Cargando…

Does hotel customer satisfaction change during the COVID-19? A perspective from online reviews

The coronavirus disease (COVID-19) has impacted the hotel industry in all aspects. However, the changes in hotel customer satisfaction deserve additional attention. Using online hotel reviews, this study explores the difference between the influencing factors of customer satisfaction before and afte...

Descripción completa

Detalles Bibliográficos
Autores principales:	Song, Yu, Liu, Kangzhao, Guo, Lingbo, Yang, Zhenzhi, Jin, Maozhu
Formato:	Online Artículo Texto
Lenguaje:	English
Publicado:	The Authors. Published by Elsevier Ltd. on behalf of CAUTHE - COUNCIL FOR AUSTRALASIAN TOURISM AND HOSPITALITY EDUCATION. 2022
Materias:	Article
Acceso en línea:	https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8907023/ http://dx.doi.org/10.1016/j.jhtm.2022.02.027

Ejemplares similares

Hotel attributes and overall customer satisfaction: What did COVID-19 change?
por: Srivastava, Arpita, et al.
Publicado: (2021)

Segmenting customers according to online word-of-mouth about hotels
por: Moliner-Velázquez, Beatriz, et al.
Publicado: (2021)

The impact of the Covid-19 pandemic on customer experience design: The hotel managers’ perspective
por: Bonfanti, Angelo, et al.
Publicado: (2021)

Saving the hotel industry: Strategic response to the COVID-19 pandemic, hotel selection analysis, and customer retention
por: Kim, Jinkyung Jenny, et al.
Publicado: (2022)

The impact of e-service quality and customer satisfaction on customer behavior in online shopping
por: Rita, Paulo, et al.
Publicado: (2019)

The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews
por: Nilashi, Mehrbakhsh, et al.
Publicado: (2023)

Customer-centric influence of entrepreneurial marketing on business performance of hotels in Nigeria during the COVID-19 crisis
por: Manishimwe, Theoneste, et al.
Publicado: (2022)

Analyzing the Relationship between Hotel Brand Image, Service Quality, Experience Marketing, and Customer Satisfaction under the Environment of Social Network
por: Xi, Wen
Publicado: (2022)

Perceived hygiene attributes in the hotel industry: customer retention amid the COVID-19 crisis
por: Yu, Jongsik, et al.
Publicado: (2021)

Correction to: Customer-centric influence of entrepreneurial marketing on business performance of hotels in Nigeria during the COVID-19 crisis
por: Manishimwe, Theoneste, et al.
Publicado: (2022)

Impact of Online Advertisement on Customer Satisfaction With the Mediating Effect of Brand Knowledge
por: Salameh, Anas A., et al.
Publicado: (2022)

Impact of smart locker use on customer satisfaction of online shoppers in Vietnam
por: Quan, Nguyen Hong, et al.
Publicado: (2022)

The Impact of Hotel Customer Engagement and Service Evaluation on Customer Behavior Intention: The Mediating Effect of Brand Trust
por: Chen, Xi, et al.
Publicado: (2022)

Retracted: Analyzing the Relationship between Hotel Brand Image, Service Quality, Experience Marketing, and Customer Satisfaction under the Environment of Social Network
por: Environmental and Public Health, Journal of
Publicado: (2023)

Hotel guest satisfaction during COVID-19 outbreak: The moderating role of crisis response strategy()
por: Yu, Meng, et al.
Publicado: (2022)

Web Evaluation at the US National Institutes of Health: Use of the American Customer Satisfaction Index Online Customer Survey
por: Wood, Fred B, et al.
Publicado: (2008)

Text linguistics for the contrastive study of online customer comments: text-linguistic patterns in German, Dutch, Spanish and French hotel comments and reviews
por: Prieto, Raul Sánchez
Publicado: (2017)

A study on airlines’ responses and customer satisfaction during the COVID-19 pandemic
por: Zahraee, Seyed Mojib, et al.
Publicado: (2022)

