inversini; A., Buhalis, D., Ferdinand, N., 2017 Destination eWOM drivers and characteristics, Annals of Tourism Research Vol.64 pp.87–101


New paper Smart hospitality—Interconnectivity and interoperability towards an ecosystem, International Journal of Hospitality Management

Dimitrios Buhalis and Rosanna Leung 2018 Smart hospitality—Interconnectivity and interoperability towards an ecosystem, International Journal of Hospitality Management, Volume 71, April 2018, Pages 41–50


•Smart hotel model enables applications within hospitality ecosystem and sub-ecosystems interconnected and interoperable.
•Integrated platform consolidates and aggregates historical data and external environment context to form hotel big data.
•Simplify and automate hotel daily operations activities, strengthen competitiveness as well as improve revenue performance.
•Public available data should maintain anonymous to eliminate doubts and concerns on data confidentiality.
•Re-engineering the hospitality ecosystem through smartness.


The Internet and cloud computing changed the way business operate. Standardised web-based applications simplify data interchange which allow internal applications and business partners systems to become interconnected and interoperable. This study conceptualises the smart and agile hospitality enterprises of the future, and proposes a smart hospitality ecosystem that adds value to all stakeholders. Internal data from applications among all stakeholders, consolidated with external environment context form the hospitality big data on the cloud that enables members to use business intelligence analysis to generate scenarios that enhance revenue management performance. By connecting to smart tourism network, sensors and content extractors can assist to collect external information, and beacons to deliver context-based promotion messages and add value. The proposed model enables fully integrated applications, using big data to enhance hospitality decision making as well as strengthen competitiveness and improve strategies performance.


  • Smart hospitality;
  • Interconnectivity and interoperability;
  • Hospitality ecosystem;
  • ICT;
  • Big data;
  • Sensor and beacon

CHME 2018 Research Conference @ Bournemouth University 22–25 May 2018 – Call for papers, PhD workshop, Student papers

CHME 2018 Research Conference @ Bournemouth University 22–25 May 2018

Provisional programme

CHME2018 Call for Papers Innovation in hospitality

CHME2018 Undergraduate and Master’s student research conference 

CHME2018 PhD workshop

Research Publication Retreat Meet the Editor and Publish high impact papers

Research publication retreat with Editors in Chief

Deadline for submissions Friday 26 January 2018

BU’s Department of Tourism & Hospitality will be hosting the CHME 2018 Annual Research Conference next May. The conference will be a showcase for research in innovative hospitality. The four thematic streams of the conference will be unchanged, but we are also introducing new streams of ‘research on technology and innovation’ and ‘today’s and tomorrow’s consumers’. The main theme – ‘Innovation in hospitality: connecting all stakeholders to deliver memorable experiences’ – embraces the multifaceted changes driven by dynamic political, economic, social and technological forces surrounding hospitality, which affect both academia and industry.

JOURNALS SUPPORTING Meet the Editor and Publication session

Tourism Review                                                                      Special Issue

Journal of Hospitality and Tourism Technology (JHTT).       Special Issue

Inviting good papers :

International Journal of Contemporary Hospitality Management

Cornell Hospitality Quarterly

Hospitality and Society

Service Industries Journal

Journal of Tourism and Hospitality Research

Journal of Quality Assurance in Hospitality and Tourism


Professor Levent Altinay is Professor of Strategy and Entrepreneurship and Research Area Leader for Oxford School of Hospitality Management UK

Professor Paul Barron Edinburgh Napier University, UK

Professor Cihan Cobanoglu, College of Hospitality and Tourism Leadership (CHTL) University of South Florida Sarasota-Manatee (USFSM), USA

Ufi Ibrahim Chief Executive of the British Hospitality Association, UK

Professor Ulrike Gretzel Annenberg School of Communication, University of Southern California USA

Professor Nigel Hemmington Dean Faculty of Culture and Society & Pro Vice-Chancellor International at Auckland University of Technology New Zealand

Richard Lewis, CEO of Powerhouse Developments Hotels Ltd

Professor Andrew Lockwood is the Forte Professor of Management in the School of Hospitality and Tourism Management, University of Surrey, UK

Dale MacPhee, GM Waldorf Astoria Edinburgh – The Caledonian, General Manager,  Hilton Hotels

Tony Matharu is Managing Director of Grange Hotels, London

Professor Hilary Catherine Murphy Ecole Hoteliere de Lausanne, Switzerland

Professor Fevzi Okumus University of Central Florida’s Rosen College of Hospitality Management, USA

Professor Alexandros Paraskevas Chair in Hospitality Management, London Geller College of Hospitality and Tourism, University of West London, UK

Professor Paul Phillips is Professor of Strategic Management, University of Kent, UK

Professor Hanqin Qiu, School of Hotel & Tourism Management, The Hong Kong Polytechnic University, China

Professor Bruce Tracey Cornell University’s School of Hotel Administration, USA

Kevin Wood is the Head of European Operations for Oceana Hotels, Bournemouth, UK.

We look forward to welcoming you in Bournemouth with a vibrant academic and social programme at an inspiring conference.

Dr Hanaa Osman, CHME 2018 Conference Chair

Professor Dimitrios Buhalis, Host

Bournemouth University Tourism and Hospitality Professional courses 28 Feb – 16 March 2018

Bournemouth University Tourism and Hospitality Professional courses 28 Feb – 16 March 2018

Course details –

Bookings – Professional development courses 


Professional development courses for tourism & hospitality professionals

In the Department of Tourism & Hospitality, we pride ourselves on the cutting edge knowledge and professional excellence we cultivate. The combination of staff expertise and enthusiasm, knowledge excellence and co-creation with industry, generate innovation and best professional practice.

