Dealing with pandemics: An investigation of the effects of COVID-19 on customers’ evaluations of hospitality services

Feng Hu, Thorsten Teichert, Shengli Deng*, Yong Liu, Guotao Zhou

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

1 Citation (Scopus)

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.

Original languageEnglish
Article number104320
JournalTourism Management
Volume85
DOIs
Publication statusPublished - Aug 2021
MoE publication typeA1 Journal article-refereed

Keywords

  • Comparative importance–performance analysis
  • COVID-19 pandemic
  • Hotel reviews
  • Sentiment analysis
  • Service evaluation
  • Text mining

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