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Exploring dynamic effects on classifying service quality attributes under the impacts of COVID-19 with evidence from online reviews

Ru-xin Nie (School of Economics and Management, China University of Mining and Technology, Xuzhou, China; School of Business, Central South University, Changsha, China and Department of Advanced Design and Systems Engineering, City University of Hong Kong, Hong Kong, China)
Kwai-sang Chin (Department of Advanced Design and Systems Engineering, City University of Hong Kong, Hong Kong, China)
Zhang-peng Tian (School of Economics and Management, China University of Mining and Technology, Xuzhou, China)
Jian-qiang Wang (School of Business, Central South University, Changsha, China)
Hong-yu Zhang (School of Business, Central South University, Changsha, China)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 23 August 2022

Issue publication date: 2 January 2023

235

Abstract

Purpose

The purpose of this paper is exploring the effects of segment dynamic and temporal dynamic triggered by the COVID-19 pandemic on classifying service quality attributes, thereby formulating improvement strategies to satisfy customers and respond to threats.

Design/methodology/approach

Given the dynamics of the attractive quality theory, this paper designs a framework with four phases by embedding techniques of text mining and deep learning based on evidence from online reviews.

Findings

This paper figures out dynamics of service quality attributes for distinct segments and their dynamic proportion along with different stages of the pandemic. Another finding demonstrates segment dynamic and temporal dynamic effects of sentiments toward service quality attributes on customer satisfaction under the impacts of pandemic. Classification results and improvement strategies are derived for varying segments at different pandemic situations.

Practical implications

This paper reveals dynamic effects on classifying service quality attributes, which contributes to assisting hospitality practitioners from different segments in improving service quality when facing with the challenges of crisis and potential risks.

Originality/value

Given hospitality industry is time- and segment-sensitive, the authors achieve the quantification of dynamics of attractive quality theory and extend it into hospitality marketing and crisis management from the perspective of dynamics with evidence from online reviews.

Keywords

Acknowledgements

The authors thank the editor in chief, associate editors and the anonymous referees for their insightful and constructive comments and suggestions, which have significantly improved this paper. This work was supported by the National Natural Science Foundation of China (Number 72001204) and China Postdoctoral Science Foundation (Number 2020M681782).

Citation

Nie, R.-x., Chin, K.-s., Tian, Z.-p., Wang, J.-q. and Zhang, H.-y. (2023), "Exploring dynamic effects on classifying service quality attributes under the impacts of COVID-19 with evidence from online reviews", International Journal of Contemporary Hospitality Management, Vol. 35 No. 1, pp. 159-185. https://doi.org/10.1108/IJCHM-12-2021-1474

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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