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Awareness of behaviors which cause offence represents a pathway to promoting better civic conduct by tourists. Recent tensions in Hong Kong have highlighted some problematic behaviors of Mainland Chinese tourists. The study was conducted in Macao and systematically compared the perceptions of the levels of annoyance of 40 troublesome behaviors. The list was developed through an intensive emic evaluation procedure. It was demonstrated that there was broad agreement on the most problematic behaviors. Overall, Hong Kong citizens were more troubled by the tourist behaviors than their mainland counterparts. Significant differences emerged for five behaviors, two of whichbumping into others in a crowd and smoking anywhere without considering those around themwere highlighted as key tension points. Specific attention by tourists to key behaviors may reduce friction with other tourists and local citizens.

Highlights Learn from the successful experience of Macao (the world’s most densely populated city) in coping with COVID-19. Investigate government’s measures and their impact on the hospitality industry. Understand the autonomous behaviours of the gaming concessionaires in coping with this unprecedented crisis. Explain the behaviours of the gaming concessionaires using neo-institutional theory.

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