Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Abstract

The strict contactless management measures that have been implemented to control the spread of the COVID-19 pandemic have severely limited the ability of hotel staff to provide guest services in a quarantine scenario. This study examines the effect of lodgers' perceptions of the services provided in hotels under quarantine on their satisfaction and intentions to revisit. A self-administered questionnaire was distributed to 250 interviewees who had experienced lodging in quarantined hotel in Mainland China and Taiwan. A structural equation modeling technique was used to study the relationship between the model and the developed hypotheses. The study findings revealed that service perception dimensions are significantly related to customer satisfaction, and there is a positive correlation between customer satisfaction and their intentions to revisit. Moreover, the quality of hotel staff members' reliability and responsiveness was shown to be the most significant dimension of lodgers' perceptions of the services received in a quarantined hotel. Therefore, hoteliers who manage hotels that are under quarantine should carefully consider their service provisions in order to encourage lodgers to revisit.

Once upon a time in quarantine: Exploring the memorable quarantine hotel experiences of Chinese student returnees during the COVID-19 pandemic

“…The role of a hotel is no longer limited to providing overnight stays for travellers, as many hotels have been converted to quarantine facilities during the COVID-19 pandemic. To respond to the fact that guests' quarantine experience is unforgettable but ambiguous (Wang et al, 2021), this research has identified and categorised the memorable quarantel experiences of Chinese student returnees into six themes (i.e. staff, room, hygiene and disinfection, food, healthcare and location) encompassing 20 underlying attributes (see Table 3), which include both positive and negative experience.…”

“…For example, Baby Boomers prefer good interior room design, cleanliness, and good staff attitude (Patterson et al, 2017). Recently, Wang et al (2021) pointed out that a positive memorable experience will increase guests’ satisfaction, resulting in high revisit intention when quarantels have reverted to the normal hotel after the pandemic. Therefore, this research provides a good opportunity to explore the memorable experiences in a very specialised type of hotel – quarantel – from the student perspective.…”

“…From the academic perspective, although previous studies have investigated memorable hotel experiences, the quarantel is a different context compared to ordinary hotels and is still an unexplored area of research in the hospitality literature. Recently, Wang et al (2021) found that the quarantined guests viewed the quarantine period as an unforgettable experience, but such experience is ambiguous. Thus, this research is one of the first attempts to fill the gap in the literature by exploring guests’ memorable experiences in quarantels.…”

“…To date, except for a few studies (e.g. Chen et al, 2020a; Wang et al, 2021; Wu et al, 2021), there has been little documentation of quarantined individuals’ perspectives and experiences related to quarantels in the hospitality domain (Wong and Yang, 2020). Moreover, a review of secondary data (e.g.…”

The reaction of coworking spaces to the COVID-19 pandemic. A dynamic capabilities perspective

“…Events as COVID-19 evidently impact the competitive edge of firms and the service that they were used to provide (e.g., McKinsey 2021 ; Wang et al 2021 ). Due to the COVID-19 pandemic, governments have forced many social spaces to rapidly adjust their spaces in line with regulations that stimulate social distancing, implying less people being physically present.…”