Has COVID-19 Changed Consumers’ Satisfiers and Dissatisfiers? Evidence from Online Reviews of 5-Star Hotels in Shanghai and Beijing

References

• Albayrak, T., & Caber, M. (2013). The symmetric and asymmetric influences of destination attributes on overall visitor satisfaction. Current Issues in Tourism, 16(2), 149–166. https://doi.org/10.1080/13683500.2012.682978
   Web of Science ®Google Scholar
• American Hotel and Lodging Association. (2020). State of the Hotel industry analysis: COVID-19 six months later. https://www.ahla.com/sites/default/files/StateoftheIndustry.pdf
   Google Scholar
• Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service Research, 3(2), 107–120. https://doi.org/10.1177/109467050032001
   Google Scholar
• Baidu. (2018). PaddleHub. https://github.com/PaddlePaddle/PaddleHub
   Google Scholar
• Bi, J. -W., Liu, Y., Fan, Z. -P., & Zhang, J. (2019). Wisdom of crowds: Conducting importance-performance analysis (IPA) through online reviews. Tourism Management, 70, 460–478. https://doi.org/10.1016/j.tourman.2018.09.010
   Web of Science ®Google Scholar
• Bi, J. -W., Liu, Y., Fan, Z. -P., & Zhang, J. (2020). Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry. Tourism Management, 77, 104006. https://doi.org/10.1016/j.tourman.2019.104006
   Web of Science ®Google Scholar
• Blazquez-Resino, J. J., Gutierrez-Broncano, S., & Gołąb-Andrzejak, E. (2022). Neuroeconomy and neuromarketing: The study of the consumer behaviour in the COVID-19 context. Frontiers in Psychology, 13, 822856. https://doi.org/10.3389/fpsyg.2022.822856
   PubMed Web of Science ®Google Scholar
• Chang, Y. -Y., & Cheng, C. -C. (2022). Evaluating the strategic implications of the service quality in green hotels from a new insight. Current Issues in Tourism, 25(13), 2037–2041. https://doi.org/10.1080/13683500.2020.1868414
   Web of Science ®Google Scholar
• Chen, J., Becken, S., & Stantic, B. (2022). Assessing destination satisfaction by social media: An innovative approach using Importance-Performance Analysis. Annals of Tourism Research, 93, 103371. https://doi.org/10.1016/j.annals.2022.103371
   Web of Science ®Google Scholar
• Chen, F., Yuan, Z., & Huang, Y. (2020). Multi-source data fusion for aspect-level sentiment classification. Knowledge-Based Systems, 187, 104831. https://doi.org/10.1016/j.knosys.2019.07.002
   Web of Science ®Google Scholar
• Corporation, B. B. (2020). Pandemic could be over within two years. https://www.bbc.com/news/world-53870798
   Google Scholar
• Ctrip. (2018). Hotel review guide. https://help.ctrip.com/question?cqid=687#
   Google Scholar
• Guo, Y., Barnes, S. J., & Jia, Q. (2017). Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent Dirichlet allocation. Tourism Management, 59, 467–483. https://doi.org/10.1016/j.tourman.2016.09.009
   Web of Science ®Google Scholar
• Herzberg, F., Mausner, B., & Snyderman, B. (1959). The motivation to work. John Wiley.
   Google Scholar
• Horney, J. A. (2022). The COVID-19 Response: The vital role of the public health professional (pp. 176). Academic Press.
   Google Scholar
• Hsiao, Y. H., & Hsiao, Y. T. (2021). Online review analytics for hotel quality at macro and micro levels. Industrial Management & Data Systems, 121(2), 268–289. https://doi.org/10.1108/IMDS-04-2020-0214
   Web of Science ®Google Scholar
• Hu, F., Li, H., Liu, Y., & Teichert, T. (2020). Optimizing service offerings using asymmetric impact-sentiment-performance analysis. International Journal of Hospitality Management, 89(April), 102557. https://doi.org/10.1016/j.ijhm.2020.102557
   Google Scholar
• Hu, F., Teichert, T., Deng, S., Liu, Y., & Zhou, G. (2021). Dealing with pandemics: An investigation of the effects of COVID-19 on customers’ evaluations of hospitality services. Tourism Management, 85, 104320. https://doi.org/10.1016/j.tourman.2021.104320
   PubMed Web of Science ®Google Scholar
• Hu, F.K. -W., & Weber, K. (2014). The influence of culture on the perceived attractiveness of hotel loyalty programs: Chinese versus Japanese customers. Journal of China Tourism Research, 10(2), 186–205. https://doi.org/10.1080/19388160.2013.863747
   Google Scholar
• Hu, N., Zhang, T., Gao, B., & Bose, I. (2019). What do hotel customers complain about? Text analysis using structural topic model. Tourism Management, 72, 417–426. https://doi.org/10.1016/j.tourman.2019.01.002
   Web of Science ®Google Scholar
• Ishikawa, K. (1986). Guide to Quality Control. Tokyo: Asian Productivity Organization.
