A quarantined lodging stay: The buffering effect of service quality

Abstract

Highlights This study investigates guests’ experience in quarantine lodging outings during the coronavirus outbreak. It draws on terror management theory to highlight an anxiety buffer mechanism through service quality. Guests’ level of anxiety is further explained by an interaction between their health status and the length of stay. It points to the dark side of hospitality and opens up new research avenues during the global pandemic.

Strategic crisis response through changing message frames: a case of airline corporations

“…For example, an interesting area of investigation stems from international hoteliers coping with the pandemic through ad hoc solutions. Some hotels have repositioned themselves as quarantined lodging and temporary shelter for residents (Wong & Yang, 2020), while turning their deluxe suites into fine dining outlets and sightseeing showrooms. The mechanism behind such transformation deserves attention for future studies.…”

“…Complications germane to the pandemic are endless, leading to unprecedented organizational crisis that challenges the status quo (Hall et al, 2020;Wong & Yang, 2020). As the airline sector has been at the forefront in coping with the COVID-19 outbreak, operators are searching for new means to reframe how services are delivered (Reeves et al, 2020), while utilizing an array of media channels to instil consumer confidence as well as to gain industry legitimacy and demonstrate social responsibility through strategic crisis communication initiatives (Ham & Kim, 2019;James et al, 2011;Massey, 2001).…”

The social crisis aftermath: tourist well-being during the COVID-19 outbreak

“…The plans could be prepared with government-designated facilities and comprehensive measures of testing, quarantine, and follow-up medical support, borrowed from effective practices buttressed by countries such as China and South Korea (He, Shi, et al, 2020;. Government authorities should also pay attention to the quality of service in quarantine hotels, as it renders as a buffer to anxiety for tourists from the epidemic (Wong & Yang, 2020). In addition, it is imperative to have government-initiated media publicity to foster understanding and support during the pandemic (He, Shi, et al, 2020).…”

Assessing the Knowledge, Attitudes and Practices of COVID-19 among Quarantine Hotel Workers in China

“…As a result, many governments have expropriated hotels to be used as temporary quarantine accommodation: the ‘quarantine hotel.’ Quarantine hotels are a community-based public health intervention designed to mitigate the spread of COVID-19 within the community [ 6 ]. The use of quarantine hotels to isolate tourists and returning residents for medical observation over a 14-day period is the hotel industry’s contribution to the control of COVID-19 [ 7 ]. Some scholars also argue that quarantine hotels reframe the taken-for-granted business model and goes beyond basic cleaning and hygiene standards to devote greater attention to the protection and safety of the quarantine guests’ physical and psychosocial needs, and better fulfill stakeholder demands [ 8 ].…”