The effect of a hotel's star-rating-based expectations of safety from the pandemic on during-stay experiences
Veenus Tiwari and
Journal of Retailing and Consumer Services, 2023, vol. 71, issue C
As a result of the COVID-19 pandemic, safety is one of the top priorities for travellers when choosing a hotel. This work examines the effect of customersâ€™ pre-stay expectations of a hotel about its safety-focused services, shaped through its official star-rating, on the during-stay confirmation of those expectations, satisfaction, and revisit intentions. A cross-sectional research design is used spanning temporally from the pre-stay to the during-stay phases. The pre-stay phase was the peak COVID-19 period in India (Juneâ€“July 2021) to stimulate the safety concerns in the travellers planning their travel, while the during-stay phase was when the planned travel was undertaken with the traveller staying at the planned hotel (October 2021â€“January 2022). Data were collected from 452 customers and the results supported the proposed model. Further, the star-rating, as a signal for safety-focused services, was found to have a serial effect on revisit intentions, through the pre-stay expectations of safety services, and the during-stay confirmation of expectations and satisfaction.
Keywords: Hotel star-rating; Expectation of safety services; Confirmation of safety services; Revisit intention; Expectation-confirmation model (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:71:y:2023:i:c:s0969698922003162
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