   Google Scholar
• Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: A perspective article. International Journal of Contemporary Hospitality Management, 32(8), 2563–2573. https://doi.org/10.1108/IJCHM-03-2020-0237
   Web of Science ®Google Scholar
• Kajla, T., Raj, S., Sharma, S., Joshi, M., & Kaur, A. (2022). Key preferences of tourists during COVID-19 pandemic in luxury hotels: Evidence from qualitative data. Tourism and Hospitality Research, 22(4), 473–487. https://doi.org/10.1177/14673584211066742
   Web of Science ®Google Scholar
• Kano, N. (1984). Attractive quality and must be quality. Hinshitsu (Quality), 14(2), 147–156.
   Google Scholar
• Kim, J., Lee, M., Kwon, W., Park, H., & Back, K. J. (2022). Why am I satisfied? See my reviews – Price and location matter in the restaurant industry. International Journal of Hospitality Management, 101(June 2020), 103111. https://doi.org/10.1016/j.ijhm.2021.103111
   Google Scholar
• King, C. A. (1995). What is hospitality? International Journal of Hospitality Management, 14(3–4), 219–234. https://doi.org/10.1016/0278-4319(95)00045-3
   Google Scholar
• Kowitt, S. D., Schmidt, A. M., Hannan, A., Goldstein, A. O., & Gupta, V. (2017). Awareness and trust of the FDA and CDC: Results from a national sample of US adults and adolescents. PLos One, 12(5), e0177546. https://doi.org/10.1371/journal.pone.0177546
   PubMed Web of Science ®Google Scholar
• Kwon, W., Lee, M., & Bowen, J. T. (2022). Exploring customers’ luxury consumption in restaurants: A combined method of topic modeling and three-factor theory. Cornell Hospitality Quarterly, 63(1), 66–77. https://doi.org/10.1177/19389655211037667
   Web of Science ®Google Scholar
• Lai, I. K. W., & Hitchcock, M. (2016). A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis. Tourism Management, 55, 139–159. https://doi.org/10.1016/j.tourman.2016.01.007
   Web of Science ®Google Scholar
• Leaver, C. A., Stanley, J. M., & Veenema, T. G. (2022). Impact of the COVID-19 pandemic on the future of nursing education. Academic Medicine, 97(3), S82. https://doi.org/10.1097/ACM.0000000000004528
   PubMedGoogle Scholar
• Li, H., Liu, Y., Tan, C. W., & Hu, F. (2020). Comprehending customer satisfaction with hotels: Data analysis of consumer-generated reviews. International Journal of Contemporary Hospitality Management, 32(5), 1713–1735. https://doi.org/10.1108/IJCHM-06-2019-0581
   Web of Science ®Google Scholar
• Liu, F., & Deng, Y. (2020). Determine the number of unknown targets in Open World based on Elbow method. IEEE Transactions on Fuzzy Systems, 29(5), 986–995. https://doi.org/10.1109/TFUZZ.2020.2966182
   Web of Science ®Google Scholar
• Lv, H., Shi, S., & Gursoy, D. (2022). A look back and a leap forward: A review and synthesis of big data and artificial intelligence literature in hospitality and tourism. Journal of Hospitality Marketing & Management, 31(2), 145–175. https://doi.org/10.1080/19368623.2021.1937434
   Web of Science ®Google Scholar
• Ma, M. Y., Chen, C. W., & Chang, Y. M. (2019). Using Kano model to differentiate between future vehicle-driving services. International Journal of Industrial Ergonomics, 69(November 2018), 142–152. https://doi.org/10.1016/j.ergon.2018.11.003
   Google Scholar
• Masud, M. A., Huang, J. Z., Wei, C., Wang, J., Khan, I., & Zhong, M. (2018). I-nice: A new approach for identifying the number of clusters and initial cluster centres. Information Sciences, 466, 129–151. https://doi.org/10.1016/j.ins.2018.07.034
   Web of Science ®Google Scholar
• Matzler, K., & Renzl, B. (2007). Assessing asymmetric effects in the formation of employee satisfaction. Tourism Management, 4(4), 1093–1103. https://doi.org/10.1016/j.tourman.2006.07.009
   Google Scholar
• Mikulić, J., & Prebežac, D. (2008). Prioritizing improvement of service attributes using impact range‐performance analysis and impact‐asymmetry analysis. Managing Service Quality: An International Journal, 18(6), 559–576. https://doi.org/10.1108/09604520810920068
   Google Scholar
• Nilashi, M., Abumalloh, R. A., Almulihi, A., Alrizq, M., Alghamdi, A., Ismail, M. Y., Bashar, A., Zogaan, W. A., & Asadi, S. (2021). Big social data analysis for impact of food quality on travelers’ satisfaction in eco-friendly hotels. ICT Express. https://doi.org/10.1016/j.icte.2021.11.006
   Web of Science ®Google Scholar
• Oliver, R. L. (1997). A behavioral perspective on the consumer. A Behavioral Perspective on the Consumer.
