IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v15y2021i2d10.1007_s11628-021-00445-w.html
   My bibliography  Save this article

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

Author

Listed:
  • Kuo-Yan Wang

    (Guangdong University of Petrochemical Technology)

  • Mu-Lan Ma

    (Nanya Institute of Technology)

  • Jing Yu

    (Guangdong University of Petrochemical Technology)

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.

Suggested Citation

  • Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
    • Handle: RePEc:spr:svcbiz:v:15:y:2021:i:2:d:10.1007_s11628-021-00445-w
    DOI: 10.1007/s11628-021-00445-w
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11628-021-00445-w
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11628-021-00445-w?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jörg Henseler, 2018. "Partial least squares path modeling: Quo vadis?," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(1), pages 1-8, January.
    2. Hélia Gonçalves Pereira & Maria Fátima Salgueiro & Paulo Rita, 2017. "Online determinants of e-customer satisfaction: application to website purchases in tourism," Service Business, Springer;Pan-Pacific Business Association, vol. 11(2), pages 375-403, June.
    3. Lu, Jin-Long & Ling, Feng-I, 2008. "Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines," Journal of Air Transport Management, Elsevier, vol. 14(1), pages 16-19.
    4. Breitsohl, Jan & Garrod, Brian, 2016. "Assessing tourists' cognitive, emotional and behavioural reactions to an unethical destination incident," Tourism Management, Elsevier, vol. 54(C), pages 209-220.
    5. Hultman, Magnus & Papadopoulou, Christina & Oghazi, Pejvak & Opoku, Robert, 2021. "Branding the hotel industry: The effect of step-up versus step-down brand extensions," Journal of Business Research, Elsevier, vol. 124(C), pages 560-570.
    6. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
    7. Wan Nor Arifin & Muhamad Saiful Bahri Yusoff, 2016. "Confirmatory Factor Analysis of the Universiti Sains Malaysia Emotional Quotient Inventory Among Medical Students in Malaysia," SAGE Open, , vol. 6(2), pages 21582440166, May.
    8. El-Adly, Mohammed Ismail, 2019. "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 322-332.
    9. Emel Yarimoglu & Tugrul Gunay, 2020. "The extended theory of planned behavior in Turkish customers' intentions to visit green hotels," Business Strategy and the Environment, Wiley Blackwell, vol. 29(3), pages 1097-1108, March.
    10. Juan Carlos Martín & Veronika Rudchenko & María-Victoria Sánchez-Rebull, 2020. "The Role of Nationality and Hotel Class on Guests’ Satisfaction. A Fuzzy-TOPSIS Approach Applied in Saint Petersburg," Administrative Sciences, MDPI, vol. 10(3), pages 1-24, September.
    11. Florian Schuberth & Jörg Henseler & Theo K. Dijkstra, 2018. "Partial least squares path modeling using ordinal categorical indicators," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(1), pages 9-35, January.
    12. Achmad Mulyana & Sugeng Prayetno, 2018. "Determinants of Customer Satisfaction And it’s Implication on Customer Loyalty of Budget Hotel in DKI Jakarta," International Review of Management and Marketing, Econjournals, vol. 8(6), pages 1-7.
    13. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    14. Basfirinci, Cigdem & Mitra, Amitava, 2015. "A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 239-248.
    15. Xu, Xun, 2020. "Examining an asymmetric effect between online customer reviews emphasis and overall satisfaction determinants," Journal of Business Research, Elsevier, vol. 106(C), pages 196-210.
    16. Brown, Graham & Smith, Andrew & Assaker, Guy, 2016. "Revisiting the host city: An empirical examination of sport involvement, place attachment, event satisfaction and spectator intentions at the London Olympics," Tourism Management, Elsevier, vol. 55(C), pages 160-172.
    17. Zhang, Jingyun & Beatty, Sharon E. & Walsh, Gianfranco, 2008. "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Elsevier, vol. 61(3), pages 211-224, March.
    18. Suzana Markovic & Sanja Raspor, 2010. "Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry," Management, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 195-209.
    19. Michelle Bonera & Elisabetta Corvi & Anna Paola Codini & Ruijing Ma, 2017. "Does Nationality Matter in Eco-Behaviour?," Sustainability, MDPI, vol. 9(10), pages 1-17, September.
    20. Nguyen, Bang & Yu, Xiaoyu & Melewar, T.C. & Gupta, Suraksha, 2016. "Critical brand innovation factors (CBIF): Understanding innovation and market performance in the Chinese high-tech service industry," Journal of Business Research, Elsevier, vol. 69(7), pages 2471-2479.
    21. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    22. del Río-Lanza, Ana Belén & Vázquez-Casielles, Rodolfo & Díaz-Martín, Ana M, 2009. "Satisfaction with service recovery: Perceived justice and emotional responses," Journal of Business Research, Elsevier, vol. 62(8), pages 775-781, August.
    23. Zheng Xiang & Qianzhou Du & Yufeng Ma & Weiguo Fan, 2018. "Assessing reliability of social media data: lessons from mining TripAdvisor hotel reviews," Information Technology & Tourism, Springer, vol. 18(1), pages 43-59, April.
    24. Woo, Mina, 2019. "Assessing customer citizenship behaviors in the airline industry: Investigation of service quality and value," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 40-47.
    25. Necmi K. Avkiran & Christian M. Ringle (ed.), 2018. "Partial Least Squares Structural Equation Modeling," International Series in Operations Research and Management Science, Springer, number 978-3-319-71691-6, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Victor Cabral & Willem Winden, 2022. "The reaction of coworking spaces to the COVID-19 pandemic. A dynamic capabilities perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 257-281, June.
    2. Chin‐wei Huang & Hsiao‐Yin Chen, 2023. "Using nonradial metafrontier data envelopment analysis to evaluate the metatechnology and metafactor ratios for the Taiwanese hotel industry," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 44(4), pages 1904-1919, June.
    3. Nazia Nabi, 2023. "Segmenting travellers of luxury destinations in a post-pandemic era," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 747-770, September.
    4. Hung-Che Wu & Xiaolian Chen & Ya-Yuan Chang, 2021. "Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 587-611, December.
    5. Yuhyung Shin & Won-Moo Hur & Hansol Hwang, 2022. "Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 309-330, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kuo-Yan Wang, 2022. "Sustainable Tourism Development Based upon Visitors’ Brand Trust: A Case of “100 Religious Attractions”," Sustainability, MDPI, vol. 14(4), pages 1-30, February.
    2. Mariana Marques Lima & Emerson Wagner Mainardes & Ricardo Gouveia Rodrigues, 2020. "Tourist expectations and perception of service providers: a Brazilian perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 131-166, March.
    3. Minerva Martínez Avila & Juan José García-Machado & Eréndira Fierro Moreno, 2021. "A Multiple Full Mediating Effect in a PLS Hierarchical Component Model: Application to the Collaborative Public Management," Mathematics, MDPI, vol. 9(16), pages 1-19, August.
    4. Fernando Gimeno-Arias & José Manuel Santos-Jaén & Mercedes Palacios-Manzano & Héctor Horacio Garza-Sánchez, 2021. "Using PLS-SEM to Analyze the Effect of CSR on Corporate Performance: The Mediating Role of Human Resources Management and Customer Satisfaction. An Empirical Study in the Spanish Food and Beverage Man," Mathematics, MDPI, vol. 9(22), pages 1-21, November.
    5. Majid Ghasemy & Isabel Maria Rosa-Díaz & James Eric Gaskin, 2021. "The Roles of Supervisory Support and Involvement in Influencing Scientists’ Job Satisfaction to Ensure the Achievement of SDGs in Academic Organizations," SAGE Open, , vol. 11(3), pages 21582440211, July.
    6. Buzeta, Cristian & De Pelsmacker, Patrick & Dens, Nathalie, 2020. "Motivations to Use Different Social Media Types and Their Impact on Consumers' Online Brand-Related Activities (COBRAs)," Journal of Interactive Marketing, Elsevier, vol. 52(C), pages 79-98.
    7. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
    8. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
    9. Majid Ghasemy & Farhah Muhammad & Jamshid Jamali & José Luis Roldán, 2021. "Satisfaction and Performance of the International Faculty: To What Extent Emotional Reactions and Conflict Matter?," SAGE Open, , vol. 11(3), pages 21582440211, July.
    10. Shafaqat Mehmood & Changyong Liang & Dongxiao Gu, 2018. "Heritage Image and Attitudes toward a Heritage Site: Do They Really Mediate the Relationship between User-Generated Content and Travel Intentions toward a Heritage Site?," Sustainability, MDPI, vol. 10(12), pages 1-26, November.
    11. Carlos Correa & David Alarcón & Ignacio Cepeda, 2021. "“I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services," Sustainability, MDPI, vol. 13(11), pages 1-19, May.
    12. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
    13. Majid Ghasemy & Leila Mohajer & Lena Frömbling & Mehrdad Karimi, 2021. "Faculty Members in Polytechnics to Serve the Community and Industry: Conceptual Skills and Creating Value for the Community—The Two Main Drivers," SAGE Open, , vol. 11(3), pages 21582440211, September.
    14. Francisco Sánchez-Cubo & José Mondéjar-Jiménez & Alejandro García-Pozo & Guillermo Ceballos-Santamaría, 2021. "A Study of the Wages in the Spanish Energy Sector," Energies, MDPI, vol. 14(13), pages 1-10, July.
    15. Rodríguez, Pablo Gutiérrez & Villarreal, Ricardo & Valiño, Pedro Cuesta & Blozis, Shelley, 2020. "A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    16. Cegarra-Navarro, Juan-Gabriel & Wensley, Anthony & Batistic, Sasa & Evans, Max & Para, Clara Cubillas, 2021. "Minimizing the effects of defensive routines on knowledge hiding though unlearning," Journal of Business Research, Elsevier, vol. 137(C), pages 58-68.
    17. Algarni, Mohammad A. & Ali, Murad & Leal-Rodríguez, Antonio L. & Albort-Morant, Gema, 2023. "The differential effects of potential and realized absorptive capacity on imitation and innovation strategies, and its impact on sustained competitive advantage," Journal of Business Research, Elsevier, vol. 158(C).
    18. Han Bao & Tangwei Teng & Xianzhong Cao & Shengpeng Wang & Senlin Hu, 2022. "The Threshold Effect of Knowledge Diversity on Urban Green Innovation Efficiency Using the Yangtze River Delta Region as an Example," IJERPH, MDPI, vol. 19(17), pages 1-18, August.
    19. Dolores Gallardo-Vázquez, 2023. "Attributes influencing responsible tourism consumer choices: Sustainable local food and drink, health-related services, and entertainment," Oeconomia Copernicana, Institute of Economic Research, vol. 14(2), pages 645-686, June.
    20. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:15:y:2021:i:2:d:10.1007_s11628-021-00445-w. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.