The impact of the Covid-19 pandemic on customer experience design: The hotel managers’ perspective

Bonfanti, Angelo; Vigolo, Vania; Yfantidou, Georgıa

doi:10.1016/j.ijhm.2021.102871

Cited by 128 publications

(97 citation statements)

References 58 publications

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“…The uncontrollable impact of the COVID-19 crisis forced hotel managers to redesign tourists’ experiences ( Bonfanti et al, 2021 ). It is significant for hotel managers to be aware of the immediate and post-pandemic impacts to follow suitable management policies ( Ritchie and Jiang, 2019 ).…”

Section: Importance Of Online Customers’ Reviews and Ratingsmentioning

confidence: 99%

What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis

Nilashi

Abumalloh

Alghamdi

et al. 2021

Telematics and Informatics

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Section: Importance Of Online Customers’ Reviews and Ratingsmentioning

confidence: 99%

What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis

Nilashi

Abumalloh

Alghamdi

et al. 2021

Telematics and Informatics

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“…In a study by Bonfanti et al (2021) involving interviews with hotel managers seven safety measures were identified including hygiene, work reorganization, service reorganization, technology innovations, modifications to customer wait time, staff training and improved communication. The intended outcome is improved customer safety experience.…”

Section: Hospitality Settingsmentioning

confidence: 99%

How COVID-19 Will Change Health, Hospitality and Senior Facility Design

Shepley

Kolakowski

Ziebarth

et al. 2021

Front. Built Environ.

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Background: Based on recent experiences with the COVID-19 pandemic, designers and design researchers are crafting guidelines for the development of future environments. In this context, this paper focuses on future best practices regarding environments for health, hospitality and senior care.Methods: An extensive literature review was conducted, the results of which were distributed to a group of experts (N=12) specializing in health, hospitality and design. After receiving their input, expert focus groups were conducted to further explore the proposed concepts. The document was revised based on the contributions of these field experts, resubmitted for additional input, and ultimately summarized in this paper.Results: Based on the literature review and expert input, dozens of recommendations were made regarding post-COVID health, hospitality and seniors environments. Healthcare facilities will require additional space, access to the outdoors, service hubs, and additional infrastructure to all conversion of garages for emergency use. Hospitality settings will employ new cleaning methods, use of robotics, improved HVAC, Wellness programming, workspace options, and flexible food service operations. Senior facilities will engage more technology, socially distance visiting facilities, increase access to nature, and smaller scale residential clusters.Discussion: By considering health and hospitality simultaneously, we come to understand the symbiotic benefits of applying goals from one sector to the other. Senior living environments are an excellent example of this approach in action. By implementing some of the proposed design recommendations generated by this research, we will be better prepared to face future challenges.

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“…Although hotels have adopted several strategies, the COVID-19 pandemic has caused unprecedented fear among travelers because of its contagious nature and ability to spread through contact. Thus, customers feared of safety and hygiene issues while staying in hotels (Bonfanti et al, 2021 ; Kiryakova-Dineva, & Bozhkova, 2021 ). Additionally, if the customers fail to get proper help from the technology used by the hotels, they will face barriers that affect their behavioral intentions.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Qomariah, and Lestari ( 2019 ) have found that service reliability affects customer satisfaction. Customer fear staying in hotels because of factors like, safety and hygiene in hotels (Bonfanti et al, 2021 ; Kiryakova-Dineva, & Bozhkova, 2021 ). If hotels assure customers about their safety within the hotel premises during their stay, and meet the expectations, customers will be satisfied and will develop affective loyalty towards the hotel.…”

Section: Hypotheses Formulation and Conceptual Modelmentioning

confidence: 99%

Operational Changes and Performance Outcomes: Analysis on Hotels of Five Asia–Pacific Countries

Ray

2021

JGBC

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The impact of the Covid-19 pandemic on customer experience design: The hotel managers’ perspective

Cited by 128 publications

References 58 publications

What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis

What is the impact of service quality on customers’ satisfaction during COVID-19 outbreak? New findings from online reviews analysis

How COVID-19 Will Change Health, Hospitality and Senior Facility Design

Operational Changes and Performance Outcomes: Analysis on Hotels of Five Asia–Pacific Countries

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