Breaking the curse: extracting strategic directions for hotel industry in Wuhan from TripAdvisor quantitative rating

The coronavirus pandemic had a tremendous impact on the hotel industry worldwide. The present study highlights strategic directions for quality improvements and customer satisfaction enhancement in Wuhan hotels by applying Multiple Criteria Satisfaction Analysis to online user-generated satisfaction ratings. In total, 21.247 guest satisfaction ratings on four aspects of hotel stay (location, cleanliness, value for money and service) as well as on overall satisfaction for the 406 hotels listed for Wuhan on TripAdvisor were retrieved. The analysis revealed that convenient location is the most important satisfaction criterion for hotel guests' satisfaction and that hotels perform well regarding this criterion. Also, cleanliness, value for moneyand service can be potential threats for customer satisfaction. [ FROM AUTHOR] Copyright of Anatolia: An International Journal of Tourism & Hospitality Research is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)

What Changes in Restaurant Satisfaction during Covid-19? An Overview Based on Online Reviews

Lately, online users have become avid content creators and consumers of brands and firms through reviews. These serve as sources to peers and reflect reviewers' satisfaction levels with different elements of the experiences. Thus, online reviews are considered reliable sources of information to understand customers' perceptions. Using hybrid methodologies and text-mining techniques is recommended to obtain useful knowledge based on user-generated data. This study intended to understand customers' perceptions of restaurant service and unveil any change that might occur driven by the COVID-19 pandemic. Therefore data was collected on TripAdvisor for two different periods - before and after the pandemic, using the top restaurants of two island tourism destinations. An upturn in customer satisfaction during Covid-19 and changes in attribute weight in the overall evaluation was observed. Therefore, the attribute "service" acquires even more special relevance. This methodology is considered adequate to meet the objectives defined, allowing to obtain relevant conclusions;it might also be applied to other phenomena and sectors.

TripAdvisor Restaurant Customer Reviews Analysis in Bangkok, Thailand

There are currently a plethora of customer reviews online through websites such as TripAdvisor that can be utilized to satisfy customer needs. This study examined TripAdvisor restaurant reviews in Bangkok during 2007-2021 using the VADER model. Customer reviews were classified into three categories: positive, neutral, and negative. A total of 5,728 restaurants and 105,205 reviews were found from TripAdvisor during the study period. In 2019, it obtained the most reviews with 17,969 while 2016 recorded the most negative reviews. Meanwhile, the COVID19 pandemic has caused a significant decline in the number of reviews. The findings showed that both quantitative and qualitative dimensions of consumer feedbacks on restaurants could be used to improve the restaurant business and adapt to changes in customer preferences. © 2023 IEEE.

Has COVID-19 influenced the perceived quality of service of hotels?

Purpose: The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic. Design/methodology/approach: The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 2020 and the authors performed a content analysis of the reviews. Findings: Guests perceived the quality of their stay to be worse during 2020, especially regarding food and beverage and staff behavior. The only service quality dimension that showed an improvement was related to open-air hotel installations. Research limitations/implications: The authors only analyzed reviews in one language. The authors were not able to determine if the lower ratings in 2020 were due to the way in which they perceived the quality of service or to the fact that the quality of service was objectively worse. Originality/value: This paper contributes to theory development in the field of hospitality management by providing new insights into how external events can influence hotel services and guests' perceptions. This research shows how a health crisis that is external to the tourism industry has caused an impact on hotel staff management and on how hotel staff behavior is perceived. However, it is also possible that regardless of anything managers do, the rating that a guest awards a hotel will be lower than it would have been before the pandemic. © 2022, Emerald Publishing Limited.

Has COVID-19 influenced the perceived quality of service of hotels?

Purpose: The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic. Design/methodology/approach: The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 2020 and the authors performed a content analysis of the reviews. Findings: Guests perceived the quality of their stay to be worse during 2020, especially regarding food and beverage and staff behavior. The only service quality dimension that showed an improvement was related to open-air hotel installations. Research limitations/implications: The authors only analyzed reviews in one language. The authors were not able to determine if the lower ratings in 2020 were due to the way in which they perceived the quality of service or to the fact that the quality of service was objectively worse. Originality/value: This paper contributes to theory development in the field of hospitality management by providing new insights into how external events can influence hotel services and guests' perceptions. This research shows how a health crisis that is external to the tourism industry has caused an impact on hotel staff management and on how hotel staff behavior is perceived. However, it is also possible that regardless of anything managers do, the rating that a guest awards a hotel will be lower than it would have been before the pandemic. © 2022, Emerald Publishing Limited.

