Template-Type: ReDIF-Article 1.0
Author-Name: Daria-Roxana Theodoru
Author-Name-First: Daria-Roxana
Author-Name-Last: Theodoru
Author-Email: dariatheodoru@gmail.com
Author-Workplace-Name: Bucharest University of Economic Studies, Bucharest, Romania
Author-Name: Andreea Fortuna Șchiopu
Author-Name-First: Andreea Fortuna
Author-Name-Last: Șchiopu
Author-Email: andreea.schiopu@com.ase.ro
Author-Workplace-Name: Bucharest University of Economic Studies, Bucharest, Romania
Title: Customer perceptions about the hospitality industry during the COVID-19 Pandemic
Journal: CACTUS - The Tourism Journal for Research, Education, Culture and Soul
Abstract: How did hospitality customers perceive the experience of going out during the global COVID-19 pandemic? What concerns did they have about hospitality providers? The purpose of this paper was to clarify how consumers perceived the pandemic and whether or not people feared infection when dining out. The firs purpose was to determine how many people went out during the pandemic, and the second aim was to determine how they perceived the performance of the hospitality industry. To measure their perceptions, we proposed several variables: psychological well-being, expected positive emotions, expected negative emotions, desire to avoid, and customer satisfaction. The main objective was to investigate the correlation between the selected variables. For the study, a questionnaire was distributed to different target groups: Adolescents, adults, and middle-aged people. It was found that the population of Bucharest felt a need to socialize and go out during the pandemic rather than a reluctance to do so. This study highlights the importance of anticipated perceptions and how they influence consumers' final perceptions.
Keywords: anticipated positive and negative emotions, mental comfort, desire for avoidance, customer satisfaction, hospitality
Classification-JEL: L83
Creation-Date: 2022
Year: 2022
Volume: 26
Issue: 1
File-URL: https://cactus-journal-of-tourism.ase.ro/Pdf/vol_4_2/II_1_Theodoru_Schiopu.pdf
File-Format: Application/pdf
Handle: RePEc:bum:cactus:cactus-2022-11