Dimensionality in the service quality perceptions of quarantine hotel guests

被引：7

作者：

Leutwiler-Lee, Min Joo ^{[1
]}

Kim, Seongseop ^{[2
]}

Badu-Baiden, Frank ^{[3
]}

King, Brian ^{[4
]}

机构：

[1] Woosong Univ, Endicott Coll, Daejon, South Korea

[2] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Hung Hom, Hong Kong, Peoples R China

[3] Hong Kong Metropolitan Univ, Lee Shau Kee Sch Business & Adm, Ho Man Tin, Hong Kong, Peoples R China

[4] Texas A&M Univ, Dept Recreat Pk & Tourism Sci, College Stn, TX USA

来源：

TOURISM MANAGEMENT PERSPECTIVES | 2023年 / 47卷

关键词：

Quarantine hotel; Service quality perceptions; Online review; Semantic network analysis; SATISFACTION; RISK; INTENTIONS; MODEL;

D O I：

10.1016/j.tmp.2023.101124

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study describes underlying dimensionality in quarantine hotel customer perceptions of service quality by examining 3896 online reviews of 52 quarantine hotels in five jurisdictions. Notable quality dimensions of quarantine hotel service that were identified using semantic network analysis (SNA) included: caring service from hotel staff, friendliness, meal quality, room comfort, exceptional services, and service efficiency. The review content for the quarantine hotels across various jurisdictions was similar overall, with minor differences evident for some dimensions. It is observed that the importance that quarantine guests attach to compassionate treatment and psychological caring resembles the requirements of hospital patients. The findings offer implications for scholars and practitioners in coping with disease-related crises.

引用

页数：14

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