A Comparison of Hotel Guest Experience Before and During Pandemic: Evidence from Online Reviews
A Comparison of Hotel Guest Experience Before and During Pandemic: Evidence from Online Reviews
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大流行前后酒店顾客体验的比较--来自在线评论的证据
DOI：
10.1007/978-3-030-65785-7_52
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发表时间：
2020-11-28
期刊：
影响因子：
--
通讯作者：
Law R
中科院分区：
文献类型：
--
作者：
Chan IC;Ma J;Ye H;Law R
本文比较了2019冠状病毒病大流行之前和期间中国内地豪华酒店客人体验的决定因素。特别是，收集了740条在疫情爆发前发布的中文评论，以及1283条在疫情期间发布的评论。文本分析被应用于分割和计算这些在线评论中的单词的频率。结果表明，豪华酒店的顾客体验的核心维度包括服务，房间质量和设置，酒店设施，餐饮，位置和环境。无论大流行之前或期间，这些核心层面都不会改变。然而，于疫情期间，客人对酒店服务（如延迟退房及外卖送递服务）的期望较高。大流行期间的在线评论也包含与大流行预防和控制措施相关的词语，例如客流量和体温。为酒店从业者在关键时期提高服务水平提供了经营管理方面的建议。
This paper compares the determinants of guest experience at luxury hotels in Mainland China before and during the pandemic—COVID-19. In particular, 740 Chinese reviews posted before the pandemic outbreak, and 1283 reviews posted during the pandemic were collected. Text analytics were applied to segment and count the frequency of words in these online reviews. The results show that the core dimensions of guest experiences at luxury hotels include services, room quality and settings, hotel facilities, dining, location, and environment. These core dimensions do not change regardless of the period before or during the pandemic. However, guests have higher expectations on hotel services such as late check-out and delivery service of takeaway during the pandemic. Online reviews amid-pandemic also contain words related to pandemic prevention and control measures, such as guest traffic and body temperature. Suggestions on operations and management are provided for hotel practitioners to improve their services during the critical period.