Has COVID-19 influenced the perceived quality of service of hotels?
Consumer Behavior in Tourism and Hospitality, ISSN: 2752-6674, Vol: 17, Issue: 4, Page: 491-497
2022
- 2Citations
- 18Captures
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Example: if you select the 1-year option for an article published in 2019 and a metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019. If you select the 3-year option for the same article published in 2019 and the metric category shows 90%, that means that the article or review is performing better than 90% of the other articles/reviews published in that journal in 2019, 2018 and 2017.
Citation Benchmarking is provided by Scopus and SciVal and is different from the metrics context provided by PlumX Metrics.
Article Description
Purpose: The purpose of this paper is to analyze the perceived quality of service by guests in the reopening process during the COVID-19 pandemic. Design/methodology/approach: The authors analyzed 1,679 TripAdvisor reviews from 2019 and 2020 that were written for hotels in Gran Canaria, Spain. The authors compared the average rating for 2019 and 2020 and the authors performed a content analysis of the reviews. Findings: Guests perceived the quality of their stay to be worse during 2020, especially regarding food and beverage and staff behavior. The only service quality dimension that showed an improvement was related to open-air hotel installations. Research limitations/implications: The authors only analyzed reviews in one language. The authors were not able to determine if the lower ratings in 2020 were due to the way in which they perceived the quality of service or to the fact that the quality of service was objectively worse. Originality/value: This paper contributes to theory development in the field of hospitality management by providing new insights into how external events can influence hotel services and guests’ perceptions. This research shows how a health crisis that is external to the tourism industry has caused an impact on hotel staff management and on how hotel staff behavior is perceived. However, it is also possible that regardless of anything managers do, the rating that a guest awards a hotel will be lower than it would have been before the pandemic.
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