Sustainability,
Journal Year:
2022,
Volume and Issue:
14(6), P. 3454 - 3454
Published: March 15, 2022
The
unprecedented
crisis
faced
by
the
hotel
industry
due
to
COVID-19
pandemic
has
brought
about
changes
in
guests’
perceptions
of
service
quality
attributes.
In
view
need
monitor
this
environment,
study
is
dedicated
identifying
main
negative
topics
related
services
Brazil
and
impacts
on
perception
these
topics.
For
purpose,
a
set
866,048
online
reviews
were
collected
from
Booking.com
platform.
Initially,
data
analyzed
through
topic
modeling
identify
attributes
addressed
guests
their
evaluations.
Subsequently,
an
average
comparison
method
was
used
evaluate
impact
evaluation
scores
each
attribute.
A
total
13
five
identified.
room
cleaning
check-in
most
negatively
impacted
pandemic,
with
largest
drops
scores.
Journal of Consumer Behaviour,
Journal Year:
2023,
Volume and Issue:
23(1), P. 90 - 106
Published: March 16, 2023
Abstract
This
study
aims
to
explore
thematic
influences
on
theme
park
visitors'
satisfaction
through
user‐generated
data.
To
this
end,
we
first
used
an
unsupervised
machine
learning
method,
structural
topic
modeling,
and
analyzed
112,000
reviews
post
by
visitors
Shanghai
Disney
Resort
from
June
16,
2016
March
4,
2022.
Our
findings
are
of
great
significance
for
reflecting
consumer
behavior
Specifically,
find
that
is
highly
related
service
in
the
their
playing
feeling,
early
tourists
pay
more
attention
experience
specific
items
while
later
focus
overall
experience.
In
addition,
empirical
conducted
treating
ratings
associated
with
each
review
as
dependent
variable
represented
comments
independent
variables,
which
shows
relationship
between
customer
becomes
less
pronounced
over
time.
other
words,
time
goes,
customers
can
reflect
subjective
feelings
or
experience,
but
rating
not.
We
discover
“dynamics”
data
gain
a
better
understanding
aspects
concerns
The
contribute
literature
tourism,
service,
also
providing
valuable
practical
implications.
Sustainability,
Journal Year:
2022,
Volume and Issue:
14(4), P. 2011 - 2011
Published: Feb. 10, 2022
The
NPS
index
is
used
in
the
hotel
industry
to
measure
customer
loyalty
and,
by
extension,
satisfaction.
Many
companies
set
their
annual
budget
based
on
this
and
include
it,
together
with
economic
results,
for
evaluation
when
deciding
a
potential
management
bonus.
For
managers
some
companies,
achieving
high
becomes
nearly
as
important
strong
results.
purpose
of
research
deepen
study
analysing
existing
relationship
that
model
has
satisfaction,
focusing
following
main
areas
hotel:
reception,
cleanliness
room
comfort,
gastronomy.
To
do
so,
uses
fuzzy
qualitative
comparative
analysis
(fsQCA).
New
evidence
value
offered
sample
six
hotels
(4
5*)
located
Balearic
Islands,
Spain
(Mallorca,
Minorca,
Ibiza).
In
total,
557
surveys
were
completed
August
2021
571
2020,
therefore
both
groups
impacted
Black
Swan
(BS)
event,
COVID-19
pandemic,
two
different
stages
its
trajectory.
results
suggest
sample,
key
factor
was
(1)
gastronomy
(after
more
than
one
year
pandemic),
(2)
comfort
2020
(at
beginning
pandemic).
These
offer
insights
managers,
well
academics
who
can
develop
new
lines
subject.
Sustainability,
Journal Year:
2021,
Volume and Issue:
14(1), P. 435 - 435
Published: Dec. 31, 2021
The
COVID-19
pandemic
has
impacted
both
healthcare
and
the
economy
on
a
global
scale.
This
changed
consumer
habits
behaviors
significantly,
primarily
because
of
confinement-related
issues.
While
numerous
research
been
undertaken
to
study
customer
satisfaction
using
surveys
online
passenger
ratings,
effect
not
explored.
It
is
vital
assess
indicators
gathered
from
reviews
ascertain
consumers’
preferences
for
airline
services
during
pandemic.
goal
this
determine
primary
themes
that
emerged
travelers’
internet
outbreak.
Additionally,
it
attempts
which
these
relate
higher
lower
satisfaction.
article
uses
qualitative
(i.e.,
narratives)
analyses
examine
main
components
passengers’
subjective
experiences
airline.
Data
are
represented
by
posted
TripAdvisor
website.
revealed
ten
in
descriptions
travel
experiences.
These
include
“flight”,
“service”,
“staff”,
“food”,
“check-in”,
“cancellation”,
“COVID-19”,
“airport”,
“class”,
“luggage”.
Dissatisfying
concepts
linked
with
“refund”,
“airport”
concepts.
Current Issues in Tourism,
Journal Year:
2023,
Volume and Issue:
27(3), P. 396 - 412
Published: Jan. 10, 2023
This
work
presents
a
longitudinal
analysis
of
hotel
customer
satisfaction,
making
comparison
between
pre-
and
post-pandemic
situations,
as
well
detailed
the
evolution
satisfaction
throughout
different
phases
COVID-19
crisis.
To
this
end,
we
used
representative
microdata
from
more
than
405,000
online
reviews
802
Venetian
accommodation
facilities.
Data
were
retrieved
Booking.com
platform
cover
2018–2021
period.
Results
point
to
systematic
reduction
although
negative
effect
is
non-linear
over
time.
In
fact,
magnitude
varies
according
severity
phase
(acute
vs.
transitional
periods)
on
replication
number
type
(first
versus
second
wave),
displaying
some
adaptation
effects.
The
paper
contributes
literature
sustained
crises,
with
an
empirical
application
one
most
popular
tourist
destinations.
Our
results
suggest
that
managers
should
respond
critical
situations
taking
care
their
customers'
identifying
needs
depending
crises'
phases.
