Sustainability,
Год журнала:
2022,
Номер
14(6), С. 3454 - 3454
Опубликована: Март 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,
Год журнала:
2023,
Номер
23(1), С. 90 - 106
Опубликована: Март 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,
Год журнала:
2022,
Номер
14(4), С. 2011 - 2011
Опубликована: Фев. 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,
Год журнала:
2021,
Номер
14(1), С. 435 - 435
Опубликована: Дек. 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.
Advances in hospitality, tourism and the services industry (AHTSI) book series,
Год журнала:
2023,
Номер
unknown, С. 133 - 155
Опубликована: Июнь 30, 2023
The
tourism
industry
is
rapidly
adopting
artificial
intelligence
(AI)
to
enhance
customer
experiences
and
improve
service
delivery.
However,
the
adoption
of
AI
has
raised
concerns
about
concierge
chatbots,
digital
assistance,
proactiveness,
anthropomorphism,
security,
its
impact
on
overall
satisfaction.
Therefore,
aim
this
research
measure
quality
in
industry,
with
primary
data
collected
Pondicherry.
This
study
a
quantitative
that
utilized
survey
method
collect
data.
A
total
350
respondents
were
targeted,
307
valid
responses
obtained.
analyzed
using
confirmatory
factor
analysis
structural
equation
modeling.
highlights
technology
significant
positive
industry.
contributes
literature
by
providing
empirical
evidence
context
importance
