Hotel guest satisfaction during COVID-19 outbreak: The moderating role of crisis response strategy
Taking appropriate strategies in response to the COVID-19 crisis has presented significant challenges to the hospitality industry. Based on situational crisis communication theory (SCCT), this study aims to examine how the hotel industry has adopted strategies in shaping customers' experience a...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier Ltd
2022
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| Subjects: | |
| Online Access: | View Fulltext in Publisher |