Masterclasses and short courses

We have developed a suite of professional development courses for the tourism and hospitality industry to support managers in their operational and strategic thinking. They will bring you the tools and techniques to help grow your business.

Join us to learn how you can develop your potential and competitiveness through managing your staff, developing your product and service, understanding your customers and using digital marketing. You will also have access to our resources and networks to develop your competitiveness.

The courses are delivered through interactive workshops and networking with leading academics and students and will support managers to develop contemporary knowledge of critical business aspects that influence their profitability and performance.

Office meeting

Half-day short courses

Our short courses run from 28 February to 16 March, and can be booked individually or as a package at a discounted rate.

SMART tourism at Festival of Learning


Our masterclasses will run from 28 February to 2 March, covering the economic benefits of tourism, our industry’s relationship with technology, and disaster management.

New Paper: Martinez-Gonzalez, J., Lopez, E., Buhalis, D., 2017,  The loyalty of young residents in an island destination: An integrated model. Journal of Destination Marketing & Management

New Paper: Martinez-Gonzalez, J., Lopez, E., Buhalis, D., 2017,  The loyalty of young residents in an island destination: An integrated model. Journal of Destination Marketing & Management Vol.6(4), Pages 444-455,51~BBfyw

FREE ACCESS until 26 January 2018


This paper investigates the factors that influence the loyalty of young residents as tourists in their home destination in the context of domestic tourism. The interest in studying the loyalty of this particular population segment stems from their consumption potential, their influence, and for the triple role they can play as tourists in the destination, as residents in the destination and as collaborators with local tourism companies. The setting for this study is one of growing domestic tourism in a destination made up of islands, the Canary Islands (Spain). The importance of this kind of research for island destinations arises from the negative impacts of tourism that island destinations suffer more than others, often with negative repercussions on loyalty. This paper studies the role of tourism companies, the product, the place and the young residents themselves in the formation of loyalty. A sample of 678 young residents from the Canary Islands responded to an ad hoc questionnaire of 22 items. The descriptive analysis highlights that young residents value to varying degrees all the variables included in the model (tourism companies, place, product and tourist variables). The discriminant analysis shows that there are no significant differences in the perceptions of young residents according to gender, island of residence or the number of trips made within the destination, which confirms the generational nature of the study and the possibility of extrapolating the results. Using the causal model proposed, the formation of loyalty among young residents is explained. In this model, the variables related to the company and the product hardly influence loyalty formation among young residents when these variables are integrated into the same model with place variables (identity, attachment and familiarity). These variables initiate the chain of cause and effect that culminates in the formation of satisfaction and loyalty among tourists, relegating company and product variables to the background.

Bournemouth University was one of the partners at the Dusit Gracious Hospitality and Tourism International Conference 2017 at the Dusit Thani College Bangkok Thailand

Bournemouth University was one of the partners at the Dusit Gracious Hospitality and Tourism International Conference 2017 that took place at the Dusit Thani College Bangkok Thailand 29th November to 2nd December 2017  

Professor Dimitrios Buhalis Head of Department of Tourism and Hospitality Bournemouth University was the CoChair of the conference and worked closely with the Chair Dr Sarote Phornprapha President Dusit Thani College for the design and the delivery of the amazing conference programme  and fantastic speakers from around the world

The conference attracted 200 people and provided a forum for discussion on Gracious Hospitality and Tourism. Asian Hospitality and Tourism is often seen as offering superior experiences to visitors and guests.  Within the Thailand and the Dusit Thani Hotels and College context, Gracious Hospitality and Tourism is emblematic of the experience cocreation.  Hospitality infused with authentic Thai values ensures the relentless focus on guest experience as part of Thai heritage.  Kindness, compassion, and care are all in the DNA, and inspire the same distinctive service at each Dusit branded property worldwide. 

Thai hospitality is epitomised by graciousness, offering courteous, kind, and pleasant, courteous, polite, civil, chivalrous, well mannered, mannerly, decorous, tactful, diplomatic; kind, benevolent, considerate, thoughtful, obliging, accommodating, indulgent, magnanimous, friendly, amiable, cordial, hospitable experiences. This is often in contrast to different styles of hospitality and tourism found around the world. 

This conference adopted an inclusive approach and focused on the opportunities and challenges of Gracious Hospitality and Tourism. It analysed a range of hospitality and tourism businesses and organisations and explored dynamic innovations to maintain competitive advantages.  The conference had a strong future focus towards 2030 and aims to become an annual event.

Mark Cribb of Urban Guild is our guest lecturer

Mark Cribb of Urban Guild is our guest lecturer at Bournemouth University Department of Tourism and Hospitality tomorrow Tuesday 5th December 15:00 at the Marconi Lecture Theatre
Mark Cribb, Managing Director of the Urban Guild is a well-known, established and successful entrepreneur.

Alumnus Graham Chambers Chewton Glen’s HR Advisor is recruiting more BA graduates

Graham Chambers works in HR for the five-star Chewton Glen Hotel and Spa.  Having spent his year-long placement at Chewton Glen, the hotel team persuaded him to take up a full-time position while completing his degree part time at Bournemouth. Graham worked as Chewton Glen’s Front of House Manager before moving on to manage the group’s Cliveden House Spa.

He subsequently qualified in HR and returned to become Chewton Glen’s HR Advisor. He said: “Coming to events like this enables you to meet people whose shoes you were in not so long ago. I am passionate about who I work for, so I want to promote the opportunities it can offer to others. At the same time, I can also share my own career story and help people to think about wider roles in the service sector. Hotels such as Chewton Glen have a large team of professional support staff and can, therefore, offer a variety of career routes.”