The present work studies, through the focus on the Venetian hospitality system, the effectiveness of the responses to the pandemic challenges of hospitality businesses, evaluating the ability to maintain a good performance in terms of guest satisfaction, thus demonstrating the ability of the hospitality system to adapt to the profound environmental shocks and changes. In fact, the existing literature recognizes customer satisfaction as the most important metric to reflect the quality actually provided to customers through the product/service" (Brady, 2000), as well as one of the main determinants of long-term competitiveness. The preliminary results of the work indicate that, ceteris paribus, in the post-Covid era customers are less satisfied than in the pre-Covid period, suggesting that the strategic and organizational choices of hospitality companies have not been sufficient to maintain the level of customer satisfaction customer (in terms of non-worsening reviews). The results of this work have interesting implications in managerial terms, underlining the importance of internally acquiring the ability to respond promptly to the uncertainties of the context (dynamic capabilities) and to the new needs of one's customers.

COVID-19 E GUEST SATISFACTION: IMPATTI SULLA COMPETITIVITÀ DELLE STRUTTURE RICETTIVE. IL CASO BOOKING.COM A VENEZIA

Veronica Leoni;Anna Moretti
2022-01-01

Abstract

The present work studies, through the focus on the Venetian hospitality system, the effectiveness of the responses to the pandemic challenges of hospitality businesses, evaluating the ability to maintain a good performance in terms of guest satisfaction, thus demonstrating the ability of the hospitality system to adapt to the profound environmental shocks and changes. In fact, the existing literature recognizes customer satisfaction as the most important metric to reflect the quality actually provided to customers through the product/service" (Brady, 2000), as well as one of the main determinants of long-term competitiveness. The preliminary results of the work indicate that, ceteris paribus, in the post-Covid era customers are less satisfied than in the pre-Covid period, suggesting that the strategic and organizational choices of hospitality companies have not been sufficient to maintain the level of customer satisfaction customer (in terms of non-worsening reviews). The results of this work have interesting implications in managerial terms, underlining the importance of internally acquiring the ability to respond promptly to the uncertainties of the context (dynamic capabilities) and to the new needs of one's customers.
RAPPORTO SUL TURISMO ITALIANO XXV EDIZIONE 2020-2022
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10278/5012622
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