Hotel Guests' Revisit Intentions Post-Covid-19: Reexamining the Role of Service Quality, CSR, and Reputation While Accounting for Guests' Trepidation
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Assaker, Guy [1] ; O'Connor, Peter [2]
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[1] Lebanese American University
Lebanese American University
Líbano
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[2] University of South Australia
University of South Australia
Australia
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- Localización: Tourism analysis, ISSN 1083-5423, Vol. 28, Nº. 3, 2023, págs. 455-467
- Idioma: inglés
- Texto completo no disponible (Saber más ...)
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Resumen
This study reexamines the relationships between service quality (SQ), CSR, and hotel reputation and their effects on hotel guests' revisit intentions (RIs) in the context of the COVID-19 pandemic. It also assesses the moderating role of fear of visit caused by COVID-19 on the paths between established variables and guests' future (post-COVID-19) RIs. Data were collected during May 2021 from 195 French respondents who stayed at mid- to upscale hotels during the previous 2 years. Using structural equation modeling (SEM), results revealed that, while SQ directly and indirectly (through reputation) positively influences guests' post-COVID-19 RIs, CSR only exerts an indirect positive influence on RIs through reputation. Moreover, findings indicated that a hotel reputation can ease guests' fear, thereby driving future post-COVID-19 revisits. These results add to the few studies in hospitality and tourism on the effect of the COVID-19 pandemic (through fear of visit) on travelers' future revisit intent