Impact of the critical factors of customer experience on well-being: Joy and customer satisfaction as mediators
por: Xie, Chunchang, et al.
Publicado: (2022)

Entropic Statistical Description of Big Data Quality in Hotel Customer Relationship Management
por: González-Serrano, Lydia, et al.
Publicado: (2019)

Can Hotel Companies’ Water Conservation Management and Waste Reduction Measures Influence Hotel Customers’ Willingness to Pay More and Intention to Revisit?
por: Park, Junghyun, et al.
Publicado: (2021)

Online Consumer Satisfaction During COVID-19: Perspective of a Developing Country
por: Rao, Yonghui, et al.
Publicado: (2021)

What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis
por: Nilashi, Mehrbakhsh, et al.
Publicado: (2021)

Abusive Supervision, Affective Commitment, Customer Orientation, and Proactive Customer Service Performance: Evidence From Hotel Employees in China
por: Zang, Dexia, et al.
Publicado: (2021)

What Makes Hotel Chefs in Korea Interact with SNS Community at Work? Modeling the Interplay between Social Capital and Job Satisfaction by the Level of Customer Orientation
por: Seo, Sang-Won, et al.
Publicado: (2020)

Analyzing Online Reviews to Uncover Customer Satisfaction Factors in Indian Cultural Tourism Destinations
por: Riswanto, Aura Lydia, et al.
Publicado: (2023)

Government and social trust vs. hotel response efficacy: A protection motivation perspective on hotel stay intention during the COVID-19 pandemic
por: Hsieh, Yuchin (Jerrie), et al.
Publicado: (2021)

The Visual Attention and Psychological Responses from Older Customers to Wellness Service Pictures of Hotels
por: Wang, Tsai-Chiao, et al.
Publicado: (2022)

Analyzing the relationship between pricing strategy and customer retention in hotels: A study in Albania
por: Trebicka, Brunela, et al.
Publicado: (2023)

Factors Affecting Customer Satisfaction and Loyalty in Online Food Delivery Service during the COVID-19 Pandemic: Its Relation with Open Innovation
por: Prasetyo, Yogi Tri, et al.
Publicado: (2021)

World-class customer satisfaction
por: Barsky, Jonathan D.
Publicado: (1995)

The High Price of Customer Satisfaction
por: Buoye, Alexander
Publicado: (2014)

Impact of Substantive Staging and Communicative Staging of Sustainable Servicescape on Behavioral Intentions of Hotel Customers through Overall Perceived Image: A Case of Boutique Hotels
por: Khalil-ur-Rehman,, et al.
Publicado: (2021)

Beyond customer satisfaction to customer loyalty: the key to geater profitability
por: Bhote, Keki R
Publicado: (1996)

Customer satisfaction evaluation for drugs: A research based on online reviews and PROMETHEE-Ⅱ method
por: Zhao, Xiangqi, et al.
Publicado: (2023)

Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction
por: Khan, Fahad Najeeb, et al.
Publicado: (2023)

The Nexus between Green Perceived Quality, Green Satisfaction, Green Trust, and Customers’ Green Behavioral Intentions in Eco-Friendly Hotels: A Structural Equation Modeling Approach
por: Hashish, Magdy El-Sayed, et al.
Publicado: (2022)

Research on heterogeneous customer hotel supply chain channel selection model based on game theory
por: Shengdong, Mu, et al.
Publicado: (2022)

The impact of hotel CSR for strategic philanthropy on booking behavior and hotel performance during the COVID-19 pandemic
por: Shin, Hakseung, et al.
Publicado: (2021)

Assessing customer financial risk perception and attitude in the hotel industry: Exploring the role of protective measures against COVID-19()
por: Quan, Lanji, et al.
Publicado: (2022)

Cannot write session to /tmp/vufind_sessions/sess_dplcpbhkhjap7i9iin3i83l014