Purpose

By conducting a longitudinal study, this study aims to investigate how the role of hotel attributes in destination competitiveness changed through the stages of pre-, amid and recovery from the crisis.

Design/methodology/approach

First, the latent Dirichlet allocation method was used to identify hotel attributes from 15,137 online reviews, and then a sentiment analysis was performed to determine tourist satisfaction with the subject attributes. Second, separate asymmetric impact competitor analyses were conducted for the three stages of the crisis, and their results were compared with understand how the role of the hotel attributes changed throughout the crisis.

Findings

The results revealed that the impacts of hotel attributes on tourist satisfaction and destination competitiveness differed significantly at each stage of the crisis.

Research limitations/implications

This research expands the existing literature by offering valuable insights by elucidating the changing characteristics of hotel attributes at each crisis stage. The results extend the body of knowledge in destination management by providing evidence on the validity of asymmetric impact competitor analysis.

Originality/value

To fully understand the impact of a crisis (e.g. COVID-19) on destination competitiveness with a focus on the hotel sector, this research conducted a longitudinal study that covers three stages of the crisis (i.e. pre-, amid and post-crisis). Moreover, unlike previous studies, this research considers the asymmetric relationships between service attributes and overall tourist satisfaction, as well as competitors’ information.

中文翻译：

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危机期间酒店属性在目的地竞争力中的作用不断变化

目的

通过纵向研究，本研究旨在调查酒店属性在目的地竞争力中的作用在危机前、危机中和危机后恢复阶段如何变化。

设计/方法论/途径

首先，使用潜在狄利克雷分配方法从 15,137 条在线评论中识别酒店属性，然后进行情感分析以确定游客对主题属性的满意度。其次，对危机的三个阶段进行了单独的不对称影响竞争对手分析，并将其结果进行比较，以了解酒店属性在整个危机期间的作用如何变化。

发现

结果显示，在危机的各个阶段，酒店属性对游客满意度和目的地竞争力的影响存在显着差异。

研究局限性/影响

这项研究通过阐明每个危机阶段酒店属性的变化特征，提供了有价值的见解，从而扩展了现有文献。结果通过提供不对称影响竞争对手分析有效性的证据，扩展了目的地管理的知识体系。

原创性/价值

为了充分了解危机（例如，新冠肺炎 (COVID-19)）对目的地竞争力的影响（重点关注酒店业），本研究进行了涵盖危机三个阶段（即危机前、危机中和危机后）的纵向研究。此外，与以往的研究不同，本研究考虑了服务属性与游客整体满意度以及竞争对手信息之间的不对称关系。