ABSTRACT

Covid-19 is severely impacting hospitality establishments, with consequences on consumers’ decision-making. Yet, little is known about current factors influencing travelers’ accommodation choice. This paper adopts a sequential mixed-methods design to examine the importance attributed to additional measures implemented in tourism accommodation during a pandemic, by interviewing sixteen potential travelers, and then profiling a convenience sample of 4,386 consumers accordingly. Findings suggest that accommodation key factors are sanitization and PPE use, physical distancing in restaurant service, room service delivery, reception automation, and social and environmental engagement. Consumers attribute different importance to accommodation services in three configurations: Sanitization and Physically Distancing Seekers, All-round Concerned, and Sustainability Supporters. Profiling of the segments revealed numerous distinctive characteristics.

摘要

Covid-19 正在严重影响酒店业，对消费者的决策产生影响。然而，目前对影响旅行者住宿选择的因素知之甚少。本文采用顺序混合方法设计，通过采访 16 名潜在旅行者，然后对 4,386 名消费者的便利样本进行相应的分析，来检验大流行期间在旅游住宿中实施的额外措施的重要性。调查结果表明，住宿的关键因素是消毒和个人防护装备的使用、餐厅服务中的物理距离、客房服务交付、接待自动化以及社会和环境参与。消费者对住宿服务的重视程度不同，分为三种配置：消毒和保持身体距离的寻求者、全方位关注、和可持续性支持者。这些细分市场的剖析揭示了许多独特的特征。