IDEAS home Printed from https://ideas.repec.org/a/taf/rcitxx/v27y2024i3p396-412.html
   My bibliography  Save this article

Customer satisfaction during COVID-19 phases: the case of the Venetian hospitality system

Author

Listed:
  • Veronica Leoni
  • Anna Moretti

Abstract

This work presents a longitudinal analysis of hotel customer satisfaction, making a comparison between pre- and post-pandemic situations, as well as a detailed analysis of the evolution of customer satisfaction throughout the different phases of the COVID-19 crisis. To this end, we used representative microdata from more than 405,000 online reviews of 802 Venetian accommodation facilities. Data were retrieved from the Booking.com platform and cover the 2018–2021 period. Results point to a systematic reduction of customer satisfaction, although the negative effect is non-linear over time. In fact, the magnitude of the effect varies according to the severity of the phase (acute vs. transitional periods) and on the replication number of the phase type (first versus second wave), displaying some adaptation effects. The paper contributes to the literature on sustained crises, with an empirical application to one of the most popular tourist destinations. Our results suggest that hotel managers should respond to critical situations taking care of their customers’ satisfaction identifying their different needs depending on the crises’ phases.

Suggested Citation

  • Veronica Leoni & Anna Moretti, 2024. "Customer satisfaction during COVID-19 phases: the case of the Venetian hospitality system," Current Issues in Tourism, Taylor & Francis Journals, vol. 27(3), pages 396-412, February.
    • Handle: RePEc:taf:rcitxx:v:27:y:2024:i:3:p:396-412
    DOI: 10.1080/13683500.2022.2164709
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/13683500.2022.2164709
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/13683500.2022.2164709?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.

    More about this item

    Statistics

    Access and download statistics

    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:taf:rcitxx:v:27:y:2024:i:3:p:396-412. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/rcit .

    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.