ABSTRACT
In 2020, COVID-19 triggered concern about the safety of public transport. To meet passengers' expectations regarding safety, the public transport department has stepped up its pandemic prevention services. Some prevention services require passengers to follow mandatory requirements. However, whether and to what extent these requirements affect passenger satisfaction with public transportation services remains unclear. This study aims to construct an integrated framework to explore the direct and indirect relationships between four constructs (regular services quality, pandemic prevention service, psychological distance, and safety perception) and passengers' satisfaction in the context of urban rail transit services. Based on survey data collected from 500 passengers on the Shanghai Metro, this paper examines the relationships between routine service, pandemic prevention measures, safety perceptions, and satisfaction with the service. The results from the structural equation model indicate that routine service (0.608), pandemic prevention measures (0.56), and safety perception (0.05) have positive effects on passenger satisfaction. Psychological distance negatively impacts safety perception (-0.949) and has indirect effects on passenger satisfaction. Further, in order to identify the service improvements that public transportation departments should focus on, we use the three-factor theory to identify the services that should be improved: Basic factors, such as "punctual arrival of metros", "treatment of harmful garbage", "increasing frequency of platform disinfection", and "measurement of station temperature" should be treated as the first priority. As the second improvement priority, "the planning of metro stations can accommodate my travel scope" can be considered. Last, public transportation departments can enhance the exciting factor by installing "metro entrance signs" when resources are available.
Subject(s)
COVID-19 , Humans , China , Transportation/methods , Pandemics , PerceptionABSTRACT
Purpose: In the research, posts that tourists accommodated in the hotels during COVID-19 pandemic shared on TripAdvisor website about pandemic measures taken by establishments, have been analyzed within the context of value cocreation and codestruction. In addition, the study also aims to evaluate effects of posts by tourists on scores they give to the hotel, perceiving the hotel as safe, recommending and their intention to revisits. Design/methodology/approach: In total, 1,119 reviews over TripAdvisor about 109 hotel establishments, which have safe hotel management certificate in Alanya, were examined, and they were coded in SPSS program with binary coding for positive and negative situations separately. For the analysis of associations between reviews about pandemic measures and the scores that tourists give to the hotel and their behavioral intentions, multiple linear regression analyses with dummy variables and Chi-square tests were utilized. Findings: The study revealed that perceptions of tourists about pandemic measures have a significant effect on the scores they give to hotels, and this effect is asymmetrical in positive and negative situations. Negative perceptions cause much greater impact in terms of value codestruction than positive ones within the context of hotel evaluation and value cocreation. It has been observed that behavioral intentions of the tourist are formed and differentiated according to the characteristics of reviews. Research limitations/implications: Apart from contributions to the theory and managerial implications, this study has some limitations. The biggest limitation of the research is that both value cocreation and codestruction are evaluated from the perspective of tourists. On the other hand, touristic service producers and suppliers are the one of the most important components in value cocreation and codestruction. Therefore, it is important to examine the value cocreation and codestruction initiatives of touristic service producers and suppliers in future research studies in order to offer a holistic perspective to the pandemic process. In this context, it is important to examine the pandemic measures implemented by food beverages, tour operators, travel agencies, car rentals, entertainment business and so on in future research. In addition, responsibilities of employees and customers, which are important components in the management of the pandemic process, should be evaluated in future research studies. Practical implications: In the research, it has been established that tourists perform value cocreation and codestruction through their posts. In tourism establishments, formation of attitudes and behaviors of tourists for value creation on social communicational networks is possible through detection, amelioration and/or removal of factors causing value codestruction. Therefore, it is obvious that if hotel establishments concentrate on initiations about pandemic measures and compliance to measures, value cocreation attitudes and behaviors of tourists on social communicational networks will thus improve. Value cocreation attitudes and behaviors of tourists on social communicational networks are likely to have a function as an important strategical tool for supporting competitiveness and survival of the accommodation establishments. Originality/value: The number of studies analyzing how value cocreation and codestruction occur on social communicational networks and the effects of these processes upon behavioral intentions of tourists is limited. With this aspect, this study is considered to fill this gap in tourism literature. © 2021, Emerald Publishing Limited.
ABSTRACT
Purpose>In the research, posts that tourists accommodated in the hotels during COVID-19 pandemic shared on TripAdvisor website about pandemic measures taken by establishments, have been analyzed within the context of value cocreation and codestruction. In addition, the study also aims to evaluate effects of posts by tourists on scores they give to the hotel, perceiving the hotel as safe, recommending and their intention to revisits.Design/methodology/approach>In total, 1,119 reviews over TripAdvisor about 109 hotel establishments, which have safe hotel management certificate in Alanya, were examined, and they were coded in SPSS program with binary coding for positive and negative situations separately. For the analysis of associations between reviews about pandemic measures and the scores that tourists give to the hotel and their behavioral intentions, multiple linear regression analyses with dummy variables and Chi-square tests were utilized.Findings>The study revealed that perceptions of tourists about pandemic measures have a significant effect on the scores they give to hotels, and this effect is asymmetrical in positive and negative situations. Negative perceptions cause much greater impact in terms of value codestruction than positive ones within the context of hotel evaluation and value cocreation. It has been observed that behavioral intentions of the tourist are formed and differentiated according to the characteristics of reviews.Research limitations/implications>Apart from contributions to the theory and managerial implications, this study has some limitations. The biggest limitation of the research is that both value cocreation and codestruction are evaluated from the perspective of tourists. On the other hand, touristic service producers and suppliers are the one of the most important components in value cocreation and codestruction. Therefore, it is important to examine the value cocreation and codestruction initiatives of touristic service producers and suppliers in future research studies in order to offer a holistic perspective to the pandemic process. In this context, it is important to examine the pandemic measures implemented by food beverages, tour operators, travel agencies, car rentals, entertainment business and so on in future research. In addition, responsibilities of employees and customers, which are important components in the management of the pandemic process, should be evaluated in future research studies.Practical implications>In the research, it has been established that tourists perform value cocreation and codestruction through their posts. In tourism establishments, formation of attitudes and behaviors of tourists for value creation on social communicational networks is possible through detection, amelioration and/or removal of factors causing value codestruction. Therefore, it is obvious that if hotel establishments concentrate on initiations about pandemic measures and compliance to measures, value cocreation attitudes and behaviors of tourists on social communicational networks will thus improve. Value cocreation attitudes and behaviors of tourists on social communicational networks are likely to have a function as an important strategical tool for supporting competitiveness and survival of the accommodation establishments.Originality/value>The number of studies analyzing how value cocreation and codestruction occur on social communicational networks and the effects of these processes upon behavioral intentions of tourists is limited. With this aspect, this study is considered to fill this gap in tourism literature.
ABSTRACT
This study aims to examine whether and how COVID-19 has changed the effects of consumer evaluations of hotel attributes on customer satisfaction. We extracted positive and negative evaluations of hotel attributes from online reviews both pre- and post-COVID-19 and examined their effects on customer satisfaction. Using a sample of 1,947,391 reviews of 35,022 Chinese hotels collected from ctrip.com, we conducted a fine-grained sentiment analysis based on sentiment triples to identify important positive and negative evaluations of hotel attributes. Subsequently, we applied regression analyses to examine how these evaluations of hotel attributes influenced customer satisfaction. The results revealed that positive and negative evaluations of hotel attributes had differentiated effects on customer satisfaction. We classified these attributes into basic, excitement, and performance attributes, from which management implications can be derived.