Examining reviews on hotels' measures about COVID-19 from a value cocreation and value codestruction perspective


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Arıca R., Çakır O., Sesliokuyucu O. S.

JOURNAL OF HOSPITALITY AND TOURISM INSIGHTS, 2021 (Journal Indexed in ESCI) identifier identifier

  • Publication Type: Article / Review
  • Publication Date: 2021
  • Doi Number: 10.1108/jhti-06-2021-0134
  • Title of Journal : JOURNAL OF HOSPITALITY AND TOURISM INSIGHTS
  • Keywords: Value cocreation and codestruction, Behavioral intentions, Three-factor theory, Social media, COVID-19, VALUE CO-CREATION, CUSTOMER ENGAGEMENT, DESTRUCTION, SERVICE, SATISFACTION, HOSPITALITY, INTERNET, BEHAVIOR, LOYALTY, BRANDS

Abstract

Purpose - In the research, posts that tourists accommodated in the hotels during COVID-19 pandemic shared on TripAdvisor website about pandemic measures taken by establishments, have been analyzed within the context of value cocreation and codestruction. In addition, the study also aims to evaluate effects of posts by tourists on scores they give to the hotel, perceiving the hotel as safe, recommending and their intention to revisits.