Hotel guest satisfaction during COVID-19 outbreak: The moderating role of crisis response strategy
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Date
2022
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Publisher
Elservier
Abstract
Taking appropriate strategies in response to the COVID-19 crisis has presented significant challenges to the
hospitality industry. Based on situational crisis communication theory (SCCT), this study aims to examine how
the hotel industry has adopted strategies in shaping customers’ experience and satisfaction. A mixed-method
approach was employed by analysing 6556 COVID-19 related online reviews. The qualitative findings suggest
that ‘rebuild strategies’ dominated most hotels’ response to the COVID-19 crisis while the quantitative findings
confirm the direct impact of affective evaluation and cognitive effort on customer satisfaction. The results further
reveal that hotels’ crisis response strategies moderate the effects of affective evaluation and cognitive effort on
customer satisfaction. The study contributes to new knowledge on health-related crisis management and expands
the application of SCCT in tourism research.
Description
Tourism Management Volume 93, December 2022
Keywords
Situational crisis communication theory,COVID-19,Customer satisfaction,Crisis response strategy,Online reviews