The dynamics in asymmetric effects of multi-attributes on customer satisfaction: evidence from COVID-19
International Journal of Contemporary Hospitality Management
; 2023.
Article
in English
| Scopus | ID: covidwho-2266443
ABSTRACT
Purpose:
This study aims to explore how the "new normal” induces the dynamics in the asymmetric relationship between service quality attributes and customer satisfaction. Design/methodology/approach:
This study analyzes online reviews for hotels in New York City. The authors use multi-attribute models to examine how a situational factor – the COVID-19 outbreak – creates dynamics in the asymmetric effect of service quality attributes on customer satisfaction. Then, the authors examine the change in these dynamics over time after adjusting to the "new normal.”Findings:
The COVID-19 pandemic has introduced dynamics into the asymmetrical relationship between hotel service attribute performances and customer satisfaction. The pandemic magnified the asymmetric influences of particular attributes on satisfaction in the hospitality industry. In addition, the findings indicate the changes in such dynamics over time. Practical implications The findings emphasize that hotel managers should consider situational factors when understanding customer satisfaction. Particularly, this study suggests developing tailored strategies for responses during the COVID-19 pandemic. Hotel managers need to address changing customer expectations of service attributes to overcome unprecedented difficulties because of the limitations and new needs imposed during the pandemic. Originality/value This study contributes to the hospitality literature with an understanding of the significance of situational factors in asymmetric analysis. © 2023, Emerald Publishing Limited.
Full text:
Available
Collection:
Databases of international organizations
Database:
Scopus
Type of study:
Experimental Studies
Language:
English
Journal:
International Journal of Contemporary Hospitality Management
Year:
2023
Document Type:
Article
Similar
MEDLINE
...
LILACS
LIS