   Google Scholar
• Oliver, R. L., & Richard, L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Psychological Reports, 45(4), 803–810. https://doi.org/10.2466/pr0.1979.45.3.803
   Google Scholar
• Ongsakul, V., Kajla, T., Raj, S., Khoa, T. T., & Ahmed, Z. U. (2022). Changing tourists’ preferences in the hotel industry amid COVID-19 pandemic. Journal of Hospitality & Tourism Technology, 13(2), 295–313. https://doi.org/10.1108/JHTT-07-2020-0179
   Web of Science ®Google Scholar
• Pan, M., Li, N., & Huang, X. (2022). Asymmetrical impact of service attribute performance on consumer satisfaction: An asymmetric impact-attention-performance analysis. Information Technology & Tourism, 24(2), 221–243. https://doi.org/10.1007/s40558-022-00226-9
   Web of Science ®Google Scholar
• Park, H., Lee, M., & Back, K. J. (2021). Exploring the roles of hotel wellness attributes in customer satisfaction and dissatisfaction: Application of Kano model through mixed methods. International Journal of Contemporary Hospitality Management, 33(1), 263–285. https://doi.org/10.1108/IJCHM-05-2020-0442
   Web of Science ®Google Scholar
• Park, H., Lee, M., Back, K. J., & DeFranco, A. (2022). Is hotel technology a double-edged sword on customer experience? A mixed-method approach using big data. Journal of Hospitality & Tourism Research, 2016, 109634802211327. https://doi.org/10.1177/10963480221132758
   Google Scholar
• Park, S., Lee, J. S., & Nicolau, J. L. (2020). Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers. Tourism Management, 81(February), 104163. https://doi.org/10.1016/j.tourman.2020.104163
   PubMedGoogle Scholar
• Paulose, D., & Shakeel, A. (2022). Perceived experience, perceived value and customer satisfaction as antecedents to loyalty among hotel guests. Journal of Quality Assurance in Hospitality & Tourism, 23(2), 447–481. https://doi.org/10.1080/1528008X.2021.1884930
   Web of Science ®Google Scholar
• Peres, C. K., & Paladini, E. P. (2022). Quality attributes of hotel services in Brazil and the Impacts of COVID-19 on users’ perception. Sustainability (Switzerland), 14(6). 14(6). 3454. https://doi.org/10.3390/su14063454.
   Google Scholar
• Rivera, M. A. (2020). Hitting the reset button for hospitality research in times of crisis: Covid19 and beyond. International Journal of Hospitality Management, 87, 102528. https://doi.org/10.1016/j.ijhm.2020.102528
   PubMed Web of Science ®Google Scholar
• Shin, S., & Nicolau, J. L. (2022). Identifying attributes of wineries that increase visitor satisfaction and dissatisfaction: Applying an aspect extraction approach to online reviews. Tourism Management, 91, 104528. https://doi.org/10.1016/j.tourman.2022.104528
   Web of Science ®Google Scholar
• Song, Z., Kong, H., & Chen, Y. (2008). Tourist satisfaction, perceived service value, and repurchase intentions: The case of Hong Kong’s airline, hotel, and restaurant services. Journal of China Tourism Research, 4(3), 336–364. https://doi.org/10.1080/19388160802505770
   Google Scholar
• Song, Y., Liu, K., Guo, L., Yang, Z., & Jin, M. (2022). Does hotel customer satisfaction change during the COVID-19? A perspective from online reviews. Journal of Hospitality & Tourism Management, 51(June 2021), 132–138. https://doi.org/10.1016/j.jhtm.2022.02.027
   Google Scholar
• Srivastava, A., & Kumar, V. (2021). Hotel attributes and overall customer satisfaction: What did COVID-19 change? Tourism Management Perspectives, 40, 100867. https://doi.org/10.1016/j.tmp.2021.100867
   PubMed Web of Science ®Google Scholar
• Sun, J. (2012). Jieba Chinese word segmentation tool. https://github.com/fxsjy/jieba
   Google Scholar
• Sun, S., Jiang, F., Feng, G., Wang, S., & Zhang, C. (2022). The impact of COVID-19 on hotel customer satisfaction: Evidence from Beijing and Shanghai in China. International Journal of Contemporary Hospitality Management, 34(1), 382–406. https://doi.org/10.1108/IJCHM-03-2021-0356
   Web of Science ®Google Scholar
• Tsang, N. K. F., Zhu, M., & Au, W. C. W. (2022). Investigating the attributes of cultural creative product satisfaction - the case of the palace museum. Journal of China Tourism Research, 18(6), 1239–1258. https://doi.org/10.1080/19388160.2021.2025184
   Web of Science ®Google Scholar
• UNWTO. (2021). COVID-19 and tourism 2020: a year in review. https://webunwto.s3.eu-west-1.amazonaws.com/s3fs-public/2020-12/2020_Year_in_Review_0.pdf?fbclid=IwAR2UFxjPQ6CkDJjvxbg3iBnR1GRZeXJHsaUA70YaAFma0lX1I3uSwuBVkHA
   Google Scholar
• Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction. ACR North American Advances.
