TY - JOUR
T1 - Is it possible to feel safe in hotels during the COVID-19? Key factors in hotel guests’ risk and safety perception
AU - Duarte, Paulo
AU - Santos Estevão, Cristina
AU - Cabral, Adília
AU - Campón-Cerro, Ana María
AU - Yuliati, Uci
N1 - Funding Information:
The authors would like to thank NECE – Research Unit in Business Sciences funded by the Multiannual Funding Programme of R&D Centres of FCT – Fundação para a Ciência e a Tecnologia, under the project UIDB/04630/2020.
Publisher Copyright:
© 2022 Informa UK Limited, trading as Taylor & Francis Group.
PY - 2023
Y1 - 2023
N2 - This article assesses the risk perceived by hotel guests under Covid-19 by exploring clients’ perceptions in seven critical dimensions for customers’ safety perception: financial risk, front-desk digitalization, entertainment, front-desk service, hygiene and sanitation, hotel characteristics and space management, and food and beverage service. To evaluate clients’ perceptions and expectations a questionnaire was made available to collect data worldwide, resulting in a sample of 1005 responses. The findings show that the frequency of stay influences guests’ perceptions and preferences. The need to provide hygiene care evidence and have the hotel certified for COVID-19 emerged as key factors for restoring trust. This study provides a meaningful contribution by proposing a framework for assessing clients’ perceptions regarding the safety of hotel services.
AB - This article assesses the risk perceived by hotel guests under Covid-19 by exploring clients’ perceptions in seven critical dimensions for customers’ safety perception: financial risk, front-desk digitalization, entertainment, front-desk service, hygiene and sanitation, hotel characteristics and space management, and food and beverage service. To evaluate clients’ perceptions and expectations a questionnaire was made available to collect data worldwide, resulting in a sample of 1005 responses. The findings show that the frequency of stay influences guests’ perceptions and preferences. The need to provide hygiene care evidence and have the hotel certified for COVID-19 emerged as key factors for restoring trust. This study provides a meaningful contribution by proposing a framework for assessing clients’ perceptions regarding the safety of hotel services.
KW - Consumer behaviour
KW - Covid-19
KW - Hospitality management
KW - Hotel management
KW - Risk perception
KW - Safety perceptions
UR - http://www.scopus.com/inward/record.url?scp=85134037067&partnerID=8YFLogxK
U2 - 10.1080/13032917.2022.2097930
DO - 10.1080/13032917.2022.2097930
M3 - Article
AN - SCOPUS:85134037067
SN - 1303-2917
VL - 34
SP - 579
EP - 592
JO - Anatolia
JF - Anatolia
IS - 4
ER -