Crisis-Resistant Tourists – A Study of Hotel Online Reviews in the Times of Covid-19

Introduction. Tourists traveling in the times of crisis have a higher tolerance for risk and can be called ‘crisis-resistant'. The fact that they are ready to travel even if it is burdened with additional stress and obstacles makes them a valuable market segment for hoteliers, which is worth striving for particularly in the current pandemic situation. The research aims at better understanding of contemporary ‘crisis-resistant' tourists through in-depth analysis of electronic Word of Mouth (eWOM).Material and methods. A web scrapping method was applied to acquire eWOM content posted by tourists traveling in the times of Covid-19. A total of 1239 reviews from 455 hotels were analyzed. Six hypotheses were tested with the use of T Test and Chi Square test.Results. The type of travel and the month of travel did not influence the frequency of coronavirus mentions. Similarly, reviews relating to COVID-19 did not vary in score nor in frequency of managerial replies. However, mention of coronavirus influenced the length of the review and its helpfulness.Conclusions. Crisis-resistant tourists treat issues related to the pandemic (including some in-hotel regulations and restrictions) as any other aspects of the hotel performance and accept them. Interestingly, those aspects do not negatively influence the total evaluation of the hotel, which may suggest that such tourists have already adapted to all the pandemic-induced burdens. At the same time, hotel managers fail to respond timely and adequately to negative comments, which seems to be of the key importance in such a situation.

Measuring sustainable tourism with online platform data.

Sustainability in tourism is a topic of global relevance, finding multiple mentions in the United Nations Sustainable Development Goals. The complex task of balancing tourism's economic, environmental, and social effects requires detailed and up-to-date data. This paper investigates whether online platform data can be employed as an alternative data source in sustainable tourism statistics. Using a web-scraped dataset from a large online tourism platform, a sustainability label for accommodations can be predicted reasonably well with machine learning techniques. The algorithmic prediction of accommodations' sustainability using online data can provide a cost-effective and accurate measure that allows to track developments of tourism sustainability across the globe with high spatial and temporal granularity. Supplementary Information: The online version contains supplementary material available at 10.1140/epjds/s13688-022-00354-6.

Evaluation of Precautionary Measures Taken for COVID-19 in the Hospitality Industry During Pandemic

The precautionary measures taken against COVID-19 in hotel businesses are important in terms of providing the perception of safe tourism to tourists during the pandemic. Thus, this study aims to determine the dimensional structure of the precautionary measures taken against the pandemic in hotel businesses, and to understand if these measures contribute to tourists’ satisfaction and their dissatisfaction. In this context, through content analysis 1418 online reviews were examined on TripAdvisor between June and August 2020. Ten main categories and twenty eight subcategories were determined as a result of the analysis. While the safety perceptions of tourists regarding the measures taken were high in Disinfection and Hygiene, Temperature Measurement, it was observed that it was low in Social Distance and Mask Usage. The study offers clear theoretical and managerial implications for tourism literature and hotelier.

Digital Transformation in Travel Agencies—The Opinion of Portuguese Travelers

Online Travel Agencies (OTA) have been much sought after by tourists over the past few years as an agile way to plan their trips. With the pandemic, and given the insecurity felt by tourists, the use of OTAS's was, in many cases, replaced by direct reserves. However, and taking this factor into account, OTAS’s, such as Booking.com, Expedia.com and Tripadvisor.com, continue to be significant, and with a tendency to increase, in the hotel sector. This demand is since tourists are progressively entering a digital age that allows them quick access to the decisive information in their choice. The Digital Transformation (DT) of society has contributed to traditional agencies having less demand than OTAs. In this article, descriptive quantitative methodology of exploratory character based on the records of Booking.com, Expedia.com and Tripadvisor.com, an analysis of the online criticisms regarding issues related to the degree of satisfaction of the Portuguese in travels and stays made at the year 2020/2021. © 2022, The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.