   Google Scholar
• WTTC. (2021). WTTC research reveals global travel and tourism sector suffered a loss of almost US $4.5 trillion in 2020 due to the impact of COVID-19. https://News-Article/Global-TandT-sector-suffered-a-loss-of-almost-US4-trillion-in-2020
   Google Scholar
• Wu, J., & Zhao, N. (2023). What consumer complaints should hoteliers prioritize? Analysis of online reviews under different market segments. Journal of Hospitality Marketing & Management, 32(1), 1–28. https://doi.org/10.1080/19368623.2022.2119187
   Web of Science ®Google Scholar
• Yang, T., Dang, Y., & Wu, J. (2022). Exploring the asymmetric effects of perceived quality on product evaluation: A study of automobile review. Communications in Computer and Information Science, 1592, 65–80. https://doi.org/10.1007/978-981-19-3610-4_5
   Google Scholar
• Yang, T., Dang, Y., & Wu, J. (2023a). Asymmetric effects of perceived quality on overall evaluation and moderating effect of sentiment: Evidence from automobile. Journal of Systems Science and Systems Engineering, 32(1), 16–33. https://doi.org/10.1007/s11518-023-5552-1
   Web of Science ®Google Scholar
• Yang, T., Dang, Y., & Wu, J. (2023b). Dynamic perceived quality analysis using social media data at macro- and micro-levels. Industrial Management & Data Systems, 123(5), 1465–1495. https://doi.org/10.1108/IMDS-08-2022-0478
   Web of Science ®Google Scholar
• Yang, T., Dang, Y., & Wu, J. (2023c). How to prioritize perceived quality attributes from consumers’ perspective? Analysis through social media data. Electronic Commerce Research. https://doi.org/10.1007/s10660-022-09652-7
   Web of Science ®Google Scholar
• Yeh, H. R., Lin, L. Z., & Lu, C. F. (2017). Classification of traditional cultural elements in temple street festivals using the fuzzy Kano model. Current Issues in Tourism, 22(10), 1–26. https://doi.org/10.1080/13683500.2017.1366435
   Web of Science ®Google Scholar
• Ye, S., Lei, S. I., Zhao, X., Zhu, L., & Law, R. (2022). Modeling tourists’ preference between hotels and peer-to-peer (P2P) sharing accommodation: A pre- and post-COVID-19 comparison. International Journal of Contemporary Hospitality Management, 35(4), 1423–1447. https://doi.org/10.1108/IJCHM-12-2021-1556
   Web of Science ®Google Scholar
• Yu, M., Cheng, M., Yang, L., & Yu, Z. (2022). Hotel guest satisfaction during COVID-19 outbreak: The moderating role of crisis response strategy. Tourism Management, 93(June), 104618. https://doi.org/10.1016/j.tourman.2022.104618
   PubMedGoogle Scholar
• Zibarzani, M., Abumalloh, R. A., Nilashi, M., Samad, S., Alghamdi, O. A., Nayer, F. K., Ismail, M. Y., Mohd, S., & Mohammed Akib, N. A. (2022). Customer satisfaction with restaurants service quality during COVID-19 outbreak: A two-stage methodology. Technology in Society, 70(September 2021), 101977. https://doi.org/10.1016/j.techsoc.2022.101977
   Google Scholar