PDF(Pubmed)
Abstract：
As COVID-19 spread throughout the world, the hospitality and tourism sectors were hard hit as no other industry. For this reason, the UNWTO developed the One Planet Vision as a response to a sustainable recovery of the tourism sector. At present, when people are starting to travel and stay at hotels again, it is important to analyze what their expectations are of hotels to move forward in the post-pandemic era. For instance, empirical research has been developed to examine people\'s sentiments toward servicescapes, and a comparative study is presented between 2020 and 2022. Findings contribute to the research by identifying new servicescape attributes during a health crisis. These also lead to practical implications by proposing a scale to evaluate customers\' perceptions and to increase their wellbeing and resilience. The current research is one of the first studies to collaborate with the One Planet Vision by empirically proposing improvements in the servicescapes of hotels for a responsible recovery.
摘要：
随着COVID-19在世界各地的传播，酒店和旅游业受到的打击是其他行业所没有的。出于这个原因,世旅组织制定了“一个星球愿景”，以应对旅游业的可持续复苏。目前,当人们开始旅行并再次入住酒店时，重要的是要分析他们对酒店在后大流行时代向前发展的期望。例如,已经开展了实证研究，以检查人们对服务逃逸的情绪，并在2020年至2022年之间进行了一项比较研究。研究结果通过在健康危机期间识别新的服务逃避属性来为研究做出贡献。通过提出一个评估客户感知并提高他们的幸福感和弹性的量表，这些也会带来实际意义。当前的研究是与“一个星球愿景”合作的首批研究之一，通过经验性地提出改善酒店服务逃生的建议，以实现负责任的恢复。