Gastronomy Tourism and Well-Being: Evidence from Taiwan and Catalonia Michelin-Starred Restaurants.

In the tourism and hospitality industry, ensuring the well-being of visitors is essential to achieving a competitive tourist destination. This objective is even more pressing in the gastronomy sector. Surprisingly, the scientific literature on this topic is scarce and relies on questionnaire surveys and interviews as a data source. After scrutinizing the 13 articles on gastronomy tourism and well-being indexed in the Web of Science or in Scopus, this study proposes two new lines of research interrelated by the concept of gastronomic image. These exploit the content shared online by consumers in order to assess subjective well-being derived from quality gastronomic experiences. The first is a framework for the customer-perceived image based on Grönroos's service quality model, and the second is a conceptual model based on Morris's semiotics to measure gastronomic image. Through mixed methodologies, i.e., qualitative in the first research line and quantitative in the second, the study applies the theoretical framework to Michelin-starred restaurants in two tourist regions with similar features but with different gastronomic cultures-Taiwan (Asia) and Catalonia (Europe)-using as a data source all the online travel reviews (OTRs) written in English about these restaurants shared on the TripAdvisor portal. Comparing the three categories of restaurants in both regions, the results show branding and marketing problems and significant differences in the popularity of restaurants and the satisfaction and well-being of diners. There is a positive relationship between the category of restaurants according to the number of Michelin stars and their popularity according to the number of OTRs, as well as with the satisfaction and well-being of diners, except for a 3-star restaurant that is the worst-rated. These outcomes from the demand side can be useful to stakeholders to design or improve gastronomic products and services.

Changing tourists’ preferences in the hotel industry amid COVID-19 pandemic

Purpose: The paper aims to find the preferences of different tourist type. Since, COVID-19 pandemic has brought the international hospitality industry to a standstill, there are some early signs of recovery. For this industry’s long-term recovery, the tourists’ changing preferences need to be analyzed. Moreover, with different types of tourists, a more nuanced and in-depth study is required to analyze the preferences of each tourist type. Design/methodology/approach: The research focuses on the changing preferences of the tourist by comparatively analyzing the pre-COVID-19 and current COVID-19 phase. The study extracted online data from TripAdvisor and identified themes by applying Latent Dirichlet Allocation (LDA). Findings: The study’s findings confirmed the change in preferences of the different types of tourists during the COVID-19 pandemic by performing thematic analysis. New themes emerged in the pandemic phase, providing more insights into tourists’ changing preferences in the current COVID-19 phase. The study also found that specific dominant themes in the pre-COVID-19 phase were replaced by new themes in the current COVID-19 phase. Originality/value: To the best of the authors’ knowledge, this study is the first to compare the pre-COVID-19 and current COVID-19 phase themes to decipher the new themes that managers of the hotels should consider to win back tourists’ confidence during the pandemic. The unraveling of changing preferences of the different tourist types in the current COVID-19 pandemic is the novel contribution of the study. © 2022, Emerald Publishing Limited.

Recommendation agents and information sharing through social media for coronavirus outbreak.

The novel outbreak of coronavirus disease (COVID-19) was an unexpected event for tourism in the world as well as tourism in the Netherlands. In this situation, the travelers' decision-making for tourism destinations was heavily affected by this global event. Social media usage has played an essential role in travelers' decision-making and increased the awareness of travel-related risks from the COVID-19 outbreak. Online consumer media for the outbreak of COVID-19 has been a crucial source of information for travelers. In the current situation, tourists are using electronic word of mouth (eWOM) more and more for travel planning. Opinions provided by peer travelers for the outbreak of COVID-19 tend to reduce the possibility of poor decisions. Nevertheless, the increasing number of reviews per experience makes reading all feedback hard to make an informed decision. Accordingly, recommendation agents developed by machine learning techniques can be effective in the analysis of such social big data for the identification of useful patterns from the data, knowledge discovery, and real-time service recommendations. The current research aims to adopt a framework for the recommendation agents through topic modeling to uncover the most important dimensions of COVID-19 reviews in the Netherland forums in TripAdvisor. This study demonstrates how social networking websites and online reviews can be effective in unexpected events for travelers' decision making. We conclude with the implications of our study for future research and practice.