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• W3136146170 startingPage "104320" @default.
• W3136146170 abstract "The hospitality industry is highly vulnerable to pandemics. However, little is known about how pandemics alter travelers' evaluations of hospitality services. Therefore, this study investigates the changes in travelers' expectations and perceptions of hotel services during different stages of the novel coronavirus 2019 (COVID-19) pandemic. 98,163 Chinese hotel reviews were collected and scrutinized via text mining and sentiment analysis techniques to derive new implications for service optimization. The results reveal shifts in consumers' evaluations well beyond hygienic requirements. Insights obtained from this research can help guide hospitality practice in organizing its priorities during acute pandemic situations and adjusting to possibly longer-lasting shifts in consumer preferences." @default.
• W3136146170 created "2021-03-29" @default.
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• W3136146170 date "2021-08-01" @default.
• W3136146170 modified "2023-10-09" @default.
• W3136146170 title "Dealing with pandemics: An investigation of the effects of COVID-19 on customers’ evaluations of hospitality services" @default.
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• W3136146170 doi "https://doi.org/10.1016/j.tourman.2021.104320" @default.
• W3136146170 hasPubMedCentralId "https://www.ncbi.nlm.nih.gov/pmc/articles/8602940" @default.
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