Explaining customer satisfaction via hotel reviews: A comparison between pre- and post-COVID-19 reviews
Document Type
Journal Article
Publication Title
Journal of Hospitality and Tourism Management
Volume
53
First Page
208
Last Page
213
Publisher
Elsevier
School
School of Business and Law
RAS ID
54052
Funders
National Natural Science Foundation of China (No. 71872034; 71901053)
Abstract
This study aims to examine whether and how COVID-19 has changed the effects of consumer evaluations of hotel attributes on customer satisfaction. We extracted positive and negative evaluations of hotel attributes from online reviews both pre- and post-COVID-19 and examined their effects on customer satisfaction. Using a sample of 1,947,391 reviews of 35,022 Chinese hotels collected from ctrip.com, we conducted a fine-grained sentiment analysis based on sentiment triples to identify important positive and negative evaluations of hotel attributes. Subsequently, we applied regression analyses to examine how these evaluations of hotel attributes influenced customer satisfaction. The results revealed that positive and negative evaluations of hotel attributes had differentiated effects on customer satisfaction. We classified these attributes into basic, excitement, and performance attributes, from which management implications can be derived.
DOI
10.1016/j.jhtm.2022.11.003
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Comments
Xu, J., Wang, X., Zhang, J., Huang, S. S., & Lu, X. (2022). Explaining customer satisfaction via hotel reviews: A comparison between pre-and post-COVID-19 reviews. Journal of Hospitality and Tourism Management, 53, 208-213. https://doi.org/10.1016/j.jhtm.2022.11.003