Dimensionality in the service quality perceptions of quarantine hotel guests

Min Joo Leutwiler-Lee; Seongseop (Sam) Kim; Frank Badu-Baiden; Brian King

doi:10.1016/j.tmp.2023.101124

Dimensionality in the service quality perceptions of quarantine hotel guests

Min Joo Leutwiler-Lee, Seongseop (Sam) Kim, Frank Badu-Baiden, Brian King

Research output: Journal article publication › Journal article › Academic research › peer-review

10 Citations (Scopus)

Abstract

This study describes underlying dimensionality in quarantine hotel customer perceptions of service quality by examining 3896 online reviews of 52 quarantine hotels in five jurisdictions. Notable quality dimensions of quarantine hotel service that were identified using semantic network analysis (SNA) included: caring service from hotel staff, friendliness, meal quality, room comfort, exceptional services, and service efficiency. The review content for the quarantine hotels across various jurisdictions was similar overall, with minor differences evident for some dimensions. It is observed that the importance that quarantine guests attach to compassionate treatment and psychological caring resembles the requirements of hospital patients. The findings offer implications for scholars and practitioners in coping with disease-related crises.

Original language	English
Article number	101124
Journal	Tourism Management Perspectives
Volume	47
DOIs	https://doi.org/10.1016/j.tmp.2023.101124
Publication status	Published - Jun 2023

Keywords

Online review
Quarantine hotel
Semantic network analysis
Service quality perceptions

ASJC Scopus subject areas

Tourism, Leisure and Hospitality Management

More information

10.1016/j.tmp.2023.101124

Cite this

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title = "Dimensionality in the service quality perceptions of quarantine hotel guests",

abstract = "This study describes underlying dimensionality in quarantine hotel customer perceptions of service quality by examining 3896 online reviews of 52 quarantine hotels in five jurisdictions. Notable quality dimensions of quarantine hotel service that were identified using semantic network analysis (SNA) included: caring service from hotel staff, friendliness, meal quality, room comfort, exceptional services, and service efficiency. The review content for the quarantine hotels across various jurisdictions was similar overall, with minor differences evident for some dimensions. It is observed that the importance that quarantine guests attach to compassionate treatment and psychological caring resembles the requirements of hospital patients. The findings offer implications for scholars and practitioners in coping with disease-related crises.",

keywords = "Online review, Quarantine hotel, Semantic network analysis, Service quality perceptions",

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AU - Leutwiler-Lee, Min Joo

AU - Kim, Seongseop (Sam)

AU - Badu-Baiden, Frank

AU - King, Brian

PY - 2023/6

Y1 - 2023/6

N2 - This study describes underlying dimensionality in quarantine hotel customer perceptions of service quality by examining 3896 online reviews of 52 quarantine hotels in five jurisdictions. Notable quality dimensions of quarantine hotel service that were identified using semantic network analysis (SNA) included: caring service from hotel staff, friendliness, meal quality, room comfort, exceptional services, and service efficiency. The review content for the quarantine hotels across various jurisdictions was similar overall, with minor differences evident for some dimensions. It is observed that the importance that quarantine guests attach to compassionate treatment and psychological caring resembles the requirements of hospital patients. The findings offer implications for scholars and practitioners in coping with disease-related crises.

AB - This study describes underlying dimensionality in quarantine hotel customer perceptions of service quality by examining 3896 online reviews of 52 quarantine hotels in five jurisdictions. Notable quality dimensions of quarantine hotel service that were identified using semantic network analysis (SNA) included: caring service from hotel staff, friendliness, meal quality, room comfort, exceptional services, and service efficiency. The review content for the quarantine hotels across various jurisdictions was similar overall, with minor differences evident for some dimensions. It is observed that the importance that quarantine guests attach to compassionate treatment and psychological caring resembles the requirements of hospital patients. The findings offer implications for scholars and practitioners in coping with disease-related crises.

KW - Online review

KW - Quarantine hotel

KW - Semantic network analysis

KW - Service quality perceptions

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DO - 10.1016/j.tmp.2023.101124

M3 - Journal article

AN - SCOPUS:85160424728

SN - 2211-9736

VL - 47

JO - Tourism Management Perspectives

JF - Tourism Management Perspectives

M1 - 101124

ER -

Dimensionality in the service quality perceptions of quarantine hotel guests

Abstract

Keywords

ASJC Scopus subject areas

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