Identificador persistente para citar o vincular este elemento: http://hdl.handle.net/10553/120310
Título: Has COVID-19 influenced the perceived quality of service of hotels?
Autores/as: Díaz Santamaría, Carlos Cristian 
Bulchand Gidumal, Jacques 
Melián González, Santiago 
Clasificación UNESCO: 531290 Economía sectorial: turismo
531207 Sanidad
Palabras clave: Covid-19
Food And Beverage
Online Ratings
Staff
Tripadvisor
Fecha de publicación: 2023
Publicación seriada: Consumer Behavior in Tourism and Hospitality 
Resumen: 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.
URI: http://hdl.handle.net/10553/120310
ISSN: 2752-6666
DOI: 10.1108/CBTH-01-2022-0014
Fuente: Consumer Behavior in Tourism and Hospitality [ISSN 2752-6666], (Enero 2023)
Colección:Artículos
Adobe PDF (84,69 kB)
Vista completa

Google ScholarTM

Verifica

Altmetric


Comparte



Exporta metadatos



Los elementos en ULPGC accedaCRIS están protegidos por derechos de autor con todos los derechos reservados, a menos que se indique lo contrario.