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Dealing with pandemics: An investigation of the effects of COVID-19 on customers' evaluations of hospitality services.
Hu, Feng; Teichert, Thorsten; Deng, Shengli; Liu, Yong; Zhou, Guotao.
  • Hu F; College of Economics and Management, Zhejiang Normal University, Jinhua, 321004, China.
  • Teichert T; Chair of Marketing and Innovation, University of Hamburg, Hamburg, 20146, Germany.
  • Deng S; Chair of Marketing and Innovation, University of Hamburg, Hamburg, 20146, Germany.
  • Liu Y; Center for Studies of Information Resources, Wuhan University, Wuhan, 430072, China.
  • Zhou G; Department of Information and Service Economy, Aalto University School of Business, Helsinki, Finland.
Tour Manag ; 85: 104320, 2021 Aug.
Article in English | MEDLINE | ID: covidwho-1142263
ABSTRACT
The hospitality industry is highly vulnerable to pandemics. However, little is known about how pandemics alter travelers' evaluations of hospitality services. Therefore, this study investigates the changes in travelers' expectations and perceptions of hotel services during different stages of the novel coronavirus 2019 (COVID-19) pandemic. 98,163 Chinese hotel reviews were collected and scrutinized via text mining and sentiment analysis techniques to derive new implications for service optimization. The results reveal shifts in consumers' evaluations well beyond hygienic requirements. Insights obtained from this research can help guide hospitality practice in organizing its priorities during acute pandemic situations and adjusting to possibly longer-lasting shifts in consumer preferences.
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Full text: Available Collection: International databases Database: MEDLINE Type of study: Experimental Studies Language: English Journal: Tour Manag Year: 2021 Document Type: Article Affiliation country: J.tourman.2021.104320

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Full text: Available Collection: International databases Database: MEDLINE Type of study: Experimental Studies Language: English Journal: Tour Manag Year: 2021 Document Type: Article Affiliation country: J.tourman.2021